We are now looking to recruit a hardworking, articulate individual to join our Transfer Out Department where you will play a key role in providing our award-winning service to our customers. For hard working individuals, there are excellent career development opportunities available.
We have big growth plans with multiple opportunities available across a variety of teams and inductions will take place for these roles fortnightly.
Key Accountabilities
- Cleansing data to ensure that the Transfers Out Manager can provide the Head of Payments with detailed and quality MI across the department.
- Review existing reports and data to make improvements on reporting.
- Focus on FCA data requirements and ensuring that aged cases are regularly assessed, moved forward, and escalated where necessary.
- Regularly review processes and procedures to identify risks and controls as well as improvements. A focus here will be on identifying trends and patterns to highlight areas of improvement.
- To collaborate with the Transfers Out Manager and the teams to successfully implement RPA changes to existing processes.
- To organise the work needed for regular audits carried out across the department including walk throughs and follow up work.
- Review CASS breaches and complaints and assess systemic cause to identify any areas of improvement or training needs.
Key Responsibilities
- Manage own time effectively to meet business objectives.
- To continuously look for ways to improve the effectiveness and efficiency of the department, delivering improved service for customers and advisers.
- Contribute to and manage projects impacting Transfers Out, assist with business projects and change integration, and embed necessary changes within the teams.
- To contribute and participate in operational resilience planning on an ongoing basis.
- Support the review of complaints and breaches. Identifying trends and area of improvements and identifying key risks.
- To build and maintain relationships with specialists and managers from transfer teams at other counterparties to work to improve transfer times.
- Highlight areas of improvement within the customer journey and OPI performance across all teams.
- To maintain a broad market awareness and commercial knowledge of relevant regulatory change and developments.
- Facilitate internal & external audits, supporting walkthroughs and sampling and completing relevant actions.
- Oversee testing plans and implementation.
- To ensure that all departmental processes are fully defined and properly documented as standard.
- To identify, control and manage risks within own business area.
- Use AI to improve processes and efficiencies across area.
- Use of VBA Macros to automate processes and information gathering.
- Any other duties as requested by the Head of Payments & Transfers Out Management Team.
Knowledge & Skills
- Strong management and leadership skills.
- Effective at building relationships and engaging employees.
- Good planning, organisation, and time management.
- Skilled in report writing and risk management.
- Knowledgeable in HMRC rules, pension legislation, and AJ Bell products and systems.
- Familiar with customer service procedures, including complaints and compliance.
- Knowledge and experience of macros, automation and data analysis is key.
- Ability to build, use and maintain Macros.
- Understanding to use and integrate AI into daily tasks / role.
- Numerate, literate, and commercially aware.
- Proficient in MS Office, especially Word, Excel, and Outlook.
- Customer-focused with good problem-solving and decision-making abilities.
- Able to lead by example.
What we offer
- 26 days holiday, increasing with service + buy/sell scheme.
- 7% pension with matched contributions.
- Discretionary bonus scheme.
- Share schemes (including free shares and BAYE).
- Health Cash Plan and discounted private healthcare.
- Free onsite gym.
- Enhanced family leave (subject to qualifying criteria).
- Travel and bike loan schemes.
- Employee Assistance Programme.
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