About This Role

• Assist the manager co-ordinate all aspects of User Acceptance testing for Client Services in terms of resources and test plan requirements.
• Assist/lead on ad hoc activities in line with the business needs and demands.
• The role holder will be required to support in flight and new projects as required by the business to deliver our commitments to our clients and our business.
• Co-ordinate and/or undertake the processing of complex, non day to day and ad hoc administration tasks including scheme level fund switches and fund closures.
• Provide coaching to colleagues and provide technical assistance. Providing guidance in the completion of work and ensure development of knowledge amongst the team.
• Provide ad-hoc support to the Business Change team working with programme managers to ensure an understanding of the systems functionality and constraints to ensure the development and delivery of optimal business solutions. Providing end to end project support as required.
• Maintain a good level of technical knowledge of the relevant processes and systems used in order to meet objectives.
• Assist with maintaining and prioritising the departments issue log and support requirements to ensure business critical and high priority live issues are resolved satisfactorily.
• Assist with and co-ordinate any data integrity activities within Client Services ie scheme rebuilds.
• Work accurately and efficiently to achieve quality standards and to ensure customers receive correct and timely information and to support the delivery of SLAs and other delivery metrics, including customer feedback metrics. This may include making risk based decisions that support the delivery of good customer outcomes;
• Instigate, support and drive through opportunities to improve efficiency of processes, the customer experience and service delivery and to remove failure demand and waste and to drive First Point Resolution;
• Focus on continued personal development and skills and knowledge acquisition to support service delivery across multiple channels and customer demands;
• Demonstrate behaviours which support the delivery of great customer outcomes through the effective management of Conduct Risk, identifying and raising emerging risks  as appropriate;
• Observe contractual and legal obligations by adhering at all times to Diligenta's corporate policies, procedures and guidelines.  This includes, but is not limited to, Data Protection, Information Security, Anti-Financial Crime and other Compliance related Policies;
• Manage own workload to ensure personal and team targets are met.

• Qualified to GCSE standard or equivalent, must include a minimum of Grade 4 Standard Pass or above in Maths and English. Any relevant customer services qualifications or financial services qualifications would be an advantage although not essential;
• CF1 & FA2 desired but not essential;
• Ideally would have evidence of a positive experience within a customer facing environment and an ability to work efficiently and accurately in applying product and systems knowledge across a wide range of queries to carry out processing tasks;
• A confident, professional telephone manner and ability to effectively execute on the above duties, in both written and verbal form;
• Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies. An ability to assimilate new information quickly and to be flexible and adaptable to change as well as to identify, support and drive improvement opportunities;
• Must possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment, being discreet when dealing with confidential information. Must be self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure and in uncertainty; and
• A proven track record of being strong team player with a positive experience within a customer facing environment in the Financial Service sector.

The hiring manager to contact is: Julie Jackson Email: julie.jackson@dgaviva.com

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