About This Role

• Oversee Notifiable Event resolution ensuring planning and tracking is in place throughout the event resolution lifecycle to remedy impact and ensure good customer outcomes within agreed standards.
• Ensure all aspects of Event resolution operate within a controlled risk environment and comply with Diligenta and Client practices and governance to safeguard business and customer risk exposure.
• Identify and manage blockages, providing guidance or escalation as necessary to ensure the required engagement and support to minimise disruption or delays in event rectification.
• Lead Notifiable Event resolution team(s) or activity within assigned span of control developing core skills and competencies to maintain a dynamic team of problem resolution expertise and consistency of practice.
• Plan and monitor resource, skills and delivery of actions to complete assigned activities within the agreed standards for timeliness, accuracy, clarity and financial integrity.
• Develop and maintain strong relationships across the multi-function Diligenta/TCS and Client partner areas to drive positive collaboration in all aspects of Event resolution as “One Team”.
• Identify and drive improvements to maximise operational efficiency, employee satisfaction and deliver effective resolution practices.
• Prepare, interpret and monitor reporting data to inform state of play and performance against key standards.
• Complete and report robust root cause analysis and lessons learned recommendations to prevent similar events from occurring in future.

• 5 years + customer service experience in the Life & Pensions industry in the role of Specialist, Team management or Project Services or equivalent.
• Track record in successful issue resolution or change management
• Analysing management information data.
• Managing or working with senior personnel and/or stakeholders.
• CII Financial Planning Certificate Paper 1 -Financial Services and their Regulation (FPC1); or CII - UK Financial Services,Regulation and Ethics (CF1)
• CII Financial Planning Certificate Paper 2 -Protection, Savings & Investment Products(FPC2); or CII Life Office Administration(FA1); or CII Collective Investment SchemeRegulation (FA4); or CII Individual Savings Account Administration (FA5); or CII Pensions Administration (FA2)

The hiring manager to contact karen.mellon@diligenta.co.uk

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