Advice Operations Consultant

2 weeks ago

Melbourne, Victoria, Australia AMP Full time
Job Description

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you'll make an impact

The main purpose of this role is to deliver excellent administration and support services to AMP's Aligned advice network by completing a regulated set of business processes and maintaining effective quality, timing & risk controls within the team. A focus on problem solving and continuous improvement identified through opportunities to further streamline activities is also expected and critical to the success of this role.

Main Focus Areas:

The Advice Operations Consultant will be responsible for, including but not limited to:
  • To assist in the investigation and resolution of adviser queries and complaints.
  • Support on remediation actions associated with incidents and risks management activities, including treatment of breaches and/or obligations.
  • Be proactive in highlighting processing defect and issues to minimise disruption on daily processing
  • Accounting, processing, balancing and reconciliation of all licensee product provider revenue
  • Investigation and resolution of unallocated invoice payments, including refunds to clients
  • Fee classification reporting and analysis
  • Revenue analysis and reporting on departed businesses to redirect owed revenue. This includes, making payments via tax invoice, collection of money owed, identification and treatment of conflicted remuneration, payment made to acquiring parties of assets
  • Fee for Service refunds to various product providers via multiple forms of engagement and process, including continuous follow-up
  • Investigation and resolution of Adviser Fee Disclosure Statement, Internal and external revenue rejections
  • Revenue investigations and corrections, due to incorrect downstream processes
  • Perform pre and post payment run checks to validate accuracy and establish exceptions
  • Transfer of invoices to new servicing arrangements
  • Efficiently process and administer adviser / licensee requests, adhering to relevant regulatory and specific licensee requirements as advised by Management
  • Assess client servicing arrangements and where applicable request for fees to be dialled downs.
  • Perform the action of transferring the servicing rights for client policies following the appropriate checks and controls.
  • Updating of authorised representative details on internal systems, external systems, and regulator databases.
  • Process a range of activities such as appointments, terminations, alterations and other related processes within agreed timeframes and quality.
  • Be aware and adhere to regulatory, licensee and business obligations and policies
  • Assist with the investigation and resolution of adviser issues with relevant stakeholders
  • Work collaboratively as part of the Business Solutions team to help our business achieve its goals
  • Provide clear, effective communication on case progress, challenges faced or identified and be proactive in seeking alternative actions.
  • Manage risks as they arise via the appropriate channels / systems
    What you will bring to the team

    Ideally, you will bring the following experiences to this role:
    • Relevant experience within an operations function, preferably in the financial services industry
    • Previous experience in a customer service role working with high volumes, high pressure in administrative work with daily targets (desirable)
    • Tertiary qualifications in business, finance, or related discipline (desirable)
    • Demonstrated understanding of SLA's, capacity management and achieving goals and targets
    • Strong communication skills
    • Proven ability to build and maintain effective stakeholder relationships
    • Proven ability to operate with a strong customer focus to ensure the delivery of high-quality service
    • Experience managing and prioritising work in allocated queue
    • High levels of attention to detail and accuracy
    • Sound decision making, problem solving and negotiation skills
    • Understanding of the Financial Planning industry & the administration systems within a financial planner environment (highly desirable)
    • Advance excel skills, ability to complete VLOOKUP, formulas etc.
      You'll thrive here if...

      If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

      Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

      If you're someone that can hold their own, you'll find AMP quite liberating.

      Why we think you'll love working at AMP

      Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

      We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

      In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

      Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

      We believe in the power of inclusion and diversity

      We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

      We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

      We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website> (insert link)

      Ready to create your tomorrow?

      If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

      Don't procrastinate We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

      Looking forward to meeting you.

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