Implementation Analyst

Who We Are

At Iress, we believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day. Iress is one of Australia’s largest technology companies and employs more than 2,300 people across Australia, United Kingdom, Africa, Canada, France, New Zealand and Asia.

Role Purpose

An Implementation Analyst in the Managed Services department is a telephone based analyst, who is accountable for implementing and transitioning customers from existing applications to the suite of products offered by Iress Wealth Management within the agreed timescales, scope and quality standards.

The customers that the Managed Services’ team service, are mainly from the small to medium sector of the financial planning market and includes Investment, Risk and Wealth Managers.

As an Implementation Analyst you will be accountable to successfully deploy the client’s chosen proposition and is expected to be able to operate within a team, satisfying multiple stakeholder’s needs and work to the direction of the Implementation Analyst Team Lead, the client Account Manager and other stakeholders.

Accountabilities & Deliverables

• Responsible for implementation of the full suite of Iress Wealth Management products
• Gain a thorough knowledge of the client’s business, their requirements and expectations of the software
• Assist clients to ensure full utilisation and maximum value of Iress products, providing access to training and support to transition clients
• Comprehensively understand software, system architecture and methods of delivery that are regularly updated
• Ensure that customers are satisfied with the company’s products and services and well supported through phone contact
• Obtains customer feedback and continually works to improve products and services
• Set priorities and meet deadlines as well as maintaining progress on multiple projects
• Recognise and meet continually shifting priorities
• Work closely together as a team, supporting each other on key client accounts
• Liaise with the Implementation Analyst Team Lead, Data Migration and Account Manager to ensure a successful proposition is implemented for the customer
• Provide timely and succinct responses to client queries, resolving customer requests, complaints and problems
• Assumes responsibility for maintaining effective working relations, communications and co-ordination with company personnel and management
• Keeps management informed of area activities, changes in competitive conditions and significant problems

Core Skills, Knowledge and Attributes

• Experience in Financial Services and/or software implementation
• Competent understanding of UK Financial Services framework and Financial Planning knowledge
• Ability to problem solve and drive the customer implementation forward through appropriate solutions while demonstrating good conflict resolution skills
• Good softer skills which show an acceptable organisational maturity, determination, high integrity, ability to empathise and a cool head under pressure
• Good time management skills including the ability to organise, structure and prioritise activities within the team and on the client side
• Knowledge of Product based IT solutions alongside experience of data migration projects
• Knowledge of competitors and their product propositions and service offerings
• Ability to work autonomously, yet still form part of a team with a willingness to share ideas and knowledge
• Strong telephone skills, with the ability to persuade, negotiate and influence over the phone
• Customer focused and strong relationship management skills with the ability to develop effective working relationships with internal and external clients
• Strong time management skills with the ability to prioritise tasks
• Strong written and verbal communications

Why work with us?

• Competitive base salary
• 25 days annual leave plus bank holidays
• 6 paid days per year to extend your weekends
• Global opportunities
• State-of-the-art offices
• Free on-site gym in our Cheltenham office open 24/7
• Casual dress, flexible work policy
• Access to various learning and development programs
• 3 days’ leave per year for charity initiatives
• Global 36-hour hackathon
• Up to 26 weeks’ paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work