Senior Operations Oversight Analyst - 12 Month FTC

At Nucleus, we aim to be the UK’s best loved retirement wealth platform and delivering exceptional customer service plays a vital part in this, as well as effective oversight of FNZ, our outsource business partner who undertakes the operational processing for our Nucleus James Hay and Nucleus Curtis Banks products. 

This role is critical in the evolution of service excellence and effective oversight of FNZ services in line with the agreed Best Loved Experience framework, Service Strategy, and oversight framework. 

The role enables increased focus on our service, our risk management & control oversight specifically where operations administration is outsourced to FNZ.
 
Responsibilities

• Oversee FNZ’s performance of outsourced services via active and regular review of FNZ MI reporting and dialogue with FNZ operations, ensuring timeliness and quality of services are sustained.
• Analyse data to gain insight and address service issues, to include complaints, escalations, and risk. 
• Review FNZ reported control failures relating to service administration that may indicate a material weakness   in the control environment. 
• Attend Joint Operations forums with FNZ, actively contributing to delivering good customer outcomes and opportunities for continual improvement of our adviser and customer experience. 
• Support creation of oversight reporting and governance packs. 
• Actively manage day-to-day escalations within the Operations oversight model.
• Continually develop our relationship with FNZ as our outsource partnership through joint meetings and initiatives.
• Ensure our oversight provides adequate assurance that we are meeting our Consumer Duty obligations including an awareness of cross cutting rules, and our ability to identify and address potential harms, frictions or barriers within customer journeys. 
• Via FNZ reporting regularly assess and identify service risks, ensuring that appropriate mitigating actions are being taken.
• Consider current and emerging risks that impact operations and the Nucleus Group strategy. 
• Contribute to significant project or change programmes that could impact operational services. 
• Support review of significant items arising from all Group Internal Audits, Group Risk, and Compliance Reviews and External Audits affecting service within Nucleus to assess the findings and ensure that effective action is taken to address any recommendations. 
• Work jointly with product propositions and marketing to review operations literature so that it remains up to date and effective in supporting our customers.
• Review any new FNZ procedures and significant procedural changes to ensure they meet regulatory requirements and good customer outcomes. 
• Support oversight of the key third party Operations relationships. 
• Understands and adheres to all regulatory and company specific policies

About you
We’ve always placed more importance on cultural contribution above technical ability, but we’d really like you to have/be:

• Deep understanding and experience in Financial Services administration, and customer service, preferably within a pension environment, possessing solid retirement and industry knowledge (experience in operational environment).
• Knows what excellent service looks like to drive positive outcomes for our customers.
• Strong analytical skillset, with ability to conclude findings and required actions succinctly, identify root cause themes to achieve a sustainable service improvements.  
• Customer centric in approach and vulnerable client focussed. 
• Good communicator with active listening, questioning and writing skills.
• Vigilant, identifying risks that may result in poor customer or adviser outcomes.
• A strong sense of ownership and responsibility.
• Takes ownership for personal development.
• Positive attitude and constantly adapts to a changing environment.
• Positively demonstrate the Nucleus Smart, Heart and Courage values and behaviours.

A little about us  
We’re the Nucleus Financial Platforms group and we help make retirement more rewarding.  
People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.  

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.  

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.  

Inclusion and diversity at Nucleus  
As with most things in life, who cares, wins. We really care about inclusion.  
For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.  

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.  

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.