Operations QA Administrator- Client cash

Operations QA Administrator – Client Cash

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interactive investor is an award-winning investment platform that puts its customers in control of their financial future.

We've been helping investors for nearly 30 years. We've seen market highs and lows and been resilient throughout. We're now the UK's number one flat‑fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

We also bring impartial, expert content from our award‑winning financial journalists, a highly engaged community of investors, and daily newsletters and insights.

The role is responsible for performing key task validation, authorisation and quality assurance, as well as the administration and oversight of key controls.

The role individual is required to utilise subject‑matter expertise to resolve complex client and employee queries, identify operational efficiencies and best‑practice opportunities, and initiate action to maintain compliance in a continually changing regulatory environment.

• To perform live task validation and authorisation for payments in and out, as well as retrospective quality assurance
• To administer and maintain oversight of key departmental controls
• To perform task processing within the department when called upon, including fee processing and FX
• To ensure procedures are up to date and provide technical coaching regarding revised procedures, system enhancements, or regulatory changes impacting the department
• Use subject‑matter expertise to resolve complex or escalated queries ensuring positive client and employee experiences
• To perform departmental testing when called upon
• To identify opportunities for process improvements within the department that could increase efficiency and enhance the client experience
• Treat clients fairly at all times
• Maintain the first line of compliance defence by ensuring individual adherence to business processes and procedures that meet the regulatory standards set out in the relevant FCA rules and guidance
• Maintain the first line of defence by operating risk controls assigned to the individual
• Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently
• Ensure risks and issues are identified and escalated appropriately to ensure corrective preventive actions are implemented, sustainable and address the root cause

• Detailed knowledge of departmental processes and purpose from both an ii perspective and from an industry perspective
• Detailed understanding of internal systems utilised within the department and their impact on the client journey
• Ability to use initiative to creatively resolve issues and find solutions
• Ability to influence stakeholders and negotiate where necessary
• Strong communication skills
• Coaching and mentoring skills
• Prioritising and managing own workload in accordance with assigned priorities
• Ability to adapt to a changing environment
• Capability to think clearly and creatively in delivering operational change aligned with a defined strategy or vision
• MS Office skills
• Knowledge of the business objectives, products and processes
• Knowledge of the Financial Services Sector – specifically Wealth Management
• Knowledge of the regulatory environment and associated risks that require management
• Understanding of investment products, characteristics and applications
• Understanding of the principles of Treating Customers Fairly
• Understanding of the principles of Training and Competence
• Understanding of the key drivers of client loyalty within a retail environment

• Clear communicator
• Strong team player
• Demonstrated passion and drive for delivering the best outcome
• Moving with speed – delivering faster and better
• Decisive and takes ownership of outcomes
• Not afraid to challenge and open to…