Transfers Out Senior Analyst in Manchester

We are now looking to recruit a hardworking, articulate individual to join our Transfer Out Department where you will play a key role in providing our award-winning service to our customers. For hardworking individuals, there are excellent career development opportunities available. We have big growth plans with multiple opportunities available across a variety of teams and inductions will take place for these roles fortnightly.

Key Accountabilities

• Cleansing data to ensure that the Transfers Out Manager can provide the Head of Payments with detailed and quality MI across the department.
• Review existing reports and data to make improvements on reporting.
• Focus on FCA data requirements and ensuring that aged cases are regularly assessed, moved forward, and escalated where necessary.
• Regularly review processes and procedures to identify risks and controls as well as improvements.
• Collaborate with the Transfers Out Manager and the teams to successfully implement RPA changes to existing processes.
• Organise the work needed for regular audits carried out across the department including walk-throughs and follow-up work.
• Review CASS breaches and complaints and assess systemic cause to identify any areas of improvement or training needs.

Key Responsibilities

• Manage own time effectively to meet business objectives.
• Continuously look for ways to improve the effectiveness and efficiency of the department, delivering improved service for customers and advisers.
• Contribute to and manage projects impacting Transfers Out, assist with business projects and change integration, and embed necessary changes within the teams.
• Participate in operational resilience planning on an ongoing basis.
• Support the review of complaints and breaches, identifying trends and areas of improvement and key risks.
• Build and maintain relationships with specialists and managers from transfer teams at other counterparties to work to improve transfer times.
• Highlight areas of improvement within the customer journey and OPI performance across all teams.
• Maintain a broad market awareness and commercial knowledge of relevant regulatory change and developments.
• Facilitate internal & external audits, supporting walkthroughs and sampling and completing relevant actions.
• Oversee testing plans and implementation.
• Ensure that all departmental processes are fully defined and properly documented as standard.
• Identify, control and manage risks within own business area.
• Use AI to improve processes and efficiencies across the area.
• Use of VBA Macros to automate processes and information gathering.
• Any other duties as requested by the Head of Payments & Transfers Out Management Team.

Knowledge & Skills

• Strong management and leadership skills.
• Effective at building relationships and engaging employees.
• Good planning, organisation, and time management.
• Skilled in report writing and risk management.
• Knowledgeable in HMRC rules, pension legislation, and AJ Bell products and systems.
• Familiar with customer service procedures, including complaints and compliance.
• Knowledge and experience of macros, automation and data analysis is key.
• Ability to build, use and maintain Macros.
• Understanding to use and integrate AI into daily tasks/role.
• Numerate, literate, and commercially aware.
• Proficient in MS Office, especially Word, Excel, and Outlook.
• Customer-focused with good problem-solving and decision-making abilities.
• Able to lead by example.

What we offer

• 26 days holiday, increasing with service + buy/sell scheme.
• 7% pension with matched contributions.
• Discretionary bonus scheme.
• Share schemes (including free shares and BAYE).
• Health Cash Plan and discounted private healthcare.
• Free onsite gym.
• Enhanced family leave (subject to qualifying criteria).
• Travel and bike loan schemes.
• Employee Assistance Programme.