Quality Assurance Manager - OMIU

• Design and implement a company-wide Quality Assurance Framework covering all operational and support processes across OMIU.
• Establish standardized quality review methodologies, checklists, quality scorecards, and performance standards across all departments.
• Develop and maintain the Quality Assurance Plan aligned with operational priorities, regulatory requirements, and key business risks.
• Implement centralized quality governance, ensuring consistency in quality monitoring and reporting across all departments.
• Define and maintain quality standards, operational benchmarks, and service delivery expectations across the organization.
• Develop and maintain enterprise-wide quality dashboards and reporting mechanisms for management oversight.
• Ensure alignment between QA processes, internal control frameworks, risk management frameworks, and compliance requirements.
• Support the embedding of a culture of operational discipline, quality management, and continuous improvement across the organization.

• Conduct structured quality reviews of operational and support activities across all departments including Operations, Finance, Human Capital, IT, Procurement, Customer Experience, Sales and Distribution, and Administration.
• Monitor adherence to internal policies, manuals, standard operating procedures (SOPs), service standards, and regulatory requirements.
• Identify operational weaknesses, control gaps, inefficiencies, and process breakdowns across business processes.
• Evaluate the effectiveness of internal operational controls and governance practices and recommend improvements where gaps exist.
• Provide independent assurance on the quality, consistency, and reliability of operational outputs across the organization.
• Track and report quality trends, recurring issues, operational risks, and systemic process failures.
• Assess the quality of customer interactions and service delivery across distribution and service channels.
• Monitor the quality of internal processes supporting financial management, HR administration, IT service delivery, procurement, and operational support services.

• Provide oversight and supervision of the Anti-Money Laundering (AML) Officer in executing AML/CFT responsibilities.
• Ensure that AML compliance controls are effectively embedded across all company processes and operational workflows.
• Monitor the adequacy of AML policies, procedures, controls, and monitoring mechanisms in accordance with regulatory requirements in Uganda.
• Support the implementation of AML risk assessments and control reviews across business processes, including customer onboarding, claims payments, premium collection, and financial transactions.
• Review AML monitoring reports and escalate material AML risks, control weaknesses, or regulatory concerns to management.
• Promote awareness and adherence to AML compliance requirements across the organization.
• Ensure coordination between Operations, Risk, Compliance, and relevant stakeholders on AML governance matters.

• Drive continuous improvement initiatives aimed at strengthening operational efficiency, service quality, and process reliability.
• Analyze quality review findings to identify root causes of operational errors, service failures, or inefficiencies.
• Collaborate with business units to develop corrective action plans and operational improvements.
• Promote process standardization, automation, and digital solutions to improve operational quality and control effectiveness.
• Support departments in redesigning processes to enhance customer experience, operational resilience, and regulatory compliance.
• Monitor implementation of agreed corrective actions and ensure timely closure of identified quality issues.

• Provide leadership, coordination, and oversight to Quality Assurance Officers across the organization.
• Coordinate the centralized QA review program, ensuring consistent application of quality standards across departments.
• Ensure QA Officers conduct reviews objectively, independently, and professionally.
• Review QA findings and consolidate insights into enterprise-level quality assurance reports for management.
• Support the development of QA staff through training, mentoring, and structured performance management.

• Prepare periodic quality assurance reports and dashboards for Senior Management and relevant governance committees.
• Highlight key operational quality risks, emerging issues, and systemic process weaknesses requiring management attention.
• Engage with business leaders to promote accountability for quality outcomes and process improvement initiatives.
• Support management in strengthening customer outcomes, operational integrity, and regulatory compliance.
• Coordinate with Risk, Compliance, Internal Audit, and other assurance functions to ensure alignment and avoid duplication of assurance activities.

• Bachelor's degree in business administration, Insurance, Finance, Accounting, Risk Management, Law, or related field.
• Professional certifications in Insurance, Quality Assurance, Risk Management, Compliance, or Audit are an added advantage.

• Minimum 5 years of experience in insurance operations, operational assurance, quality assurance, risk management, compliance, or internal audit.
• Demonstrated experience reviewing enterprise business processes across multiple departments.
• Experience implementing process improvement initiatives and operational control frameworks.
• Experience supervising teams or managing cross-functional initiatives.
• Strong understanding of AML compliance requirements and regulatory expectations within financial services.

• Enterprise operational quality assurance methodologies
• Process review and internal control evaluation
• Enterprise risk awareness and regulatory compliance
• Data analysis and operational performance monitoring
• Root cause analysis and process improvement
• Quality management frameworks and continuous improvement
• AML compliance awareness and operational risk controls
• Reporting, dashboards, and management insights

• Compliance Requirements, Controls Compliance, Legal Practices, Operational Integrity, Policies & Procedures, Regulatory Compliance, Regulatory Compliance Management

• Communicates Effectively
• Courage
• Directs Work
• Ensures Accountability
• Instills Trust
• Manages Complexity
• Optimizes Work Processes
• Persuades

• Bachelors Degree (B): Business Administration (Required), Bachelors Degree (B): Insurance And Risk Management

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