Administrator - Bonds

This role sits within our Product Teams and is pivotal to the ongoing development of the Product Team focus. As an Administrator and specialist in bonds products you'll support the resolution of client complaints and concession requests and incidents. Therole holder will also be closer to the broader product proposition to give insights gained to support administration process improvement.

(This is a hybrid role with a minimum of 2 days in the office)

**What you’ll be doing**:

- Responsible for reviewing and responding to concessions aligned to the relevant Product Team, ensuring that any concessions agreed remain within the appropriate regulatory framework and within autonomy limits.
- Responsible for responding to complaints to ensure these are being addressed effectively when required.
- Analysis of concession, escalations and complaints data to identify process and service improvements
- Further review of complaints, identified through complaint monitoring, to ensure root cause identifies improvement and this has been actioned by the administration teams
- Ensure improvements are recorded, referred and progression is monitored through to implementation
- Support the 'executive’ cases referred by senior management including drafting appropriate acknowledgment (if required), referring to the appropriate business area for resolution, and updating the Partner where required, and maintaining oversight of cases
- Responsible for monitoring and progressing incidents which SS&C notify us of and updating the log and seeing through the incident from the start to closure of the incident.
- Support Service Delivery Manager(s) with escalations
- Provide coaching to administration colleagues in relation to complaints and concessions where required
- Ensure relevant information is recorded on Salesforce

**Who we’re looking for**:

- A clear approach to problem solving, demonstrating an ability to understand the Client and Partner perspective and required outcome
- Ability to seek and provide solutions by form of concession and potential process improvements using awareness of product, regulatory and legislative constraints and procedures, with reference to SJP colleagues where needed
- Ability to report and understand MI and to use this in combination with process knowledge to identify potential improvements
- Knowledge of the product is desirable but not essential as training will be provided.

**Flexible Working**

We know that everyone works best in different ways, at different times and in different environments. We value all of our employees and appreciate that everyone is different, and at different stages within their career. Recognising this, we have introduceda hybrid working policy to provide greater flexibility for part-time work, job-sharing, remote working, and flexibility on hours. Our people are encouraged to work in a flexible way that suits their lifestyle, so please ask the question and start a conversation