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Compliance and Complaints Analyst
FULLY REMOTE (With occasional travel to the office in Malta)
SALARY: 30,000 (35,000 Euros)
Our Client is one of the world's leading International Pensions providers, and operates through four entities in Malta, Gibraltar, the Isle of Man and United Kingdom. Their dedicated support, personable service and expert technical knowledge are the reasons people around the world turn to our client to power their pensions forward. They have a strong focus on their practices, people, products and technology, continuous improvement and innovation set us apart. Supported by a flexible and dynamic approach, our client builds enduring business relationships that deliver.
An exciting opportunity is now available for an experienced, high calibre Quality and Compliance Analyst within our Malta office. THIS IS A REMOTE ROLE, however the successful Candidate will have a two week induction period in the office in Malta and will then be required to visit during ad-hoc periods throughout the year. Flights and accommodation will be fully financially paid for.
The successful candidate will be reporting into the Assistant Head of Compliance in Malta. Principal Accountabilities will include:
" A key focus of the role is the management of our complaint handling service and compliance related work
" To ensure complaints are handled efficiently and professionally, delivering good customer outcomes whilst being managed within the business's agreed policies and procedures and client requirements
" Drive the management of complaint handling, including investigating, analysing, and writing complaints responses, working with the relevant internal and external stakeholders
" Work with the relevant Head of Functions and Directors in drafting complaint responses and where required to negotiate claim settlements with individual complainants
" Application of root cause analysis for complaint cases, identifying lessons learned and areas for change to improve our operational procedures and controls
" Maintain accurate, appropriate, and consistent records of all complaints and responsibility for maintaining Complaint risk registers
" Production of periodic management information and analysis of trends relating to exceptions and identifying areas for improvement
" Presentation of MI to the Board of Directors and regulatory reporting
" Conducting compliance checks and ongoing compliance monitoring as required, including but not limited to the AML/CFT Customer Risk Assessment
" Reviewing and monitoring compliance with Malta Pensions Rules in particular due diligence requirements
" Dealing with day to day or ad-hoc requests and enquiries received from the business, Advisers, Members, Regulatory and law enforcement authorities
" Participating / leading in compliance related projects and oversight work including the development and implementation of compliance policies and procedures and remediation work.
Skills and Experience:
" Previous work experience in the Pensions sector and knowledge of pension processes and procedures and regulatory requirements
" Proven and established experience in managing complaint handling
" Understanding of Compliance principles and standards would be an advantage
" Exceptional research and analytical skills
" Experience of collaborative stakeholder management at all levels
" Strong and effective communication skills - verbal and written. Ability to write structured and strong complaints responses
" Influencing and negotiation skills
" Well organised, able to prioritise key tasks and focus on delivering them under pressure
" Ability to work independently with minimal supervision but also within a team
" Excellent attention to detail and accuracy
" Highly enthusiastic individual with a strong work ethic
" Flexible approach and positive attitude and communication style.
NJR 13323
