Quality Assurance Officer, Stanbic IBTC Pension Managers

The Quality Assurance Officer will be responsible for monitoring, evaluating, and improving administrative processes, services, and outputs. The role ensures compliance with policies, service standards, internal controls, and regulatory requirements while championing continuous improvement initiatives that enhance stakeholder satisfaction and operational efficiency.

Key Responsibilities

• Conduct periodic reviews of administrative processes to ensure compliance with approved policies, procedures, and service standards.
• Monitor adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Identify process gaps, non-compliance issues, and recommend corrective actions.
• Review workflows to identify opportunities for process optimization and automation.
• Conduct root cause analysis of service failures, complaints, and operational errors.
• Monitor vendor performance against agreed service standards and contractual obligations.
• Support internal and external audits through effective documentation and reporting.
• Ensure administrative procedures, SOPs, and policies remain current and properly documented.
• Collect and analyze stakeholder feedback to improve service delivery.
• Prepare quality assurance reports, dashboards, and performance analytics.
• Support quality awareness initiatives and staff training on compliance requirements and service excellence.

Qualifications

Type of Qualification: Bachelor's degree
Field of Study: in Business Administration, Economics, Accounting, Management, or a related discipline.

Experience Required

• 3 years experience in Quality Assurance, Administration, Operations, Audit, Risk Management, Process Improvement, Procurement, or Facility Management.
• Strong analytical, reporting, and problem-solving skills.
• Working knowledge of quality management principles and operational excellence practices.
• Knowledge of SAP or other procurement/enterprise systems.
• Understanding of corporate governance, compliance, and audit frameworks.
• Knowledge of the pension, financial services, or related sectors will be an advantage.

Additional Information

Behavioural Competencies:

• Interacting with People
• Interpreting Data
• Providing Insights
• Team Working
• Upholding Standards

Technical Competencies:

• Data Management (Administration)
• Project Management (Project Mgmt)
• Quality Control
• Quality Management

Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.