Pensions and Retirement Training Course on Quality Assurance and SLAs

Module 1: Fundamentals of Quality Assurance in Pension Operations
The role of quality assurance in pension fund management
Defining quality objectives and aligning them with organizational strategy
Key components of a QA framework: policies, standards, and procedures
ISO 9001 and quality management principles in pension administration
Case study: Implementing QA systems in a pension administration department

Module 2: Service Level Agreements (SLAs) – Concepts and Design
Understanding SLAs and their role in pension service delivery
Elements of an effective SLA: scope, deliverables, metrics, responsibilities
Differentiating between internal SLAs (within departments) and external SLAs (with vendors)
Establishing realistic and measurable service performance indicators
Workshop: Drafting an SLA for pension recordkeeping and member communication

Module 3: Performance Measurement and Monitoring Mechanisms
Key performance indicators (KPIs) for pension administration and IT services
Setting benchmarks for turnaround time, accuracy, and member satisfaction
Developing service dashboards and performance scorecards
Techniques for performance tracking, audits, and feedback loops
Practical session: Building a pension service monitoring framework

Module 4: Vendor and Outsourcing Quality Management
Managing third-party service providers and administrators
Incorporating SLA clauses in outsourcing contracts
Monitoring vendor performance, penalties, and escalation procedures
Quality audits and periodic service review mechanisms
Case study: Managing outsourced pension benefit processing through SLA governance

Module 5: Continuous Improvement and Issue Resolution
Root cause analysis and corrective action procedures
Using member feedback and data analytics to improve service quality
Embedding QA and SLA reviews into governance structures
Reporting quality outcomes to boards and regulators
Group exercise: Designing a QA and SLA improvement roadmap for a pension institution