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Senior Technical Associate, Institutional Client Services

  • Job reference DST/TP/17446/11135
  • Job type Full Time
  • Sector
  • Location Basildon
This vacancy has now expired.

The Institutional Services is a premier service that our Management Companies (leading investment providers) can sign up to that offers exceptional service to their high net worth institutional clients. Institutional clients are defined by each management company but are typically pension funds, life companies, charities etc who place high value business infrequently. They are only corporate clients and not individuals.

Your role will be to ensure that any related client instructions/queries are dealt within the agreed internal and external guidelines and timeframes.


  • Reference salary based on experience and in line with the ACE salary progression scheme
  • 20 Days holiday (increasing by 1 day for every year's service up to a maximum of 25 days)
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme

Main Responsibilities

  • Processing of work - to process work received in AWD or via the KANA mail box. To be processed within SLA's for the client(s)/Management Company's.
  • Responding to internal and external queries - Ensure all queries and any other communication paths are responded to in the appropriate timeline.
  • Non End Reporting - review work items for ICS and process accordingly.
  • Escalation - highlight any work outside of SLA or errors discovered to TL/SM.Training and Development - take responsibility for own development and provide Team Leader with details of any training required. Ensure any regulatory training is completed in a timely manner.
  • Assisting Other Teams - Staff may be required at peak times to assist other teams - experience permitting.
  • Operational Checklist Portal (OCP) Tasks - ensure tasks are completed and signed off in a timely manner with full comments.
  • Telephone Calls - Be available to take external telephone calls from clients and Management Company's.
  • Quality Checking - Responsible for checking and ensuring work is processed to high standard.

Additional Responsibilities:

  • Daily updates are made aware to Team Leader
  • Attend fortnightly team meeting, minute where required
  • Monthly procedure reviews are completed within deadlines
  • Complete annual regulatory training within deadlines
  • Ad-hoc conference calls with clients and Management Companies
  • Ad-hoc visits/meetings with Management Companies
  • Shadow internal departments to gain the required knowledge
Key performance areas:
  • SLA's are adhered to as a minimum
  • Clearly defined & documented processes and procedures
  • Performance KPI targets are met
  • Personal productivity and Quality targets are met
  • To comply with all relevant regulations
  • Complete any ad hoc tasks directed by your Team Leader
  • Cover for the TL in their absence
  • Quality of 100% is met
  • A flexible attitude to overtime in order to meet business requirements
  • Performance meets team metrics/objectives and Core Corporate Values

Ideal Candidate

  • Good keyboard skills to include Word and Excel (Essential)
  • Good verbal reasoning and numeric skills (Essential).
  • Ability to work to strict deadlines (Essential)
  • Good accuracy and attention to detail (Essential)
  • Ability to work on own initiative when required (Essential)
  • Good communication skills (Essential)
  • Experience in Financial Services Investment Industry (Essential).
  • Good organisation skills (Essential)
  • IOC qualification or commitment to study towards
  • Appropriate telephone manner
  • Confident in external meetings

Additional Requirements

  • Knowledge of investment products
  • Desire to learn the requirements listed below and the FCA regulatory environment.
  • Broad product knowledge
  • Knowledge of processes, including transfers/re-registration/in species (desirable)
NANorth America
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EMEAEurope, The Middle East & Africa

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