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Quality Assurance Officer, Stanbic IBTC Pension Managers
About this role
The role is for a Quality Assurance Officer at Stanbic IBTC Bank in Lagos, overseeing the monitoring, evaluation and improvement of administrative processes to ensure compliance with policies, service standards and regulatory requirements. The position focuses on improving stakeholder satisfaction and operational efficiency through continuous improvement initiatives. It involves reviewing workflows, monitoring SLAs and KPIs, identifying gaps, and supporting audits and reporting. The employer seeks candidates with a background in business administration, economics, accounting, management, or related fields, and with experience in quality assurance, operations or related areas. Knowledge of quality management, procurement systems, and governance/compliance is preferred, with familiarity in the pension or financial services sector advantageous.
What you would do
- Conduct periodic reviews of administrative processes for policy and standard compliance.
- Monitor adherence to SLAs and KPIs.
- Identify process gaps and non-compliance, and recommend corrective actions.
- Review workflows for optimization and automation opportunities.
- Perform root cause analysis of service failures and complaints.
- Monitor vendor performance against service agreements.
- Support internal and external audits with documentation and reporting.
- Ensure procedures and policies are current and well documented.
- Collect and analyse stakeholder feedback to improve service delivery.
- Prepare quality assurance reports and performance analytics.
What they are asking for
- Bachelor's Degree in Business Administration, Economics, Accounting, Management or related discipline.
- At least 3 years of experience in Quality Assurance, Administration, Operations, Audit, Risk Management, Process Improvement, Procurement or Facility Management.
- Strong analytical, reporting, and problem-solving skills.
- Knowledge of quality management principles and operational excellence practices.
- Working knowledge of SAP or other procurement/enterprise systems.
- Understanding of corporate governance, compliance and audit frameworks.
- Knowledge of pension, financial services or related sectors is an advantage.
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