Adviser Services Technician

Adviser Services Technician

Here at Old Mutual International we are recruiting for an Adviser Services Technician to join our Client & Adviser Services team based on the Isle of Man.

This role is concerned with the delivery of a high quality experience for our Customers and Financial Advisers. Working as part of a high performing team, the team member will be responsible for supporting the administration of our products, including the provision of technical information to colleagues and problem solving when issues arise.

To be a Subject Matter Expert in appropriate field ensuring that product, process and regulatory knowledge is current. To deliver training as required and act as a point of contact for queries from colleagues and provide support to project work and system enhancements/system fixes.

To directly support the Team Manager. This will involve ensuring that we are servicing client instructions within acceptable timescales and quality. You will be required to support monitoring reviews and investigations and responses to complaints, conduct root cause analysis and propose viable solutions to improve process controls resulting from these investigations/trends identified.

To administer all aspects of work, to a high standard and in line with procedures and service standards, in particular the complex and non-standard cases.

You will have responsibility for managing the delivery of the short term strategic activities for the team and organisation; including aspects of risk and control management.

Covering responsibilities in the absence of your manager and colleagues.

Key Responsibilities and Scope of role:

Technical Assistance

• Help the Manager to ensure that the technical capability of the team is suitable.
• To be a key support to the team, Customer Service Centre, Relationship Management, Regional Offices and Sales Consultants.
• Guide others through the management of complex queries through imparting knowledge.
• Act as a buffer to ensure that non-value adding requests are not cascaded into the team.
• Responsible for the definition of current business processes through the use of User Guides, Process Guides, Control documentation and any other supporting documents ensuring their accuracy. You may be required to audit against these documents.
• Carry out Root Cause Analysis and Problem Solving as required and highlighted by quality data from a variety of sources such as the Quality Tool, Error Log, and Complaints etc.
• Conduct technical skills coaching with team members as required in partnership with the Work Place Coaches.
• Use in-depth technical knowledge to develop 'first line of defence' mechanisms to support risk framework or Financial Control Initiative (FCI).
• Promote good risk management practices throughout the department.
• Carry out testing on system enhancements/changes as required.
• Escalate system issues and defects in the appropriate manner.
• Support any business projects and initiatives as required.
• Ensure all relevant MI is collated and produced to the highest level of accuracy, for all required reporting.
• Communicate complex issues to key stakeholders in simple terms.

Process Management

• Responsible for the accurate and efficient completion of administrative tasks in the relevant area. This may, from time to time, include the allocation of work to colleagues.
• Handle any process or system related referrals. Completion of problem solving activities, and making key decisions and recommendations where required.
• Complete checking, authorisation and random sampling as required ensuring all customer, regulatory and internal control requirements are met, providing constructive feedback to individuals on errors and provide support to reduce errors.
• Liaise with relevant parties via telephone, letter or email and provide information as requested internally and externally.
• Ensure pended work is reviewed, chased and closed within expected timescales.
• Proactive, solutions based approach to understanding issues which arise, and then able to implement actions according to administrative policies and procedures.
• To complete all tasks in line with our group values, service standards, procedures, compliance guidelines, industry regulations and within cost and efficiency parameters.

Continuous Improvement

• Ensure that opportunities for process and service improvements are captured and progressed.
• Champion and lead a culture of customer service excellence and continuous improvement.
• Support, encourage and live the Treating Customers Fairly principles and supporting TCF improvements.
• Ensure that opportunities for process and service improvements are encouraged and implemented and best practice is shared.
• Assist with the development and monitoring of performance metrics and use these to deliver positive change.

You may, from time to time, be required to undertake other activities of a similar nature in other teams that fall within your capabilities as directed by management.

• Interaction with regional offices.

You may, from time to time, be required to undertake other activities of a similar nature in other teams that fall within your capabilities as directed by management.

Key Behavioural Skills:

Focus on our values:

Pioneering:

• Innovate, take bold steps forward
• Stand up for what's right
• Question convention and stay curious

Dependable:

• Use expertise to deliver on promises
• Persevere to get the right outcome
• Act with focus and care

Stronger together:

• Collaborate, learn from experience, and adapt
• Share openly and transparently
• Listen, to include new perspectives

Additional behaviours/skills that are desired for this role include:

• Good analytical skills
• Ability to work under pressure, to tight deadlines and with multiple priorities
• Technical, system, product and regulatory knowledge
• Work flexibly and as part of a team
• Strong written and spoken communication skills
• Attention to detail with a strong focus on quality outcomes for Customers
• Ability to absorb and retain information quickly
• Ability to work within a strong control framework in order to support the business to remain fully compliant with controls and regulations
• Illustrate professional behaviours at all times

Qualifications required:

Essential:

5 GCSE's Grade C or above including Maths and English and/or NVQ Level 1 or equivalent

Desired:

Industry related qualifications and experience

Experience required:

Essential:

• Good basic computer skills and experience using Microsoft Office applications
• Experience within a similar role within the Financial Services Industry and with good Anti-Money Laundering knowledge/experience
• Use of Outlook
• Life Administration systems such as AS400