About This Role

Summary of the role

To carry out the tasks required of the Remediation Calculations Team and support the Remediation Manager in providing remediation output to CMS. To perform high quality analysis on complex issues and deliver solutions to the business and our customers, in line with the objectives of the department. To support Team Leaders to lead and manage team/teams to provide an effective service to customers within service guidelines and standards. To provide clear direction to your team/teams making links between business strategy, personal goals and improved customer outcomes. To build a strong and flexible team managing individual performance, developing people's strengths and expertise and stretching them to perform to their best and drive value for the business.

What you'll be doing

• Deliver all services to business and customers in a timely manner to meet expectations. To manage customer expectations where work items are not delivered to plan.
• Behave as an advocate for CMS to promote reputation across the business
• Responsible for signing off the content of knowledge management for their area of expertise.
• Propose process improvements to reduce cost and failure demand and improve controls and improve customer outcomes.
• Take an active role in stakeholder management by developing good working relationships with customers (internal and external where required)
• Actively participate and lead workshops
• Represent Diligenta in dealings with external stakeholders.
• To coach the team on technical knowledge needed to conduct their role.
• Lead team discussions in team meetings
• Deputise for line manager as appropriate
• Obtain appropriate management approvals to the required solution (in line with risk framework). Escalate risks and issues to line management in a timely manner and assist with implementation of solution where appropriate.
• Make decisions that ensure the integrity of financial data is maintained.
• Ensure that all decisions are appropriately documented in an audit trail.
• Responsible for self-development and keeping up to date with industry knowledge
• Ensure that controls are applied to manual processes carried out within CS Support in line with the Governance Framework
• Provide support and guidance to team regarding Root Cause Analysis.
• Escalate risks and issues to line management in a timely manner and assist with implementation of solution.
• Actively promote and support knowledge management within the team

What we're looking for

• Strong interpersonal skills - is self-aware and can connect with others
• Able to work to deadlines - can manage multiple demands
• Advanced skills in MS applications.
• Solid mathematical aptitude.
• Ability to make effective decisions under pressure.
• Ability to think analytically and should be a problem solver.
• Ability to gather and interpret relevant data and information.
• Ability to confidently communicate complex concepts verbally and in written form to all stakeholders.
• Leadership and coaching skills with the ability to help develop and inspire a can-do culture and personal accountability within the Manual solutions section
• Knowledge of Regulatory and legislative requirements relating to Life and Pensions in line with company T&C scheme
• A high level of computer literacy
• Detailed SQL/Excel knowledge and analysis techniques.
• Detailed knowledge of alpha and an in depth understanding of the processes used by Alpha to revert to manual processing
• Proven analytical experience, ideally within the life and pensions industry
• Proven experience of migration or large programmes of work in a senior capacity

The hiring manager to contact is: David Griffett Email: david.griffett@reassure.co.uk

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