Technical Overseer

Reporting to a Team Manager, the Technical Overseer is a specialist in product, process and associated regulatory controls. Responsible for the management of workflow distribution and actioning of work items in accordance with defined service standards enabling the delivery of results through the technical processing and handling of customer and intermediary requests/calls in line with their needs.

This role is first line of defence in terms of team escalations and quality assurance measures.

**What you’ll be doing**:

- Completes financial checks for high risk tasks in line with QA framework
- Allocates work to Admin team mates in line with agreed SLA’
- Take personal responsibility for, and investigates and reviews, customer issues to ensure fair customer outcomes in accordance with regulatory requirements and company policy.
- Responsible for collating and acting upon MI on a daily basis to share with CS Management Team
- Create and execute a training plan for the Admin team in line with competency framework
- Referral point for complex queries from wider CS teams, advising on regulatory and internal process protocol
- Support Team Manager in creating and reviewing Standard Operating Procedures (SOPs) as needed
- Monitor processes to identify opportunities to improve service and efficiency, driving a culture of continuous improvement.
- Proactively assist QA team in undertaking QC and QS, identifying issues, providing feedback and coaching to improve competency and the service provided to customers. Act on quality trends to ensure procedures and performance are effective.
- Assist Trainer in product, system and processes training as required
- Maintains a comprehensive level of functional and technical expertise.

**What we’re looking for**:

- Strong pension knowledge and understanding of compliance framework (Regulatory and process)
- Customer centric mindset, with natural desire to problem solve
- Experience of working within a regulated environment, to meet tight deadlines.
- CF1 and FA2 desirable, working towards is essential
- Highly organised with the ability to adapt to changing priorities
- A self stater with a positive ‘can do’ attitude
- Strong interpersonal skills with the ability to provide clear direction to team mates on priorities

**About Link Group / R&SS**:
Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

**What’s in it for you?**
- A very competitive basic salary plus benefits.
- 23 days’ holiday to start, (rising to 25) plus Bank Holidays, with the opportunity to buy extra leave.
- Company matched pension scheme, private medical cover, life assurance, a cycle2work scheme, fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more.
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology.
- The possibility of working from home, flexible working or working part-time options are available.
- You’ll get the chance to follow your chosen career path anywhere in Link Group. You’ll be joining a network of 7,000 experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.

**What we hope you’ll do next**:
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion and we’re committed to creating an inclusive environment for all employees.

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines