Business Support Consultant

2 months ago

Hove, United Kingdom Legal & General Investment Management Full time

Reference
- VN-26198Role Type
- PermanentLocation
- HOVESalary
- £Competitive + excellent benefitsClosing Date
- 4 August 2023Your role at a glance
- Are you looking to join a successful, growing and well regarded team?In this new role, you'll use your DB knowledge to support across Pension Risk Transfer, including the management of Defined Benefit pension complaints and the maintenance of a compliant and robust data protection operating model. You'll also investigate complaints and resolve within the regulatory framework prescribed by the Industry Regulator and internal compliance/business standards. You'll also ensure L&G’s Data Privacy and Protection Policies and Operating Standards are understood and implemented across Pension Risk Transfer.

What you'll be doing

**Complaints and Quality**

Ensuring that Defined Benefit pension complaints are fully investigated and reach a fair and compliant outcome in accordance with regulation and complex DB scheme rules. Ensure that communication is aligned to L&G’s customer experience and Treating Customers Fairly policy.

Maintaining a robust audit trail of the complaint investigation, justification for the decision, and customer contact to be able to provide this evidence to the Financial Ombudsman Service (FOS) as required under legislation. Supportng FOS and TPO with their investigations by responding to their queries and providing files and information when requested.

Supporting 3rd party suppliers with Defined Benefit complaint management through referrals and reviews of their active and resolved complaints. Providing advice and feedback where necessary. Provide review interventions of 3rd party suppliers from time to time.

Maintain the complaints database. Use this to provide accurate MI for monthly admin reports and other reporting as required by the Transitions team for individual Scheme reports. Produce and deliver biannual reports to the Management team reviewing the complaints statistics, including root cause trend analysis, Complaints Costs and FOS referrals.

**GDPR**

Ensuring compliance with Data Privacy and Protection Policies and Operating Standards across Pension Risk Transfer:
Ensuring appropriate processes are in place to manage the storage and deletion of PII
respond to individual rights requests, such as Subject Access Requests within regulatory timeframes.
Providing support for the completion, delivery and response to DPIAs.
Maintaining the RPA and ensure any regular reviews are undertaken by the business.

Ensuring the Data Breach Reporting Process is understood and adhered to throughout PRT CSS. Carrying out root cause analysis on all breaches ensuring all required mitigating actions are identified and completed. Taking joint responsibility with the respective business teams to drive down breaches. Using judgement to escalate to the DPOM where appropriate and have input and influence into the outcome. Ensuring all breaches are reported within mandated timeframes. Producing regular MI for Senior Management and report via the Governance Structure.

Ensuring all internal customers and any relevant third parties are kept updated in a timely fashion on any key information which impacts their processing to enable them to treat the end customer fairly

What we're looking for

**Qualifications**:
Pension Qualification such as PMI or demonstrable equivalent experience in this field is desirable

**Knowledge**:
Understanding of defined benefit pension schemes is essential

Regulatory knowledge of The Pensions Regulator, The Financial Conduct Authority, The Pension Protection Fund and the Financial Assistance Scheme

Understanding of General Data Protection Regulation (GDPR).

Thorough understanding of L&G Breach and complaint handling policies, processes and procedures. Including key customer service processes (New Business, Payments and Bereavements) and Complaint identification and hand off procedure.

Has a knowledge of the following legislation and remains compliant:

- GDPR
- Money Laundering
- Complaints
- Treating Customers Fairly
- Breach guidelines

Has a strong understanding of the risks to their team, and the business. Actively takes steps to reduce these risks.

Highly customer focused and understands the need to maintain and improve relationships with both internal and external customers. This includes policyholders, scheme members, legislative bodies, third parties and your colleagues within the whole of L&G.

**Skills**:
Familiarity with relevant complaint databases, ALPS, PPS, Good standard of Microsoft products (Word, Excel, PowerPoint etc)

Experience in delivering best practice MI solutions (e.g. highlight reports, management dashboards).

Ability to manage tight timescales, prioritise own work or escalate if necessary

**Benefits**:

- When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.If you join us, you’ll get acc

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