Team Leader

We are delighted to represent this firm of Chartered Financial Planners who have an excellent reputation of investing and developing in its team. When not delivering first class advice to its personal and corporate clients, the company is busy giving back to its local community. They are proud to be supporting a number of charitable trusts and foundations. They are looking for a passionate Team Leader to line manage the Senior Administration team in a way that supports delivery of service excellence at all times. To work with the Client Service Manager to ensure a first-class client 
experience and seamless team working. This is a great opportunity for someone to put their stamp on the role.

This is a full time position with hybrid working. You must have the ability to travel to the office as required by team and project requirements. 

Key Responsibilities:

Team Management

• Lead and manage the Senior Administration team with a focus on excellent client service delivery at all times.
• Lead, manage, coach, and develop direct reports so that they know what is expected and are able to maximise their contribution to the business objectives and realise their potential.
• Develop measurable benchmarks for your team that supports delivery of service excellence and operational efficiency at all times.
• Ensuring an even distribution of workload and aid personal learning.
• Review and appraise team and individual performance through 1:1 meetings and regular reviews and identify training needs through the EPA process.
• Manage leave throughout the team ensuring sufficient levels are in place to maintain required levels of service, for example holiday requests.
• Arrange and facilitate regular catch ups and planning meetings with the Client Service Manager ensuring they are fully up to speed with team and individual activity. Arrange and facilitate regular update meetings with the Senior Administration team.
• Take responsibility for ensuring that each process meets business requirements and delivers the smartest and most efficient way of working.
• Prepare and present regular MI reports to demonstrate SLA achievement.
• Work with HR team to manage the recruitment and selection process and any other employee relations processes.
• Ensure that all new team members are fully inducted into the business. Taking the time to ensure they have completed a training plan and demonstrated our Company behaviours before passing probation.
• Ensure that all members of your team demonstrate the Company values and behaviours and take a proactive approach in dealing with any issues as they arise.

Client Service Delivery and Continuous Improvement

• Take a proactive approach to continuous improvement within your team, with a focus on ensuring the client is receiving the highest quality and most efficient service.
• Utilise the best methods to determine productivity within your team and assess resourcing requirements, ensuring that the skills and experiences in your team are distributed in the most effective way.
• Develop and implement efficient workstreams and Service Level Agreements (SLAs) that supports excellent client service delivery.
• Ensure that all Team tasks are completed within agreed service standards and every effort is made to exceed these wherever possible.
• Identify and implement systems and tools in support of delivering the smartest and most efficient way of working.
• Manage team workflow and produce regular management information (MI) reporting.
• Work closely with Client Service Managers to identify, analyse, and improve core processes and workflows.
• Understand the client journey and all client touch points through mapping techniques and make improvements that deliver an excellent client experience.
• Work with the Client Service Managers to take responsibility for ensuring that each process meets business requirements and delivers the smartest and most efficient way of working.
• Ensure best practice is shared and consistency achieved in operational processes and customer service irrespective of geographical location.

Change Management

• Take a lead in the delivery of change management throughout your team, providing coaching and support and identifying and sourcing training where needed.
• Work with the Client Service Manager to design and deliver changes to processes with a focus on delivery of excellent client service through an efficient way of working.
• Take a proactive approach to change management and ensuring that all changes are communicated in a positive and consistent way to all members of your team.

Project and Team Working

• Proactively communicate and manage expectations with the Client Service Manager, Financial Planners and Wealth Client Executives against client service delivery.
• Responsible for ensuring positive and constructive communication through the team and with other stakeholders across the business and role model the Company values and behaviours.
• Consider the impact of decisions on the wider Operations Team and proactively provide support where developments have wider impacts.
• Undertake projects relating to the role or Operations Team, as necessary.

Compliance

• Work closely with Group Compliance to ensure FCA guidance is followed, and outcomes are fully compliant with FCA regulations.
• Ensure all change is managed within an appropriate risk management framework (including
• financial and operational risk) and in accordance with Group levels of authorisation for process changes.
• Ensure all company procedures and guidelines are adhered to.
• Maintain detailed record of all CPD activity.

About you:

• Previous experience of supervising or managing others
• Previous experience of working in similar role within financial services.
• Experience of delivering excellent client service within agreed SLAs
• Experience of reviewing processes, with a focus on improving efficiency and delivery
• Professional with proven strong client focus approach to work and building / maintaining client relationships.
• Experience of end-to-end lifecycle of a client journey.
• Experience of delivering accurate and relevant information in an appropriate and timely manner.
• Experience of using Intelliflo back-office software (desirable)

Skills & Qualifications:

• Working towards the Level 4 Diploma or equivalent
• Good working knowledge of Microsoft office systems
• Excellent communication skills, both written and verbal, with the confidence to engage with internal colleagues and external clients
• Strong attention to detail and commitment to provide excellent ongoing service
• Superior planning and organisational skills
• Ability to work unsupervised while managing own workflow and workflow of the team
• Excellent and professional telephone manner