About This Role

Summary of the role

To work as part of the Suspense Utility Leadership team as Suspense SME to deliver all Suspense activities in line with published SLAs. To oversee suspense and exceptional money handling of circa £5bn+ annually, across Diligenta, report, resolve and manage end to end suspense journey. Create, establish and influence new corporate standards to align to compliance and customer duty regulations. Actively assess, value and mitigate risk arising from suspense activities to reduce operational losses annually.

This role can be based in any of the Diligenta locations.

What you'll be doing

• Influence client investment decisions through producing business case with mutually beneficial outcomes for Diligenta, Client and customers. Work collaboratively with other teams to understand business and customer needs.
• Responsible for the co-ordination of multiple migration activities for suspense to minimize and mitigate migration risk for some £80bn of business to be migrated. Deliver all services to business and customers in a timely manner to meet expectations.
• Monitor and Manage Suspense Leads to ensure management of suspense activities. Complete all people and performance management activities. Escalate risks and issues to line management in a timely manner and assist with implementation of solution where appropriate.
• Pro-actively Work with Risk managers to identify, mitigate, manage and prices risk on an ongoing basis with effective cost benefit business cases to reduce overall corporate risk footprint. Ensure that all decisions are appropriately documented in an audit trail.
• Establish new customer journeys for positive outcomes, working with consumer duty and compliance teams and enable reduction in complaints overheads through efficient customer journey outcomes. Operating as the Suspense SME for all Suspense related initiatives. Actively participate in team meetings and workshops attended.
• Create and establish an RCA framework as SME to assist in materially reducing overall operational losses and complaints across all accounts.
• Develop strong understanding of Bancs Pas system. Acting as the Suspense Expert, to influence the Bancs development pathway for operational efficiency.
• Drive commercial outcomes and efficiency to reduce unit cost and improve customer outcomes.

What we're looking for

• Understanding Data
• Analytical Skills
• Reporting Writing Skills
• Organised Approach
• Bancs Knowledge
• Pension Scheme Knowledge.
• Base Life / Pension Product Knowledge
• Commercial Mindset.
• Excel Skills
• Policy system knowledge
• Proven life and pension experience working in areas such as migration, technical support, oversight, client responsibility.

The hiring manager to contact is: Dipen Shah Email: dipen.shah@diligenta.co.uk

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