Job Purpose & Responsibilities

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.

Responsibilities:

• Ensure processing of all tasks within agreed SLA.
• 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.
• Maintain and develop relationships with all key stakeholders such as sales, clients and intermediaries

Required Experience & Qualification

• 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.
• 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 be curious and ambitious, willing to propose thought provoking and innovative ideas.
• Role holder must have a proven track record of delivering best practice in operational process and service delivery.
• Act as a role model to the team and demonstrates the ability to mentor and coach other team members.
• Fluency in Swedish preferred

Where Agency assistance is required, Utmost Ireland will engage directly with suppliers. Unsolicited CVs / profiles supplied to Utmost Ireland will not be accepted for the role.