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PURPOSE OF ROLE:
The role is responsible for performing key task validation, authorisation and quality assurance, as well as the administration and oversight of key controls for all our Sipp . Help supervise workloads & train junior members of the team and assist customer queries.
The role individual is required to utilise subject matter expertise to resolve complex client and employee queries, identify operational efficiencies and best practice opportunities, and initiate action to maintain compliance in the face of a continually changing regulatory environment. The role is responsible for the completion and administration of risk management documentation and the subsequent liaison with Operational Oversight. The role is responsible for testing system updates as part of system enhancements. The role is required to assist in maintaining our relationship with Barnett Waddingham. This role will act as a technical referral point with the team, to support the manager with escalated queries, project planning and implementation.
Requirements
KEY ACCOUNTABILITIES:
CUSTOMER SERVICE
• Treat clients fairly at all times
• Maintaining relationships with third party trustees, and Barnett Waddingham
• Customer focused
CONTROL (RISKS, FINANCIALS, PROCESSES)
• To perform live task validation and authorisation, as well as retrospective quality assurance
• To administer or maintain oversight of key departmental controls and reflect as necessary
• To complete department risk management documentation such as Risk Events and Regulatory Breaches and track delivery of subsequent actions including the necessary liaison with Operational Oversight
• To identify areas of risk/exposure within the department and to suggest ways in which such risks could be mitigated
• Maintain the first line of compliance defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
• Maintain the first line of defence by operating risk controls assigned to the individual
• Maintain the first line of compliance defence by ensuring team adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance, with particular reference to CASS regulation
• Responsible for ensuring all CASS related activities and processes are completed daily to safeguard client assets.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Appetite Framework
LEADERSHIP
• Use subject matter expertise to resolve complex or escalated queries ensuring positive client and employee experiences.
• To ensure that procedures are up to date and provide technical coaching in regards to revised procedures, systems enhancements or regulatory changes impacting the department
• To perform task processing within the department when called upon
• In the absence of the Team Manager, to step up and lead the team coordinating workloads and resource in order to maintain agreed SLA’s
• Complete Month End Certification at Month End
• In conjunction with the Manager ensure that all delivery promises & performance standards are achieved and provide feedback to the individual.
• Escalate problems and cases to the manager
• Be a point of reference for technical queries
• Complaints – recognise & escalate complaints to the manage, and collate information and be aware of themes
CHANGE
• To identify & challenge opportunities for process improvements within the department which could increase process efficiency and enhance client experience
• To perform departmental testing when called upon
• Maintain & develop further knowledge of Pensions within the team
• Identify training needs and raise with the manager, proposing solutions where possible
• Monitor & update procedures accordingly and ensure the team are kept up-to-date
CORE CAPABILITIES:
• Ability to challenge, improve and document processes and procedures from a technical aspect to ensure that they meet with HMRC & FCA requirements.
• Provide technical support to the team and manager for external & internal queries.
• Effective use of MI and data analysis to aid problem solving
• Able to work at a high level of accuracy
• Risk and control skills to provide effective Quality Assurance across key processes
• Strong communication skills (both verbal and written) to provide feedback/coaching and technical awareness across team members
• Customer & Quality focused
• Able to influence and negotiate across different levels of the business
• Ability to work through issues, identify root cause and implement changes to maximise business efficiency and enhance the client experience
• Capable of working under pressure to deliver against exacting deadlines, and the ability to organize & prioritise your own work loads
• PC literate
• Monitoring changes to the legislation and communicating to the team & the wider business
TECHNICAL CAPABILITIES:
• Detailed knowledge in Sipp’s and Pensions from an industry perspective
• Detailed understanding of internal systems utilised within the department and how they impact the client journey
• Know the Financial Services Sector – specifically Wealth Management
• Know the regulatory environment and associated risks that impact the department and require managing
• Knowledge the FCA rules and requirements for Sipp Operators
• Understand the key product types supported
• Understand the principles of Treating Customers Fairly
• Understand the principles of Training and Competence
• Understand the key drivers of Client Loyalty within a retail environment
• Understanding of Anti - Money Laundering Regulations
• Understand CASS rules and how they are applied within own area
• Understand the Interactive Investor Sipp & Pension Trading Account
Technical expertise keep abreast of development and changes in legislation specifically Pensions
KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED:
• Advanced time management and prioritisation skills.
• Advanced interpersonal, communication and influencing skills.
• Advanced customer service skills.
• Intermediate capability to think clearly and creatively in delivering operational change in line with a defined strategy/vision.
• Advanced ability to stay calm under pressure and display emotional resilience when handling difficult situations or conversations.
• Advanced problem solving skills.
• Intermediate MS Office Skills.
• Knowledge – demonstrate a thorough understanding of Anti – Money Laundering, Pension Regulations
Minimum 2 years’ experience in Pensions
