Technical Overseer

**Overview**

Reporting to a Team Manager, the Technical Overseer is a specialist in product, process and associated regulatory controls. Responsible for the management of workflow distribution and actioning of work items in accordance with defined service standards enabling the delivery of results through the technical processing and handling of customer and intermediary requests/calls in line with their needs.

This role is first line of defence in terms of team escalations and quality assurance measures.

**Key Accountabilities and Main Responsibilities**
- Completes financial checks for high risk tasks in line with QA framework
- Allocates work to Admin team mates in line with agreed SLA’
- Take personal responsibility for, and investigates and reviews, customer issues to ensure fair customer outcomes in accordance with regulatory requirements and company policy.
- Responsible for collating and acting upon MI on a daily basis to share with CS Management Team
- Create and execute a training plan for the Admin team in line with competency framework
- Referral point for complex queries from wider CS teams, advising on regulatory and internal process protocol
- Support Team Manager in creating and reviewing Standard Operating Procedures (SOPs) as needed
- Monitor processes to identify opportunities to improve service and efficiency, driving a culture of continuous improvement.
- Proactively assist QA team in undertaking QC and QS, identifying issues, providing feedback and coaching to improve competency and the service provided to customers. Act on quality trends to ensure procedures and performance are effective.
- Provide support to recruitment campaigns as needed
- Assist Trainer in product, system and processes training as required
- Maintains a comprehensive level of functional and technical expertise. Champion change agenda across the team embedding upgrades and enhancements

**Experience & Personal Attributes**
- Strong pension knowledge and understanding of compliance framework (Regulatory and process)
- Customer centric mindset, with natural desire to problem solve
- Experience of working within a regulated environment, to meet tight deadlines.
- CF1 and FA2 desirable, working towards is essential
- Highly organised with the ability to adapt to changing priorities
- A self stater with a positive ‘can do’ attitude
- Strong interpersonal skills with the ability to provide clear direction to team mates on priorities

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.