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Senior Technical Associate, Technician (9 month secondment)

  • Job reference DST/TP/46441/10786
  • Job type Temporary
  • Sector Life & Pensions/Insurance
  • Location Stirling

Package

* Reference salary based on experience and in line with the ACE salary progression scheme
* 20 Days holiday
* 6% non-contributory pension scheme
* Life Assurance (4 x salary)
* Single person healthcare
* Flex benefits scheme

Main Responsibilities

9 Month Secondment - Client Care

  • Assimilate and update a sound technical knowledge of specific products in order to answer technical queries accurately
  • Demonstrate strong, current technical knowledge of products relevant to the business area
  • To take responsibility for owning and resolving complex/contentious/legal cases or issues to a satisfactory conclusion
  • Respond to any technical enquires from internal and external customers in order to provide accurate solutions or advice
  • Be able to provide technical management information, training needs and accuracy
  • Work with Customer Support Specialist to understand impact of legislative, client driven changes and planned product developments to ensure successful integration into BAU processes
  • Challenge existing practices through identifying, proposing and implementing areas for process improvement
  • Involvement in projects and testing as required
  • Manage relationship with Key Stakeholders both internal and external
  • Provide people with technical and behavioural skills coaching and training to support the delivery of excellent customer service
  • Be able to provide management information about complaints, training needs and accuracy
  • Ensuring audit reports are completed in conjunction with the business area's control matrix
  • Maintain and implement personal development plan in partnership with immediate manager
  • Effectively communicate any changes/news within the Financial Industry to fellow colleagues
  • Liaise with technical experts and peers to ensure that any changes in legislation and procedures are assessed and understood in business as usual terms. Ensure these changes are effectively communicated to colleagues within team/department
  • Flexibility to support team with processes and work volumes when business needs dictate
  • Check work processed/produced by staff in line with Quality Assurance standards and provide feedback to appropriate staff to ensure training needs are identified and resolved. Provide a support service to the department as required
  • Assist and implement improvements to processes
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed

Core Requirements:

Regulatory:

  • To comply with the regulatory regimes in which DST operates, with particular consideration given to relevant Client Asset, Data Protection and Financial Crime Prevention regulations, as appropriate to the above role

Quality:

All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:

  • To be quality driven, aiming for 100% accuracy and timeliness of delivery
  • To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer (internal and external)
  • To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance
  • To observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties
  • To communicate and promote the values which reinforce and support a consistent quality culture

People Engagement:

  • Delivering feedback & key messages in an engaging and motivating manner to encourage empowerment of team
  • Be a key driver in sharing best practice
  • Liaising with Key Stakeholders internally and externally whilst building relationships through networking

Ideal Candidate

Knowledge and Technical Skills

Specific knowledge, skills and qualifications needed to achieve required performance standards in a role.

Essential

Desirable

  • Comprehensive knowledge of relevant Products, systems and Procedures
  • Knowledge of current legislation i.e. Data Protection Act, Compliance
  • General organisational business and financial awareness
  • Understanding of Authority limits where relevant
  • Supports the delivery of Service Level agreement targets and performance standards
  • Competence in the application of Quality Assurance process and criteria standards
  • Coaching/Training skills
  • Time Management and Organisation skills
  • Inter-personal skills
  • Good Communication skills- oral/written
  • Customer complaint handling skills
  • Analytical skills
  • Problem solving and decision making skills over different levels of problems
  • Creativity applied to complex problems
  • Can deliver and receive feedback in constructive manner
  • Open minded approach to dealing with ideas and suggestions from colleagues and customers
  • Can contribute to good working atmosphere within own team and dealing with customers
  • Understanding of the Statements of Principle and Code of Practice
  • Broad knowledge of DST UK operations
  • Knowledge of significant regulatory processes within DST Platforms

  • Education to Higher level or equivalent is desirable
  • ICS
  • CF1/FA1/FA2

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