Customer Services Quality and Technical Specialist, Permanent Job, Isle of Man Job | Customer Services & Sales

Job Description

Are you an experienced customer service expert with a deep understanding of regulatory compliance and technical administration? We have a permanent position in Castletown available within our client’s team for a dynamic individual to join as a Customer Services Quality and Technical Specialist.

The Role…

Reporting to the Customer Services Manager, your responsibilities will include:

Ensuring new business applications adhere to regulatory requirements and internal guidelines and procedures

Providing technical support and addressing detailed portfolio queries from both internal and external clients

Conducting training sessions for the team to align product knowledge with customer demand and communicate new procedures effectively

Investigating and addressing complaints, including root cause analysis

About You…

You will need:

Proven prior experience in the financial services sector, preferably with a focus on new business operations
A qualification such as the ICA Certificate of Advanced Certificate in AML would be advantageous

Comprehensive knowledge extends to IOM FSA's AML/CFT Requirements and Guidance for new business, particularly for regulated investment business

The Reward…

A benefits package including, pension, bonus and more!

Castletown based

Consultant

Saoirse Coyle-Carroll

Recruitment Consultant

Contact Recruiter

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Foster a culture of shared responsibility
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About You…

To excel in this role, you should have:

Strong leadership and relationship skills
Pragmatic and results-oriented approach
Resilience and adaptability
Excellent communication and organisational skills
Commercial acumen and innovation
Relevant industry knowledge and experience
Commitment to high-quality service
Offshore financial services expertise
Membership in a relevant Financial Institute
Proven leadership and regulatory experience
Effective recruitment skills

The Reward…

Inclusive and diverse work environment
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The Role…

You will work together with Quality Assurance & Training, Product, Tech, BI, Innovation for process improvement and service quality measurement, and:

Identify and interpret customer requirements and implement efficient short- and medium-term solutions
Address and resolve issues within the Customer Service team in an effective manner, complying with processes and SLA's
Actively manage assigned projects, ensuring that each is delivered on time, within budget.
Present proposals for improvement and optimization of communication, processes and flows between Customer Service team and third party areas
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Deep dive analysis to generate actionable insights to provide a seamless user experience

About You…

With a relevant degree and proven experience within a similar role, applicants must have:

Experience in consulting, operations, customer experience or related area within international banking and/or fintech
Proficiency in Excel
Knowledge in SQL
Experience managing multiple stakeholders
Proficient in English & Spanish would be a significant advantage
Availability to travel

The Reward…

You’ll receive a competitive salary and benefits package

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Consultant

Saoirse Coyle-Carroll

Recruitment Consultant

Contact Recruiter

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Client Services Director, Permanent Job, Isle of Man

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Full Time, Permanent

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Join our client as a Client Services Director! We\'re looking for a dynamic leader to manage client relationships, drive business growth, and ensure operational excellence.

The Role…

As Client Services Director, you will:

Provide client and team management support for exceptional service
Lead company development initiatives
Exceed financial targets while optimising costs
Improve processes for operational excellence
Foster a culture of shared responsibility
Act as the primary client contact, ensuring quality deliverables.
Embed risk management practices
Proactively seek new business opportunities
Manage staff and profitability
Review and optimise fee arrangement

About You…

To excel in this role, you should have:

Strong leadership and relationship skills
Pragmatic and results-oriented approach
Resilience and adaptability
Excellent communication and organisational skills
Commercial acumen and innovation
Relevant industry knowledge and experience
Commitment to high-quality service
Offshore financial services expertise
Membership in a relevant Financial Institute
Proven leadership and regulatory experience
Effective recruitment skills

The Reward…

Inclusive and diverse work environment
Competitive salary & benefits package
Continuous learning and development
Opportunities across an international network

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PP11153

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Join our client’s dynamic team as a Solutions Lead! Based on the Isle of Man and working closely with the MD on the Isle of Man and the Head of Customer Service in Mexico, you\'ll play a pivotal role in enhancing our customer experience. The successful applicant will streamlining processes, tackle root causes, and collaborate with cross-functional teams to drive continuous improvement.

The Role…

You will work together with Quality Assurance & Training, Product, Tech, BI, Innovation for process improvement and service quality measurement, and:

Identify and interpret customer requirements and implement efficient short- and medium-term solutions
Address and resolve issues within the Customer Service team in an effective manner, complying with processes and SLA\'s
Actively manage assigned projects, ensuring that each is delivered on time, within budget.
Present proposals for improvement and optimization of communication, processes and flows between Customer Service team and third party areas
Create and maintain documentation of the activities and processes of each third party area
Deep dive analysis to generate actionable insights to provide a seamless user experience

About You…

With a relevant degree and proven experience within a similar role, applicants must have:

Experience in consulting, operations, customer experience or related area within international banking and/or fintech
Proficiency in Excel
Knowledge in SQL
Experience managing multiple stakeholders
Proficient in English & Spanish would be a significant advantage
Availability to travel

The Reward…

You’ll receive a competitive salary and benefits package

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Customer Services Quality and Technical Specialist, Permanent Job, Isle of Man

Job Description

Consultant

Saoirse Coyle-Carroll

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Client Services Director, Permanent Job, Isle of Man

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