Full job descriptionComplaints Specialist
An established global financial services organisation is seeking an Complaints Specialist to join their team in Manchester.
This is an excellent opportunity for someone with experience in financial services operations, Transfer Agency or client services who is looking to develop their career within a leading financial services environment.
The RoleYou will be responsible for overseeing operational activity processed by wider processing teams, ensuring work is completed accurately, efficiently and in line with agreed client service standards and regulatory requirements.
You’ll also play an important role in investigating operational issues, analysing performance and supporting continuous improvement across the Transfer Agency function.
Key Responsibilities*Conduct oversight of work processed within operational processing centres, ensuring client service standards are consistently met or exceeded.
*Oversee areas including transaction processing, records maintenance, payments, reconciliations and other Transfer Agency activities.
*Investigate and resolve day-to-day operational queries, issues and incidents.
*Analyse operational data and performance to identify trends, risks and opportunities for improvement.
*Ensure processing is completed in line with relevant regulatory and client requirements, including CASS, COLL, COBS, DISP, GDPR and Consumer Duty where applicable.
*Develop and maintain procedures, guidelines and checklists to support consistent and effective Transfer Agency processes.
*Work collaboratively with internal teams and stakeholders to resolve issues and improve client service.
*Support a culture of continuous improvement, including identifying opportunities to use AI and digital tools to improve efficiency.
About YouWe’re looking for someone who can demonstrate:
*Experience within financial services operations and/or client services.
*An understanding of operational processes, controls and service standards.
*Strong attention to detail and the ability to identify and resolve issues effectively.
*Good analytical and problem-solving skills.
*Excellent communication and stakeholder management skills.
*The ability to manage competing priorities and work effectively within a fast-paced environment.
*A genuine interest in developing your knowledge of AI and digital tools.
Why Join?This is a great opportunity to join an established Transfer Agency function and gain exposure to a broad range of client processing, operational oversight and regulatory activity.
You’ll have the opportunity to develop your technical knowledge, work with experienced professionals and contribute to process improvements within a global financial services environment.


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