Workflow and Controls SME
Location
Edinburgh | United Kingdom
Job description
Who are Diligenta?
Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
The Opportunity:
To continuously support the BaNCS platform through supporting the team's workflow, running and analysing of control reports, assisting with incidents, BTS raising, supporting projects and completing investigations on BANCS.
You'll be:
- Providing line managers with performance information including Quality and Accuracy information on each of the colleagues to ensure correct processes are followed.
- Responding to a wide range of enquiries, and support colleagues with technical queries, escalating issues as appropriate to key stakeholders.
- Building and maintaining strong working relationships with Customer Service Departments to maintain compliance with LP&I procedures and regulatory requirements.
- Proactively identify and deliver improvements by interpreting key trends, understanding root cause and any potential process improvement opportunities and highlighting and driving forward deep dive opportunities/recommendations, within agreed service standards.
- Performing RCA on complaints and provide solutions and feedback.
- Logging and monitoring breaches and operational losses.
- Assisting with data and evidence gathering for incidents on BaNCS.
- Demonstrating excellent values and behaviours and customer experience skills.
- Dealing with customer data ethically and in accordance with the FSA requirements.
You should apply if you:
- Have excellent organisational skills with high level of attention to detail.
- Have strong analytical and problem-solving skills and process improvement experience.
- Have ability to assess, question and challenge results across business areas.
- Have excellent communication skills both written and verbal.
- Are PC literate, with strong MS Office skills.
- Have industry knowledge - Life and Pensions or Corporate Pensions or Financial Services.
- BaNCS processing experience - Nice to have.
The Perks
- 23 days holidays + 8 bank holidays
- Discretionary annual bonus
- Company pension scheme membership
- Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools.
- Access to our Confidential Helpline is available to be used by you and your family.
Job tags
Salary
£23k - £25.82k per annum
