About This Role

• Learn to address and resolve complex legislative, product, compliance and non-standard process queries - providing in the moment coaching or training as appropriate. Referrals will be dealt with over the phone, via e-mail or face to face
• Learn to analyse referral trends, provide feedback and implement improvement activity to reduce queries by initiating process changes and/ or providing technical training
• Gain proficiency in disseminating technical information (written and verbal communication) ensuring full understanding and onward cascade to those impacted
• Develop to act as Subject Matter Expert (SME) for projects/Risk Events ensuring work undertaken is technically compliant and that risks are identified and raised in project risk registers
• Become competent in assessing the impact of change(s) on Customer Service and facilitate necessary changes
• Gain proficiency in the technical sign off of all project/Risk Event related outputs e.g. Business Requirement Documents (BRDs), procedure guides, test scripts, technical briefing material and Q&As etc
• May be required to support TC – coordinating Technical Support involvement in projects across different business areas
• Learn to support the Business Acceptance Testing team by providing technical knowledge of product and processes whilst completing testing before every BaNCS release
• Complete post release verification and regression testing after every BaNCS release and provide updates on all aspects of testing results
• Learn to provide technical consultancy and support to Customer Service in the resolution/ mitigation of risks and/ or introduction of controls e.g. closure of audit actions, compliance concerns, incidents and escalations, department specific risks / controls
• Develop skills and behaviours as agreed with team manager in order to support improved performance going forward
• Maintain and develop knowledge in area of specialism. Develop breadth of knowledge across other product and platform ranges

• Technical Expertise – Life and/ or Pensions
• Platforms – BaNCS
• Communications skills – including ability to manage expectations, influence decisions, attain buy-in and effectively negotiate and compromise
• Planning and organisation with ability to self-prioritise workload
• Business awareness
• Compliance and legislative awareness
• Effective coaching and training skills
• 5 years’ experience in Life and/or Pensions

The hiring manager to contact is: Stuart Patten Lawrence Email: Stuart.PattenLawrence@diligenta.co.uk

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