Technical SME

Role: Technical SME

We are seeking a Technical SME with significant financial services experience to join a high‑performing team and support a major provider’s retrospective review of investment product sales.

You will be working in a results-orientated environment, where your core responsibility will be to provide technical support to the operation by responding to ‘tech referrals’, supporting with training and running ‘tech clinics’, amongst other things.

The ideal candidate will have experience reviewing advice across areas such as investment and pensions and be able to confidently interpret and apply guidance to answer complex queries.

Key Responsibilities

·       Provide technical guidance/support to the operation

·       Manage and respond to queries raised within agreed SLAs, escalating to other parts of the programme where necessary

·       Manage Quality appeals using technical knowledge and experience to ensure the right outcomes are being delivered for customers

·       Perform trend analysis and feeding into MI at both a team and operational level

Supplementary Responsibilities

·       Provide support to, and work closely with the Technical SME Team Manager to drive a consistent level of quality across the operation

·       Consider the appropriateness and adequacy of decisions reached in respect customer outcome

·       Where applicable, attend client-facing meetings and discuss technical aspects of outcomes reached within Case Clinic

·       Help identify trends to support continuous improvement of consistency and quality. This includes considering and raising identified gaps in knowledge and/or training for reviewers, suggesting enhancements to core processes/procedures deployed in the activity of checking suitability of advice

Essential Experience and Skills

·       A minimum of RQF Level 4 in a suitable qualification, such as DipPFS (or equivalent) with a minimum of 5 years’ experience assessing financial advice customer outcomes

·       Ability to demonstrate decision-making using a holistic approach

·       Excellent attention to detail and accuracy of technical info

·       Excellent communication and presentation skills, with a strong ability to interpret complex queries and provide clear responses

·       Ability to work to demanding deadlines in a high-pressure, fast-paced environment

·       Ability to attain and maintain specified quality and production targets

·       Ability to work independently

·       Demonstrate an ability to work with honesty, integrity and trustworthiness

·       Maintain high standards of professionalism and competence

Please note: Commitment to the duration of the project is expected.