Purpose:

Uses technical knowledge and subject matter expertise across all operational platforms and systems to deliver results through technical processing. They investigate and resolve complex issues within the operational areas in order to exceed their customer’s expectations and retain excellent customer relationships.

Key Accountabilities:

• Demonstrates expert knowledge of relevant systems, products, processes and procedures.
• They work collaboratively across operations to share knowledge and expertise with other colleagues, and contribute to a positive and supportive team culture.
• They focus on the customer, adhere to the code of conduct and have an excellent understanding of the regulatory requirements.
• They take personal responsibility for resolving their customers concerns including identifying new innovative ways to deal with complex requests.
• They identify and take forward continuous improvement opportunities and demonstrate a flexible and co-operative approach towards changing business needs.
• They utilize tools and processes to resolve complex processing issues or questions, and ensure that all controls spreadsheets, complaint databases, technical guides and procedures are kept up to date.
• They analyze key areas for development within the operational team, and suggested improvements to be documented and presented to key senior management stakeholders.

Performance Management Accountabilities

• Demonstrate commitment to corporate values.
• Take accountability for participating in the performance management cycle.
• Take action to improve performance on the job.
• Assist and support co-workers.
• Take action to manage own personal development.