Customer Service & Operations Analyst

Join us as a Customer Service & Operations Analyst

• Joining our Accreditation and Quality team, you'll be delivering successful accreditation and business outcomes
• You'll also be supporting staff through their accreditation journey by using your expertise and knowledge to assist the delivery of high-quality investigations, supporting business processes and procedures, and understanding the needs of our staff with effective coaching
• This role offers great career development opportunities and exposure for you and your work
• We're offering this role at senior analyst level

What you'll do:

As a Customer Service & Operations Analyst, you'll support with training and reviewing investigations completed by staff going through their accreditation journey while accurately identifying any necessary remediation and supporting staff to do this on time and to a high standard.

Day-to-day, you'll:

• Build, maintain and deliver capability across all geographies to provide AQSS support for every new recruit's accreditation journey and upskill resources, supporting with changes in demand such as Retail TM from ActOne, Quantexa and similar
• Provide SME capability to change programmes such as design processes, UAT testing
• Drive continuous improvements to TM accreditation model for UK and India processes
• Introduce quality control framework to support the challenges within quality

The skills you'll need:

In order to excel in this role, you'll have strong customer service abilities along with customer and industry knowledge. You'll also work well in a fast-paced environment and have good organisational and interpersonal skills. Crucially, you'll be able to work accurately to deadlines and with high levels of attention to detail.

We are looking for someone with six plus years of experience within Financial Crime or Transaction Monitoring, a six-month SAR reporting accreditation, and previous experience in coaching and providing feedback and training.

You'll also demonstrate:

• An awareness of changes in trends, policies and regulations with an understanding of our industry and its customers
• Experience of managing stakeholder relationships
• An understanding of and compliance within the accreditation framework
• A good knowledge and experience of successfully coaching staff through their accreditation journey
• An understanding of the financial services industry and our customers, along with knowledge of our products, processes, and banking systems
• Good written and verbal communication skills