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Team Manager, Breach Administration

  • Job reference DST/TP/57366/11505
  • Job type Full Time
  • Sector
  • Location Basildon

The role of the Breach Team Manager is to manager a team of associates whose role it is to administer all breach related work types on behalf of our clients, ensuring all regulatory and service criteria is met.

You will manage a close relationship with the CSM team and all operational areas to ensure all Breach related processes, projects and queries are managed effectively between business areas at all times and driving them to conclusion.

  • Closing date - 27th May 2019
  • Grade - Manager/Specialist (G/P3)

Main Responsibilities

The Breach Team Manager has responsibility for the following:-

To manage a team of staff who process breaches logged, relating to DST business processing and administration, within agreed Service Level Agreements (SLAs) and Regulatory deadlines.

  • Ensure that all SLAs are adhered to and all vetting and quality checking is completed by the close of business each day
  • Ensure performance KPI targets are met evaluated and communicated
  • Chair and actively contribute to team/departmental meetings
  • Demonstrate team focus in all relevant activities
  • Show a desire to commit to personally putting the customer first & provide an excellent customer service at all times, whilst coaching your team members too
  • Must actively seek & respond to feedback. Use service failures both internally and externally as an educator to improve our process, procedures & overall service to the customer
  • Attend Breach Quality forum when required
  • Attend AOM meetings and promote this throughout the department
  • Complete T&C Programme and all relevant exams 2 years from sign up
  • Ensure staff access to systems complies with current role and review this quarterly
  • Complete Manager Essentials course 1 year from sign up
  • To collaborate with Training Manager and Skills Trainers around team training requirements
  • To ensure all OCP tasks are signed off in a timely manner with reasonable comments for late sign offs

People Management

All Line Managers are accountable for the following:

  • To communicate openly and honestly with their team
  • To ask, listen and understand the team
  • To be fair and consistent across the team
  • To be accountable for own actions and the actions of the team
  • To support their teams development and champion professional development
  • To be a role model to all team members
  • To manage HR processes with staff such as return to work documents; probation periods; ACE reviews; recruitment; holiday and overtime requests
  • To complete monthly 121's with all team members through SMART objectives; CASS assessment template and any personal goals

Ideal Candidate

  • Competent in producing professional written communications
  • Ability to manage own workload, schedule training and self-evaluate
  • Extensive knowledge of DST financial products
  • Proficient in all line of business and surrounding systems
  • Proficient in the use of Word, Outlook, Excel & PowerPoint
  • Ability to communicate effectively with a wide variety of stakeholders inclusive of clients
  • Level 3 Certificate in Investment Operations (or a commitment to achieving the qualification within two years) Client Money and Assets IOC as an additional or replace the Technical paper
  • Financial Services Experience at an expert level or higher

Package

  • Competitive annual salary
  • Eligible for annual discretionary bonus (based on individual and company performance)
  • 25 Days holiday
  • Life Assurance (4 x salary)
  • Family Cover healthcare
  • Flexible benefits scheme
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