The Team Leader is responsible for managing the daily processing of activity for Claims and Policy
Servicing on the UPE Wealth Protection & Affluent book, ensuring that all work items are processed in accordance with compliance obligations and within agreed service standards (Full & Partial Surrenders, Change of Bank, Change of Custodian, Change of Portfolio Strategy).
Manage daily processing of tasks within agreed SLA.
Deliver excellent Customer Service to all Clients and Partners.
Ensure adherence to policies and procedures across the Wealth Protection business line.
Ensure all risks and issues are logged and addressed in a timely manner.
Manage HR requirements of the team
Ensure a mind-set of continuous training and development is invoked, with an active training plan being adhered to at a team and person level.
Assess all processes and volumes against the following measures: End to end timelines, First point resolution, removal of waste, Customer effort, Costs
Use initiative for problem solving and decision making.
Identify opportunities to enhance customer experience.
Develop a good working relationship in the team and in the wider operations unit, promoting a positive and collaborative team ethos.
Deliver necessary metrics for MI reporting across all business lines which reflects the on-going position of the team.
Be open to take on new tasks when required.
Support strategic projects and initiatives.
Maintain and develop relationships with all key stakeholders such as sales, clients and intermediaries.
Main Tasks and Responsibilities
Service Delivery: Ensure the needs of the customer are identified and excellent customer service is provided across the team to all customers (Internal and External). Ongoing monitoring of processes across the team to ensure best practice is followed daily.
Ensure excellent policyholder administration and service performance with respect of the Utmost business.
Product support in the delivery of initiatives. · Ensure business processes comply with group policies and regulatory requirements.
Put customer at forefront of the team approach to working.
Execute remediation plans where SLAs are not met.
Assess volumes and trends and work with the other teams to improve customer service.
Innovative/Pioneering Proactively seeks out new ways of approaching work and identifying continuous improvement.
Identify opportunities that add value.
Creativity of thinking and in ways of working.
Demonstrate a positive "can do" attitude, volunteer and own tasks through to completion.
Challenge and support your manager and peers to ensure the organisation is consistently delivering the best service both efficiently and ethically.
Operational Risk and Compliance: Maintain an operational risk and control environment and supporting framework that is consistent with a first-class front-line shared services organisation and that is embedded as part of day-to-day operations.
Successful implementation and management of the Operational Risk framework (to accept and manage, to reduce, to mitigate, to avoid) in line with risk policies, procedures and timelines from AML to DPO.
Ensure familiarity and strict adherence to latest AML protocols across the team,
Early identification and logging of all risk events, with associated learning plan from same
Audit requirements completed successfully.
Ensure processes are in line with anti-fraud measures.
Team Leadership and Development
Structure and manage team to ensure delivery of team objectives within the agree timelines.
Maintain a positive and ethical work climate that is conducive to attracting, retaining and motivating top quality Operational specialists.
Performance management of team in line with USIL policies.
Ensure development, skill and career path in place for team · Invoke a mind-set of continuous improvement, within the team and at a 1.1 level.
Document a training matrix for the team and utilise same to define quarterly training schedules.
Knowledge, Skills and Behaviours
Italian language necessary
A deep understanding of the risk and compliance environment.
Strong customer focus with a proven track record of implementing market-leading service improvements.
Experience of taking the lead or key role in the implementation of significant projects, initiatives and service improvements.
An understanding of the client perspective across the business line.
Role holder must have a proven track record of delivering and maintaining best practice in operational process and service delivery.
Proven strong interpersonal, communication and influencing skills.
Demonstrated decision-making skills with the ability to implement practical, commercially sound and compliant solutions.
Ability to work under pressure and to meet tight deadlines while displaying strong attention to detail.
Service focused individual.
Determined and focused individual with strong leadership and people management skills.
Ability to work in a team, to work on own initiative, to plan and organise workloads effectively to meet deadlines.
Role holder must be curious and ambitious to deliver a superior service proposition.
Ability to report and support communication to multiple levels of stakeholders.
Act as a role model to the team and demonstrates the ability to mentor and develop individuals.
Establish themselves as a role model and display the Utmost values.
Utmost Group is an equal opportunities employer.
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Where Agency assistance is required, Utmost Ireland will engage directly with suppliers. Unsolicited CVs / profiles supplied to Utmost Ireland will not be accepted for the role.