About This Role

• Ensure that in each of the following accountabilities/responsibilities, the FCA’s Consumer Duties Principles are 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.

• Relevant industry qualification (e.g. CII, PMI, CFP/FPC or equivalent, Law degree or similar).
• 7–8+ years' experience in financial services, including at least 3 years in a technical or Ops SME role.
• Background in customer services, technical services, product development, or a similar function.
• Proven experience implementing regulatory change and translating requirements into business processes.
• Strong technical expertise in at least one specialist market area, with a good understanding of another.
• Good knowledge of financial services products, FCA regulation, and wider industry legislation and best practice.
• Understanding of the roles of regulatory bodies, including HMRC, The Pensions Regulator and DWP.
• Commercial awareness with a good understanding of customer service operations and business objectives.
• Excellent communication, influencing and stakeholder management skills, including at senior level.
• Strong analytical, problem-solving and decision-making skills with excellent attention to detail.
• Ability to explain complex technical information clearly and produce high-quality policy or scheme documentation where required.
• Effective organisational, time management, coaching and mentoring skills, with the ability to manage competing priorities and adapt to change.

The hiring manager to contact is: Dawn Darnton & Adrian Decunha Email: Dawn.Darnton@diligenta.co.uk & Adrian.Decunha@diligenta.co.uk

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