Purpose:
This role is pivotal in ensuring a smooth service offering, identifying and resolving issues with our most important accounts, and driving continuous improvement through data analysis and stakeholder engagement. You’ll apply deep level of relationship management externally and internally, applying ownership to see through issues and opportunities to a swift resolution.
Knowledge:
- Possesses solid platform and industry knowledge.
- In-depth understanding of the new system and its functionality (desirable).
- Strong analytical skills including trend analysis.
- Understanding of training needs and knowledge gaps.
- Awareness of cross-functional processes and dependencies.
- Strong understanding of stakeholder and relationship internally and externally management.
- A strong understanding of customer experience (CX) and service excellence.
- Understands and adheres to all regulatory and company specific policy.
- Understands how to manage own time and deliver in line with change and business needs.
- A strong sense of ownership and responsibility with willingness to learn.
- Excellent verbal and written communication skills and ability to present to senior stakeholders and external relationships.
- Adaptable and flexible to changing priorities.
- Ability to pull together problems and turn them into actionable plans.
Skills:
- Agile, efficient, and adaptable.
- Vigilant and identifies risks that may result in poor customer or adviser outcomes.
- Customer centric in approach.
- Ability to identify and drive training requirements.
- Confident communicator with active listening and presentation skills.
- Relationship building across the dept, wider business and externally.
- Effective workload management.
- Stakeholder management and effective communication across all levels.
- Drives change whilst managing expectations.
- Produce MI for various stakeholders, both internal and external.
- Analysis of root cause themes to help drive forward improvements.
- Able to pull together relevant presentations for external and internal stakeholders.
- Problem solving and solution orientation.
- Understands Consumer Duty responsibilities and is vulnerable customer focussed.
Accountability and deliverables
- Perform trend analysis on issues raised to identify root causes and recurring themes.
- Collaborate with key stakeholders internally and externally to ensure timely resolution and communication.
- Maintain/ Gain a deep understanding of the new system and ensure your team is equipped to handle technical queries confidently.
- Distinguish between training/knowledge gaps and genuine system issues, and escalate appropriately.
- Track and monitor all queries and issues raised, ensuring accurate documentation and reporting.
- Ensure appropriate controls and governance are in place.
- Present insights, solutions, and recommendations based on analysis to drive system and process improvements.
- Build and maintain strong relationships across internal and external stakeholders.
- Identify and drive forward training requirements based on query trends and team feedback.
- Support the development of knowledge and training materials to reduce future escalations appropriate for external use.
- Ability to pull together action plans and track them through to resolution, report our to relevant stakeholders internally and externally.
- Represent the team in cross-functional meetings and contribute to strategic discussions around system performance and user experience.
- Take ownership of personal and team development, managing performance issues accordingly.
- Adapt to changing environments and lead through change.
- Clear understanding and an advocate of our business culture and values.
A little about us
We’re the Nucleus Financial Platforms group and we help make retirement more rewarding.
People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.
Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.
Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.
Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion.
For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.
More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.
At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.
