Subject Matter Expert-Reconciliations

Management Level

Subject Matter Expert

Department: Operations                                                                         

Reports to: Team Leader

Role

Act as a Subject Matter Expert supporting both the team and the team leader. Provide ongoing quality monitoring and coaching in order to improve the team’s performance and actively seek improvements to satisfy our customer needs.

Core Duties and Responsibilities

• Lead advanced quality review activities and compile comprehensive data sets to support complaint analysis, trend identification, reconciliation exceptions and broader performance insights across multiple reconciliation streams.
• Provide day to day oversight and control ownership
• Support training and knowledge transfer from US teams
• Act as escalation points and quality control leads
• Be client / stakeholder facing where required
• Partner closely with the Quality Control & Workflow Manager to interpret quality metrics, identify systemic performance gaps, and deliver targeted coaching, process guidance and best‑practice recommendations to elevate team capability.
• Be flexible with the shift timings.
• Conduct in‑depth investigations into operational losses, perform root‑cause analysis and apply corrective and preventive action (CAPA) methodologies, ensuring all remediation steps are fully implemented and validated.
• Perform detailed complaint reviews and trend analysis on recurring quality issues, implementing sustainable actions to mitigate future risk and strengthen operational stability.
• Provide advanced training, coaching, and technical support to new and experienced team members, ensuring the team maintains strong subject‑matter expertise and adapts to evolving business and regulatory expectations.
• Support the QC & Workflow Manager in managing the quality function, contributing to planning, reporting, audit readiness, and operational oversight.
• Collaborate effectively with U.S. and offshore teams to reduce unnecessary escalations, improve first‑pass resolution rates, and strengthen cross‑team alignment.
• Ensure all reconciliation activities comply with internal quality policies, information‑security standards, and the organization’s integrated management system, maintaining a strong control mindset.
• Support operational deliverables by performing a wide range of reconciliation and quality‑related tasks, adapting to shifting business priorities.
• Maintain advanced technical knowledge of reconciliation processes, regulatory requirements, systems and tools, proactively adjusting to changes in the U.S. regulatory environment.
• Provide timely, actionable feedback to team members and ensure key learnings, trends and best practices are shared across the broader team.
• Contribute to achieving and sustaining high‑quality performance targets, including accuracy benchmarks, audit readiness and compliance metrics.
• Promote team motivation, accountability, and operational discipline through strong communication, leadership behaviours and SME‑level guidance.
• Ensure strict adherence to procedures, policies and integrated management system requirements in all reconciliation and quality‑control activities.
• Deliver high‑quality recommendations for process improvements, support change management efforts, and ensure clear communication across all impacted stakeholders.

Competencies and Experience

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

• Strong reconciliation experience across complex operational processes, with the ability to review, challenge and improve existing controls, outputs and team performance.
• Proven experience of working with cash stock processes and associated controls, including monitoring movements, identifying breaks, investigating issues and ensuring accurate resolution within required timeframes.
• Strong books and records experience, with a clear understanding of the importance of record integrity, control evidence, balance accuracy and the impact of unreconciled items on downstream reporting and risk.
• Demonstrable focus on quality, control discipline and continuous improvement, with the confidence to identify root causes, challenge poor practice and drive higher standards across the team.
• Strong sense of ownership and accountability, with the ability to act as an escalation point, make sound decisions and support the Team Leader in managing risk, priorities and delivery.
• Ability to produce clear, concise and structured written output, including technical commentary, issue summaries, trend analysis and control reporting suitable for both operational and stakeholder audiences.

Able to work across teams to improve results and standards, support knowledge sharing, and influence others through strong communication, practical guidance and SME-level credibility

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.