Operations Administrator

4 weeks ago

Leeds, Leeds, United Kingdom Interactive Investor Full time
About the Role

We are seeking an experienced Operations Administrator to join our team at Interactive Investor. As a key member of our Operations department, you will be responsible for ensuring the smooth operation of our business processes, including cash, settlements, customer accounts, pensions, transfers, reconciliations, and corporate actions.

Key Responsibilities
  • Perform live task validation and authorisation for payments in and out with a high degree of accuracy, as well as retrospective quality assurance to maintain the first line of defence.
  • Administer and maintain oversight of key departmental controls.
  • Provide support to the Complaints team, investigating and responding to complaints, ensuring accurate records maintained and deadlines adhered to in line with regulation.
  • Perform task processing within the department as required.
  • Use subject matter expertise to resolve queries, ensuring positive client and employee experiences and escalating identified risks and unresolved issues.
  • Ensure corrective preventative actions are implemented, and are sustainable, to address the root cause.
  • Continually and appropriately challenge policy, processes and procedures, recommending improvements to increase efficiency and enhance client experience.
  • Perform departmental testing as required.
  • Ensure that procedures are up to date and provide quality training on revised procedures, systems enhancements or regulatory changes.
  • Make informed risk decisions, effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
  • Use the Training & Competence scheme to maintain the appropriate knowledge, skills and expertise to carry out your role.
  • Provide Management Information, as and when required.
  • Provide support as needed, in order to assist in delivering team objectives.
  • Provide outstanding customer service to meet the requirements of both internal and external customers.
  • Make customer contact via appropriate mediums to enable straight through processing, where appropriate.
  • Be part of the departmental telephone query team when required, to support all queries and requests from internal customers.
  • Work as part of a team, supporting colleagues, promoting a positive work environment & team spirit.
Requirements
  • Detailed knowledge of departmental processes and purpose.
  • Detailed understanding of internal systems used within the department and how they impact the client journey.
  • Ability to use initiative and problem-solving skills to creatively resolve issues and find solutions.
  • Advanced communication skills – ability to build rapport with colleagues, customers and 3rd parties as required, across all communication channels.
  • Advanced enthusiasm and willingness to learn new tasks and pass on this knowledge through training, coaching and mentoring.
  • Demonstrate the ability to prioritise and manage own workload in accordance with assigned priorities.
  • Ability to adapt to a changing regulatory environment.
  • Demonstrate flexibility, to move between different tasks and at short notice to support business requirements.
  • Advanced ability to deal with high volumes of processing work and stay calm under pressure.
  • Display emotional resilience when handling difficult situations, always maintaining a high level of accuracy.
  • Ability to think holistically and creatively in delivering operational change in line with a defined strategy/ vision.
  • Knowledge of the business objectives, products and processes and consistently demonstrate ii values.
  • High degree of PC literacy – navigate a broad range of internal systems, advanced knowledge of MS Office applications.
  • Knowledge of the Financial Services Sector – specifically Wealth Management.
  • Knowledge of the regulatory and legislative environment and associated risks that require managing.
  • Understand FCA rules in particular CASS rules and the principles of Treating Customers Fairly.
  • Understand the regulatory environment and associated risks that require managing.
  • Use the Training & Competence scheme, to maintain the appropriate knowledge, skills and expertise to carry out the role competently, including the timely completion of all mandatory and recommended training.
  • Minimum of 2 years' experience working within an administration environment in the financial services industry.
Personal Attributes
  • Clear communicator.
  • Strong team player.
  • Demonstrated passion and drive for delivering the best outcome.
  • Moving with speed – delivering faster and better.
  • Decisive and take ownership of outcomes.
  • Not afraid to challenge and be open to challenges.
About Us

Interactive Investor is the UK's number one flat-fee investment platform, helping our customers take control of their financial future. We provide a secure home for customer pensions, ISAs and investments, with a simple, flat monthly fee that stays the same, regardless of investment growth.

We have over £45 billion of assets under administration, over 350,000 customers, and are rated 'Excellent' on Trustpilot. Our customer-driven approach and bold values sit at the heart of our business, with a focus on honesty, straight-talking, and transparency.

We are proud to have been helping investors for 25 years, navigating market highs and lows, and remaining resilient throughout. Our team is passionate about delivering operational change in line with a defined strategy/ vision, and we are committed to providing an industry-leading selection of investments and expert insight to support our customers' investment journeys.

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