About the role We’re looking for an Operations Platform Oversight Manager to join our new Oversight area within Nucleus Operations At Nucleus, we aim to be the UK’s best loved retirement wealth platform and delivering exceptional customer service plays a vital part in this, as well as effective oversight of FNZ, our outsource business partner who undertakes the operational processing for our Nucleus James Hay and Nucleus Curtis Banks products on our behalf. This new Operational role is critical in our evolution of service excellence and effective oversight of FNZ services and processing across Nucleus in line with the agreed Best Loved Experience framework, Service Strategy, and oversight framework. The role enables increased focus on our service, our risk management & control oversight specifically where administration is outsourced to FNZ. You’ll have accountability for: Oversight of the FNZ Platform Operations Overseeing our FNZ partner operations service performance and first line operational risk management, via active and regular review of MI and effective dialogue with FNZ partner colleagues, and our Nucleus Ops oversight colleagues for Property and Investments. Play a key role in our Oversight model which includes leading SME Operational forums, providing information flow and representation at Joint Nucleus /FNZ Service Delivery Committees and Joint Risk & Compliance forums, as well as relevant reporting into Nucleus Operations, Customer and Commercial Committees. Ensuring our oversight provides assurance that we are meeting our Consumer Duty obligations including our ability to identify and address potential harms, frictions or barriers within key customer journeys. Work effectively with Risk to ensure critical risks in respect of outsourced operational processes are identified and assessed, ensuring that appropriate mitigating actions are being taken so that the target outcomes are Represent Operations in a lead role in Change delivery, including regulatory & legislative change impacting outsourced operational services. Work jointly with product propositions and marketing to ensure template Operational template and correspondence remains up to date and effective in supporting our customers and outsourced operations to effectively manage customer’s products. Oversight of third-party relationships where Nucleus Operations are business owner, excluding Investment and property suppliers. Service Excellence Provide platform operations expertise to analyse appropriate data to gain insight and address service issues, including but not limited to complaints, escalations, quality, risk and customer insights data Work with other areas of the business to using MI to identify key themes and trends driving negative sentiment and drive improvements Be an ambassador for creating a client centric culture, where you can be the voice of the customer – help shaping the experience we want our customers to have and how we want them to feel A bit about you Your friends would probably describe you as the "one who gets things done", ridiculously well planned and someone who creates momentum and gets stuff fixed. You’re the type of person who asks great questions to understand what needs to be improved but can react like lightening to solve problems as they occur, working in a manner that has purpose and structure, keeping effective records as you go. You love collaboration and get a real kick out of seeing a plan come together. You’ll set the bar high on delivering continual progress and improvement. At Nucleus, we’ve always placed high value in cultural contribution and growing our diversity of thought, over technical capability. But it would great if you had some of the following: Deep understanding and experience in platform product administration, and customer service, possessing solid retirement and industry knowledge (SIPP, ISA, General Investment Account and Offshore Bond) Knows what excellent service looks like and can paint the picture for others Demonstrable leadership, and relationship management experience at senior levels Customer centric in approach and vulnerable client focussed Excellent verbal and written communication, with solid active listening and questioning skills Strong stakeholder management skills, with ability to challenge and negotiate with our outsourcing partnership to address operational issues and solve problems Able to build trusted relationships across the dept, wider business and externally with outsource partners and other suppliers Good attention to detail, with effective analytical skills, with ability to conclude findings and required actions succinctly, identify root cause themes to help drive forward Service improvements and Control enhancements to successfully mitigate first line operational risks Vigilant and identifies risks that may result in poor customer or adviser outcomes A strong sense of ownership and responsibility with willingness to learn Agile, efficient, and adaptable to changing priorities Can effectively manage own time and deliver in line with change and business needs, taking ownership for workload and ensuring this is well managed and organised. Drives change whilst managing expectations Inclusion and diversity at Nucleus As with most things in life, who cares, wins. We really care about inclusion. For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector. More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development. At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options. If you’d like to find out more about us or the role, please get in touch with Hannah in our People team.