Senior Administrator

Department: STM Gibraltar Operations

Location: Gibraltar

Reporting to: Team Leader

Direct Reports: None


Summary of Role

The role is a core function within the Operations Team, providing relevant support to ensure an excellent customer experience for all clients and intermediaries. You will be a key facilitator in ensuring all tasks are executed accurately and in a timely manner in line with agreed SLAs, assisting the Senior Administrator – Level 2 and Team Leader in meeting regulatory deadlines.

Key Responsibilities

  • Be a point of contact and build and maintain good working relationships with individual and corporate clients.
  • Support the team to ensure all aspects of investment administration are processed accurately, in accordance with company service levels and procedures.
  • Monitor the central mailbox to ensure delivery of appropriate responses to internal and external clients within expected service levels.
  • Act in good faith towards customers, avoid causing foreseeable harm, and support customers in pursuing their financial objectives in line with the Consumer Duty requirements.
  • Ensure clients receive regular and effective communication, maintaining professionalism, clarity, and transparency via various channels.
  • Identify and resolve customer issues or complaints promptly and effectively, in accordance with Consumer Duty principles.
  • Maintain up-to-date and accurate information on our Data systems.
  • Support the team and oversee the pricing and reconciliation of external cash and assets in preparation for month-end, quarter-end year-end reporting.
  • Assist with financial transactions, complete payment requisitions, and obtain appropriate back-up documentation as required.
  • Assist in the preparation and delivery of full training to new starters and provide general feedback as appropriate.
  • Four-eye checking of all investment processes, including dealing instructions, investment applications, and payments. Document evidence for training and provide general feedback as appropriate.
  • Support the team in handling complex queries and take ownership to prevent escalation to complaints.
  • Carry out asset reviews to assess suitability and ensure compliance with our investment principles.
  • Identify areas of potential improvement and submit change requests to the Team Leader for review.

ROLE SPECIFICATION

Key Competencies

  • Excellent numerical, analytical, and Microsoft Excel skills.
  • Meticulous attention to detail, accuracy, and ability to work under pressure without compromising on quality.
  • Strong interpersonal and communication skills, with the ability to interact with peers and clients at all levels.
  • Ability to work independently, manage own priorities, be highly organised, and have strong time management skills.
  • Be adaptable, resilient, and have a proactive, positive attitude to work.

Qualifications

Essential

  • Educated to at least GCSE level, grade C and above, specifically with passes in English and Maths.

Desirable

  • A level or equivalent qualification.
  • Minimum 3 years of experience working in financial services.

Knowledge and experience: 

  • Preferably experience working in a financial services environment within an administration or investments team.
  • A sound understanding of Life Assurance and Pensions.
  • Understand the importance of the prevention of financial crime, KYC/CDD processes, and anti-money laundering and GDPR Data Protection requirements.
  • Familiar with office productivity software, and particularly Microsoft Excel.
  • Delivering excellent customer service within expected service levels.
  • Proven ability to coach & develop a team across administration tasks.

The tasks listed are not meant to be exhaustive and you may be asked to undertake other reasonable tasks of a similar nature but which are not explicitly listed in the job description.

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