Operations QA Administrator

WHO WE ARE:

We are interactive investor (ii), the UK’s number one flat-fee investment platform, here to help our customers take control of their financial future.

Additionally, we provide an industry-leading selection of investments and a team generating up-to-date expert insight. This choice and intelligence can help our customers invest in the way that’s right for them.

interactive investor has been helping investors for 25 years. Over the years, we have seen market highs and lows, and been resilient throughout. We are proud to have over £45 billion of assets under administration, over 350,000 customers, and to be rated ‘Excellent’ on Trustpilot.

WHAT WE STAND FOR:

We are honest, straight-talking and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver. We are ambitious and passionate about what we believe is right for our customers, our teams, ourselves and interactive investor.

PURPOSE OF ROLE:

Ensuring accurate adherence to the departments policies, procedures and regulatory responsibilities.

This role will also include building good relationships with both internal departments and external stakeholders.

Responsibilities will include providing the highest quality service to our customers and answering queries from the Customer Services department and dealing with email/phone queries from customers that relate to Operational processes.

Requirements

KEY RESPONSIBILITIES:

• Perform live task validation and authorisation for payments in and out with a high degree of accuracy, as well as retrospective quality assurance in order to maintain the first line of defence, by ensuring adherence to business processes and procedures that are designed to meet the regulatory standards.
• Administer and maintain oversight of key departmental controls
• Provide support to the Complaints team, to investigate and respond to complaints, ensuring accurate records maintained and deadlines adhered to in line with regulation.
• Perform task processing within the department as required
• Use subject matter expertise to resolve queries, ensuring positive client and employee experiences and escalate identified risks and unresolved issues, providing accurate information to support the investigation.
• Ensure corrective preventative actions are implemented, and are sustainable, to address the root cause.
• Continually and appropriately challenge policy, processes and procedures, recommending improvements to increase efficiency and enhance client experience
• Perform departmental testing as required
• Ensure that procedures are up to date and provide quality training on revised procedures, systems enhancements or regulatory changes
• Make informed risk decisions, effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
• Use the Training & Competence scheme to maintain the appropriate knowledge, skills and expertise to carry out your role
• Provide Management Information, as and when required
• Provide support as needed, in order to assist in delivering team objectives.
• Provide outstanding customer service to meet the requirements of both internal and external customers
• Make customer contact via appropriate mediums to enable straight through processing, where appropriate
• Be part of the departmental telephone query team when required, to support all queries and requests from internal customers
• Work as part of a team, supporting colleagues, promoting a positive work environment & team spirit.
• Confident in delivering an efficient, consistent and high quality service to our customers.
• Flexibility to move between tasks as business needs require
• Make informed risk decisions, effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.

SKILLS & EXPERIENCE REQUIRED:

• Detailed knowledge of departmental processes and purpose
• Detailed understanding of internal systems used within the department and how they impact the client journey
• Ability to use initiative and problem-solving skills to creatively resolve issues and find solutions
• Advanced communication skills – ability to build rapport with colleagues, customers and 3rd parties as required, across all communication channels. Sharing information in a clear and professional manner.
• Advanced enthusiasm and willingness to learn new tasks and pass on this knowledge through training, coaching and mentoring
• Demonstrate the ability to prioritise and manage own workload in accordance with assigned priorities
• Ability to adapt to a changing regulatory environment
• Demonstrate flexibility, to move between different tasks and at short notice to support business requirements
• Advanced ability to deal with high volumes of processing work and stay calm under pressure
• Display emotional resilience when handling difficult situations, always maintaining a high level of accuracy
• Ability to think holistically and creatively in delivering operational change in line with a defined strategy/ vision.
• Knowledge of the business objectives, products and processes and consistently demonstrate ii values
• High degree of PC literacy – navigate a broad range of internal systems, advanced knowledge of MS Office applications
• Knowledge of the Financial Services Sector – specifically Wealth Management
• Knowledge of the regulatory and legislative environment and associated risks that require managing
• Understand FCA rules in particular CASS rules and the principles of Treating Customers Fairly
• Understand the regulatory environment and associated risks that require managing
• Use the Training & Competence scheme, to maintain the appropriate knowledge, skills and expertise to carry out the role competently, including the timely completion of all mandatory and recommended training.
• Minimum of 2 years’ experience working within an administration environment in the financial services industry

PERSONAL ATTRIBUTES:

• Clear communicator
• Strong team player
• Demonstrated passion and drive for delivering the best outcome
• Moving with speed – delivering faster and better
• Decisive and take ownership of outcomes
• Not afraid to challenge and be open to challenges