Operations Specialist - ISA/GIA Transfers

Location: Hybrid – 3 days a week in Manchester
Salary: From: £32,000

Who we are:

interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £80 billion and over 500,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

PURPOSE OF ROLE:

We are recruiting for a Operations Specialist to provide product (ISAGIA) expertise to the Transfers team. Taking responsibility for escalations and issues arising on the transfer of customer accounts into and out of interactive investor. To perform task validation, authorisation and quality assurance, as well as the administration and oversight of key controls. The individual is required to utilise product expertise to resolve complex queries, identify inefficiencies, implement improvements and maintain compliance in the continually changing regulatory environment. You will be responsible for the completion and administration of risk management documentation and the subsequent liaison with Operational Oversight.

KEY RESPONSIBILITIES:

• Perform live task validation, authorisation and quality assurance
• Use product expertise to resolve escalated queries to provide positive customer experiences
• Utilise skills and knowledge to coach and develop team members
• Be accountable and take ownership to resolve any customer dissatisfaction as required
• Identify opportunities for improvements to efficiencies and customer experience
• Be adaptable to change, with the ability to move between tasks as business needs require, working on wider departmental activity as and when the need arises
• Make informed risk decisions, effectively and credibly debating and challenging management recommendations within your role in line with the approved Risk Management Framework
• Documenting Risk Events and Regulatory Breaches, suggesting ways in which risks can be mitigated, using root cause analysis and maintaining oversight of controls
• Ensure all CASS related activities and processes are completed daily to safeguard client assets
• Leading the team as required, coordinating workloads and resource in order to maintain agreed SLAs
• Accountable for your own personal development and maintaining your skills and knowledge to keep up to date on ii products, industry best practises, legislative guidelines and regulatory requirements
• Maintain the organisation’s first line of defence by ensuring individual adherence to business and departmental processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance
• Update procedures, providing coaching to the team as required