Middle Office Operations Analyst — Elevate Client Service

Nucleus Financial; Salisbury; On-site; GBP 32,000 - 44,000; Full time

Job summary

Nucleus Financial is seeking an Operations Service Analyst to join the Middle Office, based in Salisbury or Edinburgh. The role focuses on delivering specialist operational knowledge, analysing reporting, and supporting Front Office to improve service delivery and adviser outcomes.

You will triage complex inquiries, coordinate across teams, and drive continuous improvement through data-driven insights while adhering to regulatory policies and company values.

Qualifications

• Experience in Financial Services administration or operations, preferably within a Pension or investment environment.
• Good understanding of operational processes and how they impact Advisers and Customers.
• Strong analytical skills, being able to analyse data and reporting and articulate issues and required actions.
• An interest in or understanding of investment operations, including trading, settlement, valuations and different asset types.
• Strong analytical and problem-solving skills, with the ability to assess a query, identify the issue and determine the appropriate next step.
• A confident communicator who can explain operational issues clearly to Front Office and build effective relationships with operational teams.
• Customer and Adviser focused, with a strong understanding of what good service looks like.
• Able to take ownership of issues and see them through to resolution.
• Comfortable working across teams and coordinating activity where there are multiple parties involved.
• Vigilant and able to identify potential risks, delays or poor Customer/Adviser outcomes.
• Proactive in identifying recurring queries and turning operational knowledge into better guidance and self-service.
• Positive and adaptable, with a willingness to learn and develop knowledge.
• Positively demonstrate the Nucleus Smart, Heart and Courage values and behaviours.

Responsibilities

• Provide operational knowledge and support to Front Office on more complex queries and cases.
• Proactively identify cases which require attention to ensure right customer outcomes achieved.
• Triage queries to understand the issue, establish whether it is within expected service timescales and identify the appropriate route to resolution.
• Maintain oversight of issues through to resolution, ensuring appropriate updates are provided to Front Office.
• Analyse MI and operational information to identify trends, root causes, emerging risks and opportunities for sustainable service improvement, providing clear recommendations where appropriate.
• Identify potential service issues or risks early and escalat appropriately where intervention is required.
• Support the identification and development of clearer guidance, FAQs, and other information for Front Office based on recurring queries and areas of complexity.
• Contribute to continuous improvement by identifying recurring issues, root causes and opportunities to improve the service experience.
• Understand and adhere to all regulatory and company-specific policies.
• Three Core Service Areas – Responsibilities: Investment Operations – Support Front Office with queries relating to investment operations, including asset types, trading, settlement, valuations, dealing and platform functionality.
• Investment Operations – Provide support and guidance on corporate actions, dealing issues and other investment-related communications.
• Transfers In – Use FNZ’s Transfers In reporting to support key Adviser firms with the active management of their inflight transfers, aiming to reduce incoming individual case query volume.
• Transfers In – Support queries relating to Transfers In, including cash and in-specie transfers, particularly where clarification is required on expected completion timescales or where issues are causing delays.
• Benefit Payments – Use FNZ’s Benefits reporting to support key Adviser firms with the active management of their inflight transfers, aiming to reduce incoming individual case query volume
• Benefit Payments – Support queries relating to benefit payments, helping to ensure payments are made within expected timescales.
• Benefit Payments – Identify and help resolve issues that may delay payment, liaising with relevant operational teams where required.
• Benefit Payments – Provide clear and timely updates to Front Office on the status of payments, any issues identified and expected timescales for resolution.

Skills

Financial services operations

Analytical skills

Data analysis

Communication

Problem solving

Cross-team collaboration

Job description

Nucleus Financial is seeking an Operations Service Analyst to join the Middle Office, based in Salisbury or Edinburgh. The role focuses on delivering specialist operational knowledge, analysing reporting, and supporting Front Office to improve service delivery and adviser outcomes.

You will triage complex inquiries, coordinate across teams, and drive continuous improvement through data-driven insights while adhering to regulatory policies and company values.