SKILLS AND EXPERIENCE:

• Minimum of 5 GCSEs or equivalent, including English or Maths (grade C or above)
• Previous experience within a quality checking role or performed a sign off function
• PC Literate (MS Office)
• Excellent analysis skills utilising information to build & influence continuous improvement; cost efficiency
• Excellent interpersonal and organisational skills
• Attention to detail with a commitment to delivering work of a high standard
• Organised, precise and enjoy challenging situations, whilst having the persistence to see a job through to conclusion
• Logical, systematic, adaptable and a self-starter, with the ability to research and gather facts, working to clear guidelines and company standards
• Unwavering focus on quality, service and results
• CF1 (UK Financial Services Regulation and Ethics) & FA 2 (Pensions administration) (desirable)

• As part of a team, delivery of the prescribed number of independent checks (phone and cases) required by the T & C policy. Collaboratively developing and maintaining appropriate monitoring systems/processes which facilitate the early identification and communication of risks
• Coaching and feedback to individuals/Team Leaders for all ‘red’/amber results effectively, ultimately reducing necessary re-work by supporting development.
• Documenting accurately all issues identified including remedial actions where necessary
• Collaboratively Identifying trends and communicating alongside summary recommendations; initiatives; month on month progress, until all agreed benchmarks are achieved.
• Act as SME for processes undertaken by non-qualified personnel; product rules and supporting legislation; challenging and escalating ambiguity of current processes or literature
• Monthly monitoring of ‘statutory training’ completion
• As part of a team, using DMS to manage all customer operational documents. Reviewing regularly (annually as a minimum) in light of customer feedback; QA analysis, ensuring they remain current; engaging; clear and ‘approved’ appropriately.
• Collaboratively drafting/testing new processing guides; Amending and updating existing guides in light of recommended change; new propositions; ambiguity; QA results.
• Adherence of T & C Policy and regulatory policies (e.g. DPA/Money Laundering etc.).
• Develop a culture and support the principles of Treating Customers Fairly understanding and responding effectively to ever changing needs of all customers; reviewing and improving the controls that are in place to ensure both internal and external customers are treated fairly
• Embracing development to help deliver a culture of continuous improvement including, supported by use of a ‘personal development plan’ and suggesting/contributing fully to change and process improvements to support the continuous improvement of our service,