Digital Analyst

About The Business
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter oversees £134.8 billion in customer investments (as of September It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues.

Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it's the perfect time to join us

About The Role
Level:
3

Department:
Operations

Location:
Southampton, United Kingdom

Contract Type:
Fixed Term Contract

Contract Length:
6 months

Regulated/Non-Regulated:
Non-Regulated

The Digital Analyst provides 2nd line ongoing technical and process support to our Operational teams, customers, advisers and 3rd party providers. The team will also support system releases and manage issues/incidents with our digital services.

• Support front facing contact teams and customers by providing expert knowledge for our online services.
• Develop and maintain a broad knowledge of our services to dealing with a variety of complex queries.
• Support 3rd party providers where systems coordinate such as with Adviser back office (ABO) and Wealth Select portfolios.
• Provide expertise directly to our advisers and customers, supporting our digital technicians to manage calls and emails including offering expert feedback to improve our teams handling of customer queries.
• Manage incidents when there are performance or content issues with our online services.
• Supporting release readiness activities and testing of amendments to service or project /Enhancements outside of core business hours. Supporting business testing, validation and signoff for Web related release items, prior to and post deployment.
• Issue and incident management - analysing issues to understand the wider impacts, appropriate escalation of incidents internally and with our system providers, supporting the investigation of incidents with urgency and providing detailed and clear updates to management and stakeholders where appropriate. Contribution on new projects representing as SME when required. Acts as a reference point for product, functionality, business rules and queries for our online services.
• Supporting resolution to all reported issues around our online propositions.
• Identifies trends and drive changes to better improve the user experience and support our people and customers.
• Handles the investigations of risk events and breach cases and looks to improve on root cause of complaints.
• Covers the Investment Data Analyst in their daily tasks and in their absence.
• Strengthens & develops key stakeholder relations key to work priorities and role.
• Demonstrates awareness and effective communication to identify opportunity for change.
• Supporting the wider operations area with various tasks particularly during busy periods to best service our customer and adviser demands.
• Ensuring adherence to Governance policies is maintained through correct documentation and agreements being captured.

Consumer Duty
This role will directly impact good customer outcomes by assisting them with their access to our online services so that they can access their account and complete any transactions where required.

About You

• Excellent communication and customer service experience with evidence of adapting communication skills to various audiences
• The ability to manage your workload in line with team and business priorities.
• Strong knowledge of the companies Digital offering and understanding of the Digital environments – existing knowledge is ideal but full training will be provided.
• Good knowledge of MS Office applications and comfortable adapting to different digital tools and systems
• Great analytical & numeracy skills
• Strong work ethic and cooperative approach to handling workloads.
• Working knowledge of financial products, industry practice and FSA legislation
• Experience of supporting change in either a digital field or financial services organisation
• Good understanding of project and software delivery cycles

*Inclusion & Diversity*
We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

*Values
Do the right thing:*
We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.

Always curious:
We continuously seek new ideas and knowledge so we're one step ahead of our clients' needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.

Embrace challenge:
We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.

Stronger together:
Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

*Core Benefits
Holiday:*
182 hours (26 days)

Quilter Incentive Scheme:
All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.

Pension Scheme:
A non-contributory company pension scheme that can be boosted through personal contributions.

Private Medical Insurance:
Single cover as standard with options to increase cover to include your partner or children.

Life Assurance:
4x your salary.

Income Protection:
75% of salary, less state benefits, payable after 26 weeks of absence.

Healthcare Cash Plan:
Jersey employees only

In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.