Senior French Speaking Customer Operations Agent

Role Description

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.

This means the following key requirements,

• 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
• The role holder will play a lead role for service delivery to our clients based in France from their core activities, ensuring accuracy, compliance, and achievement of service standards in accordance with clients’ KPIs.

Specific Role Responsibilities

Strategy

• 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 and protection for clients and the business.
• 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, , third parties,

Process

• Ensure that completion of daily tasks are true and accurate, minimising errors with processing and quality actions,
• Delivery of 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 delivering and milestone completion for the team.
• Complete personal risk management, covering Control Attestation, Risk Event and Breach Reporting, ensure accurate and timely reporting, with focus on quality and prevention.
• Ensure adherence of operational controls, to reduce errors and mitigate potential for fraud; and deliver reporting / evidence to the Manager and/or Senior Officers to evidence standards achieved.
• Support & Drive quality of processing for handling client assets and client money within role; and deliver reporting / evidence to the Manager evidence standards achieved.

People

• 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 purpose of rapid resolution
• Ensure compliance with all mandatory training is completed in a timely fashion.
• Support, implement and manage the FNZ culture, meeting the FNZ conduct standards and focus on collaboration, debate, openness, and engagement for staff.
• Develop professional and technical knowledge and skills, via training & development, in order to meet Continuing Professional Development requirements.

Experience required

Required Knowledge & Skills

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

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. 

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. 

We partner with the world’s leading financial institutions, with over US$2.5 trillion in assets on platform (AoP).

Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.