Senior French Speaking Customer Operations Agent

Role Overview

This role is responsible for core processing within specific functions, depending on the individual team, within the Customer Operations Functional Area, and is responsible for the quality processing for Corporate / Retail Clients on behalf of FNZ. The role holder will be responsible for all aspects of day to day processing, ensuring that all processes are followed correctly and completed to a high level of quality, maintaining customer files and records, issuing quotes or payments, and helping out on additional tasks outside the normal day to day work as required. High level of proficiency in both written and spoken business French is essential, as well as experience in the French life insurance market.

Key Responsibilities

• Deliver best in class operational services to clients and internal partners.
• Support operational relationships across the global business, ensuring collaborative engagement and partnering to achieve the best results.
• As an internal stakeholder, drive and positively support the relationships globally to create a positive, collaborative, and engaged relationship.
• Engage with external stakeholders in relation to their team's issues, service standards, change and risk including clients, consultants, and third parties.
• Ensure completion of daily tasks are true and accurate, minimising errors with processing and quality actions.
• Deliver KPI/KRI's in relation to customer contractual terms, taking action to prevent failure, through quality processing.
• Support, contribute to, and challenge the delivery of the Operational Transformation Programme (or any other continuous improvement programme), ensuring delivery and milestone completion for the team.
• Complete personal risk management, covering control attestation, risk event and breach reporting, ensuring accurate and timely reporting with focus on quality and prevention.
• Ensure adherence of operational controls to reduce errors and mitigate potential for fraud; deliver reporting/evidence to the Manager and/or Senior Officers to evidence standards achieved.
• Support and drive quality of processing for handling client assets and client money within the role; deliver reporting/evidence to the Manager evidencing standards achieved.
• Maintain training requirements; encourage a culture of collaboration, supportive challenge and discussion through openness and ethical decision making.
• Be an effective communicator, ensuring that information is communicated effectively in both French and English to necessary parties and in a timely manner for rapid resolution.
• Ensure compliance with all mandatory training completed in a timely fashion.
• Support, implement and manage the FNZ culture, meeting the FNZ conduct standards and focusing on collaboration, debate, openness, and engagement for staff.
• Develop professional and technical knowledge and skills, via training and development, to meet Continuing Professional Development requirements.

Qualifications and Experience

• A degree or equivalent in business would be an advantage.
• Experience in the French Life Insurance market.
• Operations experience within the Wealth Management, Insurance, or pensions industry.
• Experience in delivery of superior client/customer services.
• Experience with standard office based applications (Word, Outlook, Excel).
• Ability to work accurately and to deadlines.
• Excellent interpersonal, communication and influencing skills.
• Change management experience would be advantageous.
• Ability to demonstrate understanding of regulations that apply within the region (France).
• Ability to communicate fluently in French, both written and verbal with a wide range of FNZ clients, consultants and agents - this is essential.