Product Transfers Oversight Manager

Job Description

About the role

At Nucleus, we aim to be the UK's best loved retirement wealth platform and delivering exceptional customer service plays a vital part in this, as well as effective oversight of FNZ, our outsource business partner who undertakes the operational processing for our Nucleus James Hay and Nucleus Curtis Banks products.

This role is critical in the evolution of service excellence and effective oversight of FNZ services in line with the agreed Best Loved Experience Framework, Service Strategy, and Oversight Framework.

This role holder is a practiced operations manager, with specific experience in pensions, ISA and GIA transfers. They are passionate about achieving positive outcomes for every transferring customer, and laser focussed on high quality timely E2E processing. The role holder will also need to have a strong understanding of the administration of pension products. Their time will be dedicated to the proactive management of FNZ and external third parties to keep customer transfers moving, as well as keeping customers and advisers informed of progress.

Responsibilities

• Oversee FNZ's performance of outsourced services across multiple propositions, explicitly for processes relating to SIPP, GIA and ISA transfers, ensuring timeliness and quality of services are sustained
• Use performance, KPI & case level data to analyse quality and timeliness of processing to significantly reduce E2E transfer times for customers
• Analyse appropriate data to gain insight and address issues, including but not limited to complaints, escalations, quality, risk and customer insights data relating to transfers
• Identify the root cause of transfer delays, the trends driving negative sentiment and deliver sustainable improvements to reduce E2E times
• Be responsible for quality assurance of the FNZ Transfer processing
• Provide Operations management MI and commentary relating to transfers processing in relevant reports
• Be the voice of the customer - help shape the experience we want our customers to have and define how we want them to feel
• Work with other areas of Operations and our outsource partner to deliver customer and advisor outcomes that support our goal of market leading service in the advisor platform space
• Develop effective Outsource Partnership Relationship through collaborative ways of working
• Review FNZ reported control failures relating to service administration of transfers that may indicate a material weakness in the control environment

• Contribute to Consumer Duty workstreams to identify and address potential harms, frictions or barriers within transfer customer journeys

• Understands our customer needs and how our platform and systems operate to meet them.

• Acts flexibly and proactively, using their initiative to make a positive difference for customers by delivering exceptional customer service
• Collaborates with others to deliver the best possible solutions
• Clear understanding and an advocate of our business culture and values
• Takes ownership for personal development.
• Positive attitude and constantly adapts to a changing environment
• Take responsibility in everything you do to deliver good outcomes for our customers
• Positively demonstrate the Nucleus Smart, Heart and Courage values and behaviours
• Ensure compliance with our Code of Conduct at all times

About you

We have always placed more importance on cultural contribution above technical ability, but we would really like you to have/be:

• Understanding and experience in Financial Services administration, preferably within a pension environment, (2+ years in operational environment)
• Expert understanding of SIPP, ISA and GIA transfers end to end processes, cash and in specie, on and off electronic transfer technology (1+ years)
• Subject matter expert experience of Origo,

Equisoft

and / or

Calastone

transfer service

(1+ years)
- Experience working with 3

rd

party outsourcers
- Knows what excellent service looks like to drive positive outcomes for our customers
- Demonstrable leadership and relationship management experience, influencing high quality management of operational performance

• Strong analytical skillset, with ability to conclude findings and required actions succinctly, identify root cause themes to achieve a sustainable reduction in E2E transfer times, whilst maintaining quality and process control
• Excellent verbal and written communication, with solid active listening and questioning skills
• Vigilant, identifying risks that may result in poor customer or adviser outcomes
• A strong sense of ownership and responsibility
• Takes ownership for personal development
• Can effectively manage own time and deliver in line with change and business needs

,

taking ownership for workload and ensuring this is well managed and organised
- Drives

change whilst managing expectations
- Positively demonstrate the Nucleus Smart, Heart and Courage values and behaviours

A little about us

We are the Nucleus Group Services Limited and we help make retirement more rewarding. Here at Nucleus, people come first - whether it's our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we've shaped the platform to how it is today. We work hard, and we celebrate hard too.

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We've come a long way since then, but our mission remains just as focused. That's why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they'll be rewarded for their efforts and more importantly, enjoy themselves at work.

Are we a perfect match? Check out 
this video
 and find out

Inclusion and diversity at Nucleus

As with most things in life, who cares, wins. We really care about inclusion.

For us it's not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It's a commercial imperative. It isn't about being PC. It's about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.