O'loughlin Recruitment Ltd

INCIDENTS & COMPLAINTS ANALYST Overall purpose of the job: Reporting into the Operations Support Manager, the Incidents and Complaints Analyst is responsible for monitoring, analysing, and investigating operational incidents and customer complaints. The role requires root cause identification, timely resolution, trend analysis, and continual improvement recommendation making. This must be whilst meeting regulatory requirements and upholding Consumer Duty standards to deliver good outcomes for pension scheme members and customers. Main Activities & Responsibilities: Investigate and analyse operational incidents and collaborate with internal teams to ensure timely corrective action and preventative measures are implemented to mitigate the risk of recurrence. Produce incident trend analysis MI and commentary for Operational Managers and Senior Leadership Team. Completion of price comparisons and any loss/gain analysis for customers that may have been financially disadvantaged by an incident. Logging and acknowledging incoming customer complaints and maintaining the Complaints Register and dashboard. Perform thorough investigations into complaints to understand the root cause and provide clear written responses to customers. Liaise with operational teams to gather evidence to inform resolutions as well as identify systemic issues where trends emerge. Ensure that complaints are managed and resolved within the agreed timeframes. Apply Consumer Duty principles by focusing on good customer outcomes in all investigations and recommendations made to operational teams. Cooperate with the Financial Ombudsman Service (FOS) when complaints have been escalated to collate all relevant information. Bi-Annual collation the information for the Complaints Return for the Financial Conduct Authority. Knowledge, Skills, and Personality: Experience in pensions administration, financial services, or a regulatory environment. Analytical mindset with a methodical approach to problem solving and investigation. Excellent written and verbal communication skills, particularly in writing formal responses. Previous experience of incident analysis and/or complaints handling. Education, qualifications, and special training: A qualification in pension administration is desirable but not essential as support can be offered with professional qualifications. Due to the overwhelming application response, we receive through various sources, should you not hear from us within one week then please assume your application has been unsuccessful. Please note that our client is an equal opportunities employer and adheres to all relevant legislation and offer services regardless of age, race, sex, disability or religious belief.

OPERATIONS SUPPORT MANAGER Overall purpose of the job: The Operations Support Manager will act as a central point of support across all operations functions including Admin, Reporting, Dealing Support, and Reconciliations and Payments as well as the Director of Operations. This role will directly manage the Incidents and Complaints Analyst as well as the Operations Project and Operational Compliance Analyst. This is a varied and hands-on position requiring strong problem-solving skills, the ability to prioritise across competing needs, and a collaborative approach. The ideal candidate will bring knowledge of pensions administration, a keen eye for process improvement, and a passion for delivering excellent customer outcomes aligned with Consumer Duty principles. Main Activities & Responsibilities: Line management of three analysts covering various responsibilities in support of the operational teams. Act as a point of escalation for complex operational issues and complaints. Provide day-to-day support and cover to operational teams across Admin, Reporting, Dealing Support, and Reconciliations and Payments as well as the Director of Operations Collaborate with team leaders/managers to identify and resolve process blockers or inefficiencies. Coordinate cross-departmental support and cover for operational priorities and ad hoc projects. Support the collation, analysis, and presentation of operational MI to the Director of Operations and senior management. Maintain trackers for incidents, complaints, and other operational metrics. Identify opportunities for continuous improvement within operations processes. Lead or contribute to operational change initiatives, including process re-design and system enhancements. Monitor for potential areas of operational risk and escalate as needed. Lead the annual reviews of all customer literature such as Terms & Conditions and Key Features documents and propose changes where required for better customer understanding in support of Consumer Duty. Coordinate internal and external audits ensuring that each business area provides requested samples by set deadlines, and be the liaison point where necessary with clients/auditors Prepare applications to join any industry bodies, ensuring that the operational teams meet the entry criteria and coordinate any external reviews to support applications Attend the Risk Committee meetings when appropriate and assist the operational teams with mitigation measures. Ownership of the full end to end transaction reporting requirements across wider business teams. Collation and analysis of MI from Operational Teams to support the annual Consumer Duty outcomes report. Knowledge, Skills, and Personality: Essential: Experience in pensions administration or financial services operations. Proven team management or supervisory experience. Strong understanding of incident and complaint handling best practices. Excellent organisational and multitasking skills. Ability to analyse MI and draw insights for performance improvement. Effective communication and stakeholder engagement skills. Customer-centric mindset with a commitment to delivering good outcomes. Proactive and solutions focused. Resilient and calm under pressure. Desirable: Knowledge of FCA requirements, particularly Consumer Duty. Familiarity with reconciliation and payment processes. Education, qualifications, and special training: A qualification in pension administration is highly desirable Due to the overwhelming application response, we receive through various sources, should you not hear from us within one week then please assume your application has been unsuccessful. Please note that our client is an equal opportunities employer and adheres to all relevant legislation and offer services regardless of age, race, sex, disability or religious belief.

Operational Administrator Responsibilities: My client is one of the UK's leading alternative investment providers and they are looking for Operational Analyst/ Financial Services Administrator to join their existing team and work out of their Nottingham office. If you are looking to work for a progressive business, please read on! We are recruiting for an Analyst to join our growing Strategic Partnerships (SP) division. Responsible for due diligence and data requests for larger SP clients Wider business development team due diligence requests Supporting Head of SP and SSPM on larger SP account management Supporting Head of SP with Independent Review House due diligence requests and meetings Supporting execution-only SP account management Supporting Head of SP with SP client events and paid engagement events Creating, updating and distributing sales compliance literature i.e. KIDs Lead liaison between the businesses internal teams i.e. finance and SP division Supporting Head of SP in creation and distribution of SP communications to clients Supporting the creation of new SP content for Manager activity Supporting internal sales team training Presenting at sales team meetings Support for regional business development strategy meetings What my client is looking for: Moderate level technical knowledge, understanding and expertise Lead for salesforce management Attending SP manager activity and industry events as required Strong attention to detail 3 years+ office experience Strong analytical and administration skills Strong attention to detail Process driven Proficient using Excel/ Salesforce/ PowerPoint/ Teams skills Thorough knowledge of and compliance with policies and procedures. Due to the overwhelming application response, we receive through various sources, should you not hear from us within one week then please assume your application has been unsuccessful. Please note that our client is an equal opportunities employer and adheres to all relevant legislation and offer services regardless of age, race, sex, disability or religious belief.