Advice Operations Consultant

5 months ago

Melbourne, Australia AMP Full time

Advice Operations Consultant

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**:

- Effectively manage your workflow, priortising actions according to business impact, regulatory requirements, SLA's, and urgency of task.
- Operate with a strong customer focus to ensure the delivery of a high-quality service.
- Demonstrate a high level of attention to detail and accuracy in processing.
- Strong literacy and communication skills
- Participate, collaborate, and be engaged in team meetings and focus working groups
- Contribute and share feedback to support continuous improvement opportunities to enhance our service standard and quality.
- 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.
- Key risk awareness, with the ability to identify and communicate gaps in processes and procedure to prevent an impact to the client, adviser, and business, including reputational damage.
- Be proactive in highlighting processing defect and issues to minimise disruption on daily processing; As part of this you are to share examples and supporting material for SNOW ticket to aid the resolve of internal system issues.
- 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 monitoring and reallocation, including clearing revenue liabilities within accounts
- 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
- Processing, reporting, and reconciling of Payments and Deductions
- Investigation and resolution of Adviser Fee Disclosure Statement, Internal and external revenue rejections
- Revenue investigations and corrections, due to incorrect downstream processes
- Perform routine and ad hoc reconciliations to balance general ledgers
- 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.
- Determine cross licensee transfers to adhere to the TAFP policy and requirements.
- Conduct authorisation checks on information and data received to ensure that the handling of transactions accurately aligning the client request or adviser's instruction.
- 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.
- Complete peer reviews - identify and support resolution of any systematic process issues.
- 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 a

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