Senior Officer, Quality Assurance at CPF Financial Services

Ref: CPF/SOQA/22

Key duties and responsibilities:

• Facilitate implementation of the established standard operating procedures, systems and processes in line with ISO 9001 2015 and to implement ongoing quality improvements to the QMS processes.
• Support in the development of quarterly conformance checks on status of the departmental QMS and highlight the identified areas of improvement/possible non-conformities through quarterly reporting to management for quality improvement.
• Participate in the development of policies, monitoring and review to represent the business strategy of CPF Group.
• Carry out regular checks on service quality metrics for performance improvement at all levels of the CPF Group and prepare monthly reports for all Heads of directorates, departments and units to follow up.
• Prepare and carry out Internal Quality audits for CPF Group through the preparation of audit program, selection of internal auditors, facilitation of the audit, preparation of audit report and reporting to top management.
• Continuously identify areas of optimization and make improvement recommendations for organisational capacity by monitoring business process reengineering, internal net promoter score and promoting business units quality competition.
• Implement interdepartmental SLAs and Charters and ensure compliance..
• Prepare monthly management information reports using data representation methods to show the trend of customers served, turnaround time of service delivery and recommendations and submit this to respective managers for follow up.
• Analyse and report problem areas, identify strategies to address areas of concern and seek new ideas and strategies to improve performance and quality for CPF Group.
• Identify and analyse issues, bugs, defects, and other problems, particularly when problems recur in multiple products/services and make recommendations to these issues.
• Collate client, customer, and user feedback to address any areas of development that may cause a lag in service or optimisation of operations.
• Continuously identify compliance requirements both internal and external, timely reporting to management, and enforcement of mitigation actions to ensure compliance.
• Support in the preparation and reporting of key compliance matters to the Board Audit, Risk and Governance Committee for management decision purposes.
• Ensure strict compliance with federal, state, local, and organisational laws, regulations, guidelines,and policies to avoid any penalties for CPF Group.
• Perform any other duties as may be assigned from time to time.

Knowledge, experience, and qualifications required

• Academic & Professional Qualifications/Memberships to professional bodies:
• Bachelor's’ Degree in Commerce, Finance, Business Administration, Actuarial Science or relevant field from a recognised institution
• Professional certification in Quality Assurance or its equivalent

Experience Required:

• At least 4 years relevant experience in a similar organisation or busy function