About This Role

Summary of the role

To provide Technical Support to Customer Services, and through a wider remit across the whole of the Diligenta M&G Prudential account (and Diligenta if necessary/required):

• by providing technical support, guidance and education to those areas;
• achieved via technical input to projects, dealing with enquiries referred to Technical Services from all areas within the Diligenta M&G Prudential account and from Financial Advisers, promptly and with technical accuracy;
• ensuring that current practices and processes are kept up to date with regulation and legislation, through detailed interpretation of existing, new or revised legislation and regulation and advising the business of any changes.
• covering legislation and guidance published by HMRC, DWP and TPR.

This role can be based in Reading or Stirling.

What you'll be doing

• Ensure that in each of the following accountabilities/responsibilities, the FCA's Consumer Duties Principles care considered.
• Provide technically correct advice, guidance and answers to complex queries and complaints, including those via the Chief Executive or Press Office, taking into account regulations and legislation, product and scheme rules, and in line with agreed service standards. Potentially, also to take ownership of cases handed-off by Customer Relations and Third Party Service Providers.
• Liaise with Prudential Risk Management, Diligenta Compliance, Prudential/Diligenta Change and Customer Services as appropriate, to assess the impact and practicability of implementing regulatory change.
• Determine the impact of legislative and regulatory changes on business processes and documentation, provide technical input to developments to facilitate satisfactory implementation, and provide ultimate technical sign-off to those changes.
• Provide technical input to marketing and training material, carrying out technical training as required.
• Draft and produce contractual policy documents and servicing documents to be issued to policyholders to support and explain the terms and conditions of all new and legacy products offered by Customer Services UK and Europe.
• Participate in and provide technical expertise on projects and change programmes, some of which will be price sensitive and/or large corporate projects, to ensure regulatory, legislative and product rules compliance.
• Carry out technical integrity checks within the line areas of Customer Services to ensure that existing processes and procedures are consistent with contractual, regulatory and legislative requirements.
• Be responsible for own personal and professional development, and maintain expert business, regulatory, legislative and market knowledge.
• Maintain and build effective and excellent working and networking relationships with both internal and external colleagues and customers.
• Achieve and maintain competence as required, under the Competency Framework, as well as implementing and maintaining a Personal Development Plan in partnership with immediate manager.
• Via mentoring and informal training, provide colleagues and customers with the technical skills, coaching and training in support of excellent customer service.
• Compliance - To ensure that you understand, adhere to, and where appropriate comply with, all relevant
  corporate regulatory policies. This includes completion of any mandatory training requirements.
• Breaches - provide Technical Support to breaches raised by Diligenta or Prudential business areas.

What we're looking for

• Proven relevant business experience, including working in a technical capacity.
• Senior customer services, technical services, product development, or equivalent, background.
• Proven record of technical expertise and in implementing regulatory change to processes and procedures within a customer services, technical services or product development area.
• Excellent and expert knowledge in at least one specialist market area, and a good understanding in at least one other, of the product portfolio and systems, current and future regulations, legislation and industry best practices which govern them.
• A good working knowledge of the financial services market, the technical issues it faces and industry best practice.
• A good understanding of the business drivers and key deliverables of the Customer Services area, and the wider Diligenta Prudential account.
• A good knowledge of the FCA regulatory environment.
• A good knowledge of the working practices of regulatory bodies, such as HM Revenue & Customs, the Pensions Regulator and the DWP.
• A broad knowledge of the Diligenta Prudential account operations, and the wider Diligenta Group.

The hiring manager to contact is: Adrian Decunha Email: adrian.decunha@diligenta.co.uk

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