Oversight Technician

Wesleyan; Birmingham; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Flexible hybrid working

Company pension scheme

Underground parking

Salary sacrifice schemes

Enhanced family leave

Volunteering days

Job summary

Wesleyan, founded in 1841, is seeking a detailed and collaborative professional to support daily operational and oversight activities within a financial services environment. The role involves interacting with customers, advisers, and third-party administrators, handling emails, Teams, calls, and workflow systems to ensure compliant service delivery.

You will help produce performance reporting, monitor incidents and risks, and maintain clear communications with internal and external

Qualifications

• Excellent communication skills (verbal and written) with clear concise delivery.
• Strong numerical and problem-solving abilities with attention to detail.
• Ability to work autonomously yet collaborate effectively in teams.
• Assertive and confident in contributing in meetings.
• Well organised and proactive with prioritisation under tight deadlines.
• Experience with quality assurance methods and root cause analysis.
• Proficient in Microsoft Excel for data analysis and reporting.
• Knowledge of financial products, especially investments.
• Experience in Financial Services operations and FCA Consumer Duty.
• Willing to pursue Regulated FS Operations certificate within 24 months.

Responsibilities

• Support day-to-day WUTM oversight activities, ensuring processes and regulatory requirements are met.
• Act as a key contact and provide technical product support for WFS, SS&C, HSBC, State Street and tied-advisers, resolving queries and escalating when needed.
• Monitor service delivery, incidents, breaches, risks and customer outcomes.
• Produce and maintain customer and adviser communications, operational records and MI.
• Analyse data for KPIs, breaches, complaints and other performance metrics.
• Validate data accuracy, identify trends and support regulatory and Consumer Duty requirements.
• Assist with QA reviews, audits and regulatory assessments with data prep and evidence gathering.
• Maintain process notes and controls documentation; support continuous improvements.
• Log feedback, incidents and actions; ensure escalation and resolution.
• Manage admin tasks including inbox management and payment processing.

Skills

Communication skills

Numerical problem-solving

Initiative & collaboration

Assertiveness in meetings

Organisational skills

Quality assurance tools

Excel data reporting

Financial product knowledge

Financial services experience

Regulatory certificate

Education

Certificate in Regulated Financial Services Operations

Tools

Microsoft Excel

Job description

Salary: Up to £32,200, based on skills and experience

Contract Type: Perm – 35 hours a week

Location: Hybrid working (office based in Birmingham) – typically 2 days in the office per week

Shape Brighter Futures with Wesleyan

Established in 1841, Wesleyan help trusted professionals—GPs, hospital doctors, dentists, and teachers—secure their financial future. Today, we’re proud to continue that mission with passion and purpose. If you’re looking for a role where your expertise makes a real impact, and you want to work in a culture that values collaboration, innovation, and integrity, we’d love to hear from you.

Find out more about who we are: careers.wesleyan.co.uk

Make a Difference

This role is responsible for supporting the management of daily operational and oversight activity, whilst also having interactions with customers, third party administrators and financial advisors (tied) daily. Additionally, your work will be channelled through emails, Teams, phone calls and workflow system.

Your Impact

Here’s how you’ll make a difference:

• Support the delivery of day-to-day WUTM oversight activities, ensuring processes, controls and regulatory requirements are met.
• Act as a key contact and provide technical product support for WFS, SS&C, HSBC, State Street (and any other delegates), as well as tied‑advisers (WFS) and other internal stakeholders, resolving queries and escalating issues where appropriate.
• Complete operational oversight, including monitoring service delivery, incidents, breaches, risks and customer outcomes.
• Produce and maintain customer and adviser communications, operational records and management information.
• Produce and analyse data to exceptional standard to support completion of WUTM performance reporting, including KPIs, breach, complaint, sales and other performance relating data.
• Analyse and validate data to ensure accuracy, identify trends and support regulatory and Consumer Duty requirements.
• Support quality assurance reviews, audits and regulatory assessments through data preparation and evidence gathering.
• Maintain process notes, procedures and controls documentation, supporting continuous improvement initiatives.
• Log and track feedback, incidents, breaches and actions, ensuring appropriate escalation and resolution.
• Manage administrative activities, including inbox management, third‑party system updates and payment processing.
• Build effective working relationships with suppliers, advisers and internal stakeholders to support positive customer outcomes and service delivery.
• Attend, and take actions/minutes as required, monthly service reviews, WUTM Oversight and Governance meeting, Customer Outcomes Working Group, CASS Oversight Group and any other WUTM‑specific meetings as required.

What You’ll Bring

• Excellent communication skills (verbal and written) with the ability to communicate clearly and concisely.
• Strong numerical and problem‑solving skills for conducting and verifying complex calculations with excellent attention to detail.
• Ability to work on own initiative but able to collaborate with others when required with a positive attitude towards change.
• Assertive and confident in contributing and challenging within meetings and discussions where required. Takes ownership of work/accountability.
• Well organised and pro‑active with the ability to prioritise work well when working to tight deadlines and managing expectations.
• Experience of working with quality assurance methods and tools including root cause analysis, and process assessments.
• Proficient in Microsoft software, ideally with the ability to analyse data and produce reports to a high standard within Excel.
• Be able to demonstrate a working knowledge of financial products in particular investment products.
• Experience working within a Financial Services operation, with a strong understanding of FCA Consumer Duty, financial regulations and compliance standards.
• Holds a certificate in Regulated Financial Services Operations or is committed to achieving one within 24 months of starting the role.

Benefits That Work for You

We believe rewards should reflect the life you live. Here’s what you can expect:

• Annual bonus to recognise your contribution.
• 28 days holiday (plus a culture day!) – rising to 30 days with service.
• Flexible hybrid working for better work‑life balance.
• Company pension scheme – matched plus 2% (up to 10%).
• Free secure underground Birmingham city centre parking (subject to availability, weekend use included).
• Salary sacrifice schemes that help you provide the things that matter – to include PMI, Electric Vehicle Leasing and cashback on everyday essentials.
• Enhanced family leave and two volunteering days to give back to causes you care about.

Why Wesleyan?

We’re building a culture where everyone belongs. Diversity isn’t just a policy—it’s part of who we are. Whatever your background, we want you to feel valued and empowered to thrive. We’re proud supporters of the ABI Making Flexible Work campaign, which means we’re open to discussing flexible working, job shares, and part‑time options.

If you need reasonable adjustments during the recruitment process, just let us know—we’re here to support you.

What to Know Before Applying

• Right to Work: We’re unable to provide VISA sponsorship, so you’ll need the legal right to live and work in the UK.
• Advert Closing: We typically advertise for two weeks but may close early if we receive a high volume of applications—apply early to avoid disappointment.