Senior Quality Auditor (CIEB)
Greenock
The Position:
Responsible for the daily operations of the quality assurance and audit functions. Assist in the development of audit policies and procedures. Using independent judgment and discretion, may recommend changes in processing procedures. Also, may be directly involved in complex audits.
The post holder will be responsible for the collation and evaluation of all Client Services based performance audit data and for working with team leaders to develop the performance of staff. They will have experience in claims, auditing and supervision.
Supervise other quality auditors within the Operation departments.
Main duties/Responsibilities:
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Provide day to day oversight to the auditing team within CIEB Europe operations departments.
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Coach and Mentor staff through the use of coaching programmes and tools.
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Monitor staff performance ensuring regular reviews are completed.
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Assist in capacity planning to determine appropriate staffing levels.
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Assist in the managing of budgets and expenses.
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Partner with Operational management team in Europe to maintain adherence of audit processes and improve audit performance.
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Develop quality audit process and procedures, ensuring all service functions are monitored, suggesting improvements in the current processes and procedures.
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Support and/or lead quality initiatives and programmes at a local and Global level within CIEB
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Set challenging targets at individual/team level ensuring they are measurable, achievable and reflective of operational function
- Perform internal quality audits within the CIEB Europe Operations departments.
- Monitor and report on performance trends and statistics and contribute to performance planning
- Transfer accountability of individual’s performance improvements to appropriate line
manager, participating in the development /training process if required
- Responsible for monitoring the qualitative performance of CIEB Europe operations departments
- Investigate issues before they become visible and affect clients/customers directly,
instigate remedial action with the appropriate Team Leader
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Delegate and manage workloads within the auditing team to ensure that there is a balance between auditing,
reporting and development to achieve efficiency, quality and service to our customers.
Experience Required:
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Prior experience of quality and auditing process and procedures
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Experience of reviewing and implementing change
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Ability to present information in a confident, creative and interactive manner
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Professional written and verbal communication skills
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Ability to impart knowledge and skills to others
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Ability to provide constructive feedback; work patiently and effectively with staff of
different experience levels, learning styles and cultural diversity
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Ability to research, develop and implement new training and development programs
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Prior experience in a service environment, ideally finance or insurance
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Experience of meeting critical deadlines and managing multiple responsibilities
Skills:
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Excellent verbal and written communication and presentation skills
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Analytical thinker and listener capable of documenting and communicating ideas or concepts
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Ability to work independently
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Ability to make effective decisions
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High energy, results-oriented individual able to coordinate and prioritize multiple tasks
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Ability to provide constructive coaching
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Co-ordinate multiple tasks and work effectively as a team member
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People management capability
If you would like to apply, please submit a full and up to date C.V. along with a cover letter to Margaret Buchan, HR Department, CIGNA International, 1 Knowe Road, Greenock PA15 4RJ. Alternatively, please apply online to UKRecruitment@cigna.com.
Please note that the closing date for applications is 30 June 2008.