About This Role

• To develop and maintain strong working relationships within team and relevant Operational areas, to engage and maintain open channels between all audiences for the management of controls. Ensure all internal requirements are met.
• Assisting management team, where appropriate with daily tasks. Acts as a good team player, participating willingly and acting in support of the team.
• Proactively driving to clearance and supporting Operational areas for the recovery of Operational losses and Agency debt working within set guidelines. This involves monitoring repayments, developing repayment plans, chasing unpaid payments and answering queries including complex queries. Contacts customers by telephone, e mail, secure message or letter, as appropriate, to efficiently resolve queries/obtain required information/prompt repayment.
• Actively analyse and monitor controls and reconciliations to ensure clearance within agreed guidelines, timescales and achieving performance set targets. Ensuring any trends are highlighted to management and key stakeholders in a prompt and timely manner to ensure the appropriate remedial action can be taken.
• Work with Central BaNCs Support Team in ensuring Operations areas manage their exceptions controls with a focus on the delivery of actions to a timely closure. Proactively addressing exceptions, or highlighted issues ensuring these are escalated promptly.
• Identify and highlight opportunities for new and/or improved controls for any future potential areas of concern, input to recommendations, help implement changes to achieve the highest levels of customer satisfaction. Supports continuous improvement initiatives/projects/Incident and Risk Events as required.
• Checks the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained. Undertakes independent quality assurance audits.
• Provides informal guidance and/or conducts (on job) training/briefings for team colleagues as required.
• Support migrations to BaNCs by supporting testing of relevant control including the implementation of new controls. Identify and highlight any issues promptly. Support development of any new and/or improved controls requirements. Support Operations, Transformation and IT with testing of new and existing controls to implementation into BAU when required.

• Life and Pensions experience and good understanding of the financial services regulatory environment Experience of working in a customer focused environment  
•  Good understanding of the Data Protection Act, anti-money laundering requirements, and relevant compliance and regulatory standards.
• Strong organisational and workload management skills, with the ability to prioritise competing demands, meet deadlines, and work effectively both independently and as part of a team.
• Excellent written and verbal communication skills, with the confidence to build effective relationships and liaise with colleagues across multiple teams and with customers.
• Strong analytical, problem-solving, and decision-making skills, with the ability to identify, assess, and escalate potential risks promptly.
• A strong customer-focused approach, with a commitment to delivering a professional and high-quality service.
• Proven ability to work to deadlines, achieve targets, and manage time effectively in a fast-paced environment.
• Good technical and IT skills, including proficiency in Microsoft Excel and general PC applications.

The hiring managers to contact are: Gemma Alcock & Jane Lawrie Email: Gemma.Alcock@diligenta.co.uk & Jane.Lawrie@diligenta.co.uk

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