PURPOSE

We have a brand new position that has just arisen within our Defined Benefit Business Area here at Just which is a Service Governance Analyst role.
Our customer service proposition within DB is delivered by our Third Party Administrator. So this role is pivotal in ensuring the service, customer engagement and efficiency runs to the high standards we expect.
The Service Governance Analyst will be responsible for day to day activities, verifying service delivery, identifying any member trends, supporting training and maintaining processes. As well as monitoring processes adherence, checking quality and team competency (which will be completed through quarterly audit activities).
This is a key role which provides support to our existing client bases, new transaction opportunities and ensures we leverage appropriate costs for the scale and services from our Third Party Administrator.

IN THIS ROLE YOU WILL:

• Monitor and assess Third Party Administrator (TPA) deliveries to ensure SLA and attestations are in line with their contractual obligations .
• Collate and circulate MI for both TPA and DB Operational services providing membership data as required.
• Prepare, execute and provide full reporting for all TPA audit activities providing feedback to DB operations and proposals for any improvements identified.
• Through regular reviews, ensure TPA policies deliver our service requirements meeting our timeframes and are optimised for efficient service.
• Identify and share any potential opportunities for service or process improvements.
• Work with Operations to ensure all screening and existence checking is completed.
• Provide support to TPA & Operations Manager as required.