Suspense Manager (Non Scheme)

Suspense Manager (Non Scheme)

Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role:

In this role, you will be part of the Suspense Utility Leadership team as a Suspense SME, ensuring all suspense activities are carried out in line with published SLAs.

You will be responsible for managing suspense and exceptional money handling across Diligenta, ensuring effective oversight of the end-to-end suspense journey. This includes resolving issues, improving processes, and implementing corporate standards to maintain compliance and uphold customer duty regulations.

Additionally, you will assess, mitigate, and manage risks associated with suspense activities to minimise operational losses.

Benefits:

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays, and electrical goods.
• Cycle to Work Scheme & Interest free Season Ticket loans.
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection

What you'll be doing:

• You will be responsible for coordinating multiple migration activities for suspense to minimise and mitigate migration risks associated with a large volume of business to be migrated.
• Monitoring and Managing Suspense Leads to ensure management of suspense activities. Complete all people and performance management activities.
• Influencing client investment decisions through producing business case with mutually beneficial outcomes for Diligenta, Client and customers
• Driving commercial outcomes and efficiency to reduce unit cost and improve customer outcomes.
• Creating and establish an RCA framework as SME to assist in materially reducing overall operational losses and complaints across all accounts.

What we're looking for:

• At least 2 years of experience with Life or Pension products, understanding their structures and regulatory requirements.
• Strong commercial mindset, with the ability to assess financial impact and drive cost-effective solutions.
• Knowledge of financial systems and their processes, particularly in relation to suspense management and exception handling
• Proficiency in Microsoft Excel, including the use of formulas, data analysis tools, and reporting functions.
• Proven analytical skills, with the ability to identify trends, assess risks, and develop effective solutions.

If you need any help or adjustments during the recruitment process, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!