About This Role

• Technical input to/taking the lead on, and potentially ownership of projects and initiatives,
• Dealing with enquiries referred to Technical Services from all areas within the account and from Financial Advisers, promptly and with technical accuracy,
• Ensuring compliance with regulation and legislation.
• Managing and developing members of the team.

• Provide technically correct answers to complex queries, taking into account regulations and legislation, product and scheme rules, in line with agreed service standards. 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.
• Be responsible for the interface with Risk Management, Change, Customer Services, and other major departmental interfaces as appropriate, at a senior level and be instrumental in the decision-making in the assessment of the impact and practicability of implementing regulatory change. Maintain, build and own on behalf of Technical Services effective and excellent working relationships with both internal and external colleagues and customers.
• Provide expert advice, instruction and guidance in determining the impact of legislative and regulatory changes on business processes and documentation, lead technical input to developments to facilitate satisfactory implementation and final technical sign-off to those changes. Be responsible for own personal and professional development, and maintaining expert business, legislative, regulatory and market knowledge. Achieve and maintain competence as required, as well as implementing and maintaining a Personal Development Plan in partnership with your immediate manager.
• Provide technical input and sign-off to changes to business procedures to ensure continuing contractual, regulatory and legislative accuracy. Provide technical input to marketing and training material, supervising and carrying out technical training as required.
• Formally own and implement local projects and initiatives, and provide technical expertise on other strategic, price sensitive or large corporate projects and change programmes to ensure regulatory, legislative and product rules compliance.
• Supervise and 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. Via mentoring and training, both formal and informal, provide colleagues, customers and Senior Managers with the technical skills, knowledge, coaching and training (as appropriate) in support of excellent customer service.
• Deputise for the Senior Technical Manager in his/her absence.
• Manage the performance and development of staff under your control to ensure optimum resourcing and a motivated workforce. Ensure the delivery of Diligenta’s performance management requirements and that all its processes and tools are fully utilised in managing your people.
• Breaches – provide Technical Support to breaches raised by Diligenta or the Client’s business areas.

• Industry qualifications relevant to the specific role undertaken, e.g. CII, PMI, FPC1, 2 &3, AFPC or other relevant equivalent industry-wide qualification
• At least 10 years relevant business experience including at least 5 years in a technical environment, preferably as a technical consultant
• Experience of management, via performance management and mentoring of a small team
• Excellent and highly expert knowledge and extensive experience in at least one specialist market sector, 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 broad perspective and good working knowledge and understanding of the financial services market, the technical issues it faces and industry best practice
• Strong commercial awareness and a good understanding of the business drivers and key deliverables of the Customer Services area and the wider M&G Account.
• A detailed knowledge of the FCA regulatory environment
• A detailed knowledge of the working practices of regulatory bodies, such as HMRC, DWP, the Pensions Regulator and HM Revenue & Customs
• A good working knowledge of the M&G account operations

The hiring manager to contact is: Robert Ballard Email: robert.ballard@diligenta.co.uk

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