Technical Overseer - Bournemouth, United Kingdom - Link Fund Solutions

Link Fund Solutions
Link Fund Solutions
Verified Company
Bournemouth, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Overview
Reporting to a Team Manager, the Technical Overseer is a specialist in product, process and associated regulatory controls.

Responsible for the management of workflow distribution and actioning of work items in accordance with defined service standards enablingthe delivery of results through the technical processing and handling of customer and intermediary requests/calls in line with their needs.

This role is first line of defence in terms of team escalations and quality assurance measures.


Key Accountabilities and Main Responsibilities

  • Completes financial checks for high risk tasks in line with QA framework
  • Allocates work to Admin team mates in line with agreed SLA'
  • Take personal responsibility for, and investigates and reviews, customer issues to ensure fair customer outcomes in accordance with regulatory requirements and company policy.
  • Responsible for collating and acting upon MI on a daily basis to share with CS Management Team
  • Create and execute a training plan for the Admin team in line with competency framework
  • Referral point for complex queries from wider CS teams, advising on regulatory and internal process protocol
  • Support Team Manager in creating and reviewing Standard Operating Procedures (SOPs) as needed
  • Monitor processes to identify opportunities to improve service and efficiency, driving a culture of continuous improvement.
  • Proactively assist QA team in undertaking QC and QS, identifying issues, providing feedback and coaching to improve competency and the service provided to customers. Act on quality trends to ensure procedures and performance are effective.
  • Provide support to recruitment campaigns as needed
  • Assist Trainer in product, system and processes training as required
  • Maintains a comprehensive level of functional and technical expertise.
  • Champion change agenda acrossthe team embedding upgrades and enhancements

Experience & Personal Attributes

  • Strong pension knowledge and understanding of compliance framework (Regulatory and process)
  • Customer centric mindset, with natural desire to problem solve
  • Experience of working within a regulated environment, to meet tight deadlines.
  • CF1 and FA2 desirable, working towards is essential
  • Highly organised with the ability to adapt to changing priorities
  • A self stater with a positive 'can do' attitude
  • Strong interpersonal skills with the ability to provide clear direction to team mates on priorities
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