WHO WE ARE :
We are interactive investor (ii), the UK’s number one flat-fee investment platform, here to help our customers take control of their financial future.
For a simple, flat monthly fee we provide a secure home for customer pensions, ISAs and investments. Other providers charge a percentage fee, which means the amount a customer pays increases as their investments grow.
Our flat fee stays the same, so ii customers keep more of their money. Additionally, we provide an industry-leading selection of investments and a team generating up-to-date expert insight.
This choice and intelligence can help our customers invest in the way that’s right for them.
interactive investor has been helping investors for 25 years. Over the years, we have seen market highs and lows, and been resilient throughout.
We are proud to have over £45 billion of assets under administration, over 350,000 customers, and to be rated Excellent’ on Trustpilot.
WHAT WE STAND FOR :
It’s simple we want our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to be a workplace where we can all thrive.
Our customer-driven approach and bold values sit at the heart of this. We are honest, straight-talking and transparent with our customers and our colleagues.
We are decisive and take ownership of what we say and deliver. We are ambitious and passionate about what we believe is right for our customers, our teams, ourselves and interactive investor.
PURPOSE OF ROLE :
The role is responsible for performing key task validation, authorisation and quality assurance, administration of key controls, administration and reporting of risk documentation in line with requirements.
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 the face of a continually changing regulatory environment.
KEY ACCOUNTABILITIES :
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, including fee processing and FX
To perform ad hoc tasks as required by management, when called upon
To ensure that procedures are up to date. Provide technical coaching in regards to revised procedures, systems enhancements or regulatory changes impacting the department
Provide excellent telephone support to internal customers, as required.
Use subject matter expertise to resolve complex or escalated queries ensuring positive client and employee experiences.
Ensure risks, errors and incidents are actively detected, corrected and escalated appropriately. Establishing the root cause through investigation.
Risk event submission in line with regulatory requirements. Identify preventative actions and assist with implementation, to mitigate known risks and improve processes.
To perform departmental testing when called upon
To identify opportunities for process improvements within the department which could increase process efficiency and enhance client experience and assist with implementation
Treat customers fairly at all times
Maintain the first line of compliance defence by ensuring individual adherence to business processes and procedures that are designed to 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.
Detailed knowledge of departmental processes and purpose both from a ii perspective and from an industry perspective
Know the Financial Services Sector specifically Wealth Management
Understand the key drivers of Client Loyalty within a retail environment
Understand the principles of Training and Competence
Understand the principles of Treating Customers Fairly
Understanding of Investment products; characteristics and applications
Know the regulatory environment and associated risks that require managing
Knowledge of the business objectives products and processes
MS Office Skills
Capability to think clearly and creatively in delivering operational change in line with a defined strategy / vision.
Ability to adapt to a changing environment
Prioritising and managing own workload in accordance with assigned priorities.
Coaching and mentoring skills
Strong communication skills
Ability to influence stakeholders and negotiate where necessary
Ability to use initiative to creatively resolve issues and find solutions
Detailed understanding of internal systems utilised within the department and how they impact the client journey