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Schroders
,
London, Greater London
Digital Applications and Intermediary Support Specialist
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Contract Type: Contract |
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Overview
The specialist will work within a team of five people, whose shared main responsibility is the operational support of staff, intermediary and client users of the Cazenove Capital online client portal (eServices) and the Cazenove Capital mobile app. The specialist should ensure that the users' experience is first class, seamless, professional and out-performs our client's expectations. The specialist will provide training and support to front office staff, to enable them to resolve issues immediately. If the issue cannot be resolved immediately, then the specialist will liaise with our IT team and/or developers, to find the right solution. The specialist should be confident in their subject matter, in order to participate in conference calls with the client and front office staff. The specialist will be involved in the continuous testing and implementation of digital application enhancements to ensure we are the market leaders and provide first-class customer service. The specialist must be a strong communicator, organised, versatile, have the ability work to tight deadlines, possess a good eye for detail, be innovative and look to enhance current processes. The specialist will need to build and maintain strong relationships with the internal Discretionary Fund Manager team (DFM) whose clients are Intermediaries (Pension Providers). The specialist should provide administrative support for all clients' accounts and meet all of their reporting requirements, as per agreed SLA's. The role reports to the Head of Digital Applications and Intermediary Support. Overview of Key Duties: Digital Support Review and process all incoming new customer online portal application forms, making sure that users are only given access to accounts where authority is in place and the authorised signatories match our records. Be a key point of contact for all internal online portal and app queries in London. Where applicable, provide guidance, assistance and training to other Cazenove and Schroders entities. Ensure all digital application queries, amendments to user access, adding/removing accounts, replacement credentials, PIN resets and access issues are dealt with in a timely manner. Provide a full range of professional, technical and general support to clients and Wealth Management personnel on the features and benefits of our digital offering; including the maintenance of training material, client correspondence, application forms, FAQs and terms of business. Work closely with marketing, IT developers and the front office to continuously enhance our digital offering. All enhancements should be fully tested and documented. The front office should be provided with training and clients provided with up-to-date communications. Develop processes which will increase the efficiency between the digital team and other middle office teams. Identify areas which can be automated. Regularly review all internal procedures and make necessary updates, including creation of new procedures. Keep informedof relevantmarket knowledge, industry developments and regulations which impact digital users, e.g. MiFID and apply any new regulations withinspecified Provide auditors with evidence to show we have followed the appropriate regulatory procedures. Provide managerial cover as and when required. Intermediary Support Produce daily/weekly/monthly/quarterly/annual reports for all Intermediaries and reconcile data files in the exact format required. All data should be delivered in a timely manner and in accordance with each Intermediary service level agreement (SLA). Monitor new Intermediary portfolios to ensure the specific Intermediary is given access to all newly opened Intermediary accounts upon inception. Regularly review each Intermediaries' consolidated accounts, to ensure that the correct portfolios are included. Work closely with internal DFM Operations team to test and implement new Intermediary reporting requirements. Provide support to incoming Intermediary queries. Produce MIS reports for senior management. Provide auditors with evidence to show we have followed the appropriate regulatory procedures. Other Opportunity to assist other middle office teams with project work when required and time permits. Experience Investment Operations Certificate qualified or its equivalent Relevant experience in a similar position within wealth management or equivalent Can demonstrate working to tight deadlines and multi-tasking, whilst delivering a high quality of work Essential Skills Meticulous attention to detail and ability to work well under pressure Ability to work with minimal supervision meet deadlines in a high volume environment and be accountable Strong organisational skills Team player with the ability to build and maintain good relationships both internally and externally Mobile device tech competent A calm, confident and professional demeanour A self-starter and quick learner, who can demonstrate high levels of initiative, a flexible approach and the ability to adapt Strong communicator, both orally and written Forward thinking, constructive and enthusiastic approach to work Innovative, with proven problem solving ability Computer literate with a good knowledge of MS Office