Assistant Manager – Quality & Process Improvement

About the role

The Assistant Manager will support the operations team by monitoring transaction processes, ensuring compliance with guidelines, and driving continuous improvement. This role focuses on quality assurance, training coordination, and performance reporting within a UK London market underwriting environment.

Key responsibilities

• Monitor transactions against process guidelines and generate performance reports.
• Provide event‑based and frequency‑based feedback to agents and stakeholders.
• Collect and track CTQ data as defined in the SLA.
• Assist Operations Assistant Managers in identifying training needs and process‑level issues.
• Participate in team huddles and present quality performance updates.
• Brief new agents on quality functions and process standards.
• Coordinate and drive process improvement initiatives.

Required profile

• Strong understanding of UK London market underwriting practices.
• Experience in quality monitoring and performance reporting.
• Ability to analyze data and identify training opportunities.
• Excellent communication skills for delivering feedback and briefings.

Required skills

What we offer

• Opportunity to work in a dynamic underwriting environment.
• Collaborative team culture focused on continuous improvement.