Principle Process Executive

Management Level

Department: Operations                                                                                   Reports to: Team Leader

Principle Customer Experience Executive is responsible for all aspects of quality checking, complaint analysis, trend analysis and continuous improvement.

EQ India Operations team work closely with the EQ Group functions across UK, US and Amsterdam to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.

• Perform detailed quality checks and compile reconciliation data to support trend and exception analysis across client and non‑client money processes.
• Assist the Reconciliation Manager by reviewing reconciliation quality results, identifying issues, and contributing to practical coaching or process adjustments that improve accuracy and efficiency.
• Investigate reconciliation breaks and operational losses, carrying out root‑cause analysis and applying corrective and preventive action (CAPA) steps to reduce future risk.
• Support continuous improvement by identifying inefficiencies in reconciliation workflows and recommending enhancements that strengthen controls and streamline processing.
• Review reconciliation‑related issues or complaints, analyse recurring trends, and help implement actions that prevent repeat occurrences.
• Provide day‑to‑day guidance to newer team members, helping them build confidence and technical capability in reconciliation processes, systems, and internal controls.
• Support the Reconciliation Manager with quality oversight, workflow coordination, and operational control tasks when required.
• Take ownership of reconciliation risks or issues identified during daily work, ensuring timely follow‑up and clear communication to senior colleagues.
• Work collaboratively with US support teams to reduce unnecessary escalations and improve alignment between onshore and offshore processes.
• Ensure all reconciliation activities comply with internal policies, quality standards, information security requirements, and the organisation’s Integrated Management System.
• Contribute to team deliverables by performing a range of reconciliation tasks and stepping in where additional support is needed.
• Continue developing technical knowledge of reconciliation systems, financial operations, and evolving business requirements.
• Provide timely feedback to colleagues and share lessons learned to help improve team capability and reduce recurring issues.
• Ensure corrective actions from reconciliation reviews are completed promptly and effectively.
• Support the team in achieving consistently high reconciliation accuracy and quality results.
• Promote a positive, efficient team environment through collaboration, knowledge sharing, and strong work ethic.
• Maintain adherence to internal procedures, policies, and operational standards.
• Recommend practical improvements to reconciliation processes, controls, and reporting.
• Communicate effectively with internal stakeholders to ensure alignment, transparency, and timely issue resolution.

The candidate should demonstrate the following experience, skills and behaviours:

• 12 months experience as a Senior processing executive in their respective transaction.
• Deliver quality to our customers.
• Drive to improve results and standards by working together as a team
• Taking ownership and responsibility
• Exhibit exceptional leadership skills with technical proficiency
• Explains or presents information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
• Explains the reasoning behind what is being said to ensure understanding and acceptance.
• Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.
• Uses time management techniques to plan, manage and prioritise own and team’s work effectively, making most efficient use of the time available.
• Give constructive feedback in order to identify individual’s development needs.
• Maintain consistency and fairness throughout the process.
• Has a very good understanding of the Group’s overall aims, structures, policies and culture, together with a good knowledge of the policies, operations, systems and relevant strategies pertaining to specific areas of the business.
• Able to assess the impact of change on products, systems, processes and people.
• Develop and maintain relationships with key contact in all relevant areas.
• Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
• Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti’s business and overall aims, including relevant IT industry developments.
• Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.