Third Party Oversight Analyst

Posted 21 February by The Northview Group

Overall Purpose of Job

To support the Third Party Oversight Manager in ensuring that putting the customer first and ensuring that we have the right outcomes for our customers is embedded in the culture of our business. This will be reviewed and assessed by completing customer journey reviews, calls monitoring, decision reviews, MI and exception reporting, and client MI, and service level agreements. Monitor and assess adherence to Kensington’s policies and procedures.

Key Accountabilities

  • Review existing and develop new Customer related MI e.g. Complaints & TCF to monitor and manage the performance of our third parties
  • Complete wing to wing customer journey reviews against policy and procedures.
  • Review that decisions are made in relation to any mandates and that there are no mandate breaches.
  • Support the Oversight Manager in the delivery of TCF dashboards to relevant forums i.e. conduct risk committee, and clients.
  • Review complaints Root Cause Analysis to improve the customer journey and handling of complaints,
  • Ensure that our third parties are making the right and best outcome for the customer.
  • Ensure that all risks and incidents are updated and reviewed against the RCSA to ensure the right controls are in place.

Qualifications, Experience, Knowledge, Skills

  • Experience in a first line controls or quality team
  • Experience in first charge mortgages
  • Ability to communicate at all levels both written and verbally
  • Ability to professionally challenge the status quo whilst maintaining strong working relationships
  • Strong stakeholder management skills
  • Ability to influence and persuade others of improved practises
  • Ability to produce, interrogate and communicate data in a meaningful way to a variety of stakeholders
  • Flexibility in a role which is likely to grow and evolve significantly in the future
  • Experience working within a Customer centric role
  • Relevant professional qualifications / certificates desirable
  • Excellent working knowledge of Microsoft Office (Word, Excel and Visio)

Required skills

  • Analysis
  • Financial Services
  • Monitor
  • Reporting

Application question

Do you have experience in first charge mortgages?

Reference: 34528985

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