Customer Services Team Leader - Governance

Employer
Orchard Recruitment Ltd
Location
Douglas, UK
Salary
Competitive
Closing date
18 Oct 2020

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Sector
Accountancy
Contract Type
Permanent
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Overview

Our leading Financial Services Client is seeking an experienced Customer Services Team Leader (Governance) to support the transformation and the future growth of their business within the Customer Services function, so it can stand out for delivering market-leading service excellence for their customers and advisers.

Role Profile

* Ensure that internal controls are operating effectively, in line with both internal & external regulatory requirements

* Ensure a high quality of service is maintained and that legislative, customer and Company requirements and standards are met within stated timescales

* Monitor the governance of the Company's Investment Operations to ensure adherence to the investment practices set out in the company's investment Governance Regulations

* Record errors for further analysis to prevent reoccurrence

* Oversight of the gathering of appropriate data to assist with the notification of corporate actions to Policyholders and their advisers and to subsequently assist with the co-ordination of their responses and onward instruction to the market

* Oversight of the input Corporate Actions (all associated investment transactions) to the company's Investment Administration System within agreed time scales ensuring that Policyholder's records are correct at all times by adhering to the agreed checking procedures

* Oversight of the accuracy of the security universe in both TRACERX and CAMRA including security set-up, warnings, reporting flags, Cofunds / Calastone data, GWL trading restrictions and asset review data

* Oversight of the processing of the error trading calculations & prioritising based on risk to the company

Person Profile

To ensure that this role is carried out to the desired level, the successful candidate should have the following skills and experience:

* Minimum 5 A* - C Grade GCSEs (including English and Mathematics) or equivalent - essential

* An understanding of the Life & Pensions Industry, and related UK PPB Investment Regulations

* Excellent people management / team coaching and leadership skills

* Confident to deputise in the Manager's absence

* Understands and meets the needs of the customer

* Excellent organisational skills and ability to meet tight deadlines in an environment with competing priorities

* Excellent written and verbal communication skills

* "Can Do", proactive attitude

* Diligent and conscientious in the accuracy of their work, excellent attention to detail

* Ability to operate in a fast paced, dynamic environment and able to work under pressure

Desirable:

* Achieved or working towards Introduction to Securities qualification
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