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Technical Manager
2 months ago
Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.
We are committed to delivering exceptional services to our clients, and we are seeking a highly skilled Technical Manager to lead our Reconciliation Technical Team.
Key Responsibilities:- Provide project and deliverable support to ensure the deployment of controlled and compliant processes that adopt best practice.
- Coordinate available staff resource and monitor workflow to ensure that the daily workload is consistently completed in line with agreed service standards and project deadlines.
- Provide technical support and point of escalation through to resolution, working with internal and external stakeholders to ensure timely resolution, including issue and breach recording.
- Recommend and implement changes to the way in which the team operates to improve service quality and process efficiency, supporting line management in the implementation of changes when required.
- Liaise with internal and external audit to meet regulatory requirements for information, sample of technical data and controls.
- Ensure operational procedures and control documentation are regularly reviewed and updated with operational changes in line with regulatory standards.
- Monitor individual staff and team performance, recommending actions to resolve problems in order to maintain operational efficiency and service quality.
- Lead, motivate, develop, and appraise team members, coordinating their ongoing training and development in order that their individual and collective performance is of the required standard.
- Managing the customer relationship (understanding of individual customer need/concerns and acting as an interface between the business and the customer).
- Providing excellent customer service (courteous, prompt service).
- Presents advice and solutions so that customers can assess implication prior to making decisions.
- Ensures others understand the impact business operations have upon customer service.
- Treats each contact with customer as an opportunity to impress them with the service offered.
- Probes facts and opinions to identify the underlying needs of customers.
- Assists staff to meet and exceed customer service standards by creating the right working environment and climate.
- Minimise the impact of workflow peaks and troughs upon customer service standards.
- Project management experience.
- Proficiency with Automated Reconciliation tools, Books and Records platforms, Excel Macros.
- Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%.
- All Employee Long Term Incentive Plan (LTIP) - Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
- Health and Wellbeing - Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
- Employee discounts - Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
- Flexible Benefits - The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
- Time Off - Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
- Winning together - Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
- Learning & Development - Investment in LinkedIn Learning for all colleagues.
