Senior Customer Operations Administrator - Agency Team

Vacancy Name
Senior Customer Operations Administrator - Agency Team

Vacancy No
VN904

Location Country
Ireland

Work Location

Job Details

The Senior Customer Operations Administrator is responsible for ensuring the timely and effective day to day processing of activity for UPE and UW across the various product lines (IP, Wealth Protection, UPE Dublin) ensuring that all work items are processed in accordance with compliance obligations and within agreed service standards.

Please note, this is a 12 month fixed-term contract.

• Ensure processing of own tasks within agreed SLA.
• Be open to take on new tasks when required.
• Ensure adherence to policies and procedures across the various products and business lines.
• Embrace a risk aware mind-set and ensure any issues / risks are identified and brought to management attention in a timely manner.
• Portray a mind-set of continuous improvement and innovative thinking.
• Bring ideas and improvements to the table and operate a can-do attitude.
• Complete all tasks in a manner cognisant of the following measures: End to end timelines, First point resolution, removal of waste, Customer effort, Costs.
• Use initiative for problem solving and identification of improvement measures.
• Identify opportunities to enhance customer experience.
• Support the roll out of strategic projects and initiatives as required.
• Support new starters and junior members in training and share knowledge throughout the team.
• Become familiar with team volumes, metrics and reporting on MI.
• Identify where further support is required for junior members.
• Maintain and develop relationships with all key stakeholders such as sales, clients and intermediaries.

This role is based in our Navan office.

Key Responsibilities

Service Delivery:
Ensure the needs of the customer are managed and excellent customer service is provided across the varying processes for all customers (Internal and External). Adopt a best practice approach to all tasks.

• Ensure excellent policyholder administration and service performance with respect of the Utmost business.
• Ensure all day-to-day processing complies with group policies and regulatory requirements.
• Put customer at forefront of your efforts.
• Ensure prompt reporting to management of instances where SLAs are not met.
• Monitor your individual volumes and ensure any issues are raised.
• Be aware and flag if other team members have any issues with volumes.
• Adopt a customer centric approach and treat all customers in a professional and acceptable manner.

Culture:
Leads by example, establishes themselves as a role model.

• A role model in demonstrating the behaviours and culture across the organisation.
• Lead by example, to motivate and assist with implementing and driving change bringing change ideas and innovative thinking to the forefront of your day to day.
• Assist in coaching and developing individuals.
• Live the values.
• Demonstrate a positive attitude to all customers and peers, internal and external.

Innovative/Pioneering:
Proactively seeks out new ways of approaching work and identifying continuous improvement

• Identify opportunities that add value.
• Creativity of thinking and in ways of working.
• Demonstrate a positive "can do" attitude, volunteer and own tasks through to completion.
• Challenge and support your manager and peers to ensure the organisation is consistently delivering the best service both efficiently and ethically.

Operational Risk and Compliance:
Maintain an operational risk and control environment and supporting framework that is consistent with a first-class front-line shared services organisation and that is embedded as part of day-to-day operations.

• Ensure familiarity and strict adherence to latest AML protocols across the processes,
• Early identification and logging of all risk events, feeding into associated learning plan from same
• Embrace a mind-set which focuses on Fraud & Risk prevention.
• Work in line with Data Protection guidelines and ensure adherence to same.
• Exhibit commercial awareness in everything you do, understanding and appreciating the financial risks associated with day-to-day tasks and ensuring such risk assessment drives your prioritisations and efforts.

Key Tasks

• Ensure processing of own tasks within agreed SLA.
• Be open to take on new tasks when required.
• Ensure adherence to policies and procedures across the various products and business lines.
• Embrace a risk aware mind-set and ensure any issues / risks are identified and brought to management attention in a timely manner.
• Portray a mind-set of continuous improvement and innovative thinking.
• Bring ideas and improvements to the table and operate a can-do attitude.
• Complete all tasks in a manner cognisant of the following measures: End to end timelines, First point resolution, removal of waste, Customer effort, Costs.
• Use initiative for problem solving and identification of improvement measures.
• Identify opportunities to enhance customer experience.
• Support the roll out of strategic projects and initiatives as required.
• Support new starters and junior members in training and share knowledge throughout the team.
• Become familiar with team volumes, metrics and reporting on MI.

Key Requirements

• A deep understanding of the risk and compliance environment.
• Strong customer focus with a proven track record of implementing market-leading service improvements.
• Role holder must have a proven track record of delivering best practice in operational process and service delivery.
• Determined and focused individual with strong time management and analytical skills
• Ability to work under pressure and to meet tight deadlines while displaying strong attention to detail
• Service focused individual.
• Ability to work in a team, to work on own initiative, to plan and organise workloads effectively to meet deadlines.
• Role holder must be curious and ambitious, willing to propose thought provoking and innovative ideas.
• Act as a role model to the team and demonstrates the ability to mentor and coach other team members.
• Italian Language preferred, but not a requirement

Target Grade
USIL Level 3

Group
Utmost Group Limited

Company
Utmost Holdings Ireland Limited

Entity
UHIL - USIL

Business Department
USIL - Customer Operations

Team
USIL - Customer Operations

Control Function (CF)

Standard hours per week
37.5

Regulated Role
No

Employment Type
Contract

Duration
12 Month FTC