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Nelson Scott LLP
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Harrogate, North Yorkshire
Client Services Manager
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Job Type: Full-time |
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Salary: £30,000 per annum |
Overview
The primary purpose of the role is to support and oversee a number of client related systems, processes and team members, ensuring an end to end delivery of outstanding support service to clients within a Region. The role is office based and will provide services to identified Financial Planners who are within the office locality but may work remotely. Management Motivate and Manage the administrative functions of the team on a day to day basis, ensuring a high quality and efficient service is portrayed at all times in line with the Groups SLA's. Ensure staff are appropriately trained, deployed, counselled and motivated so that their individual and collective performance meets the current and future needs of the business, actively coaching and developing all direct reports. Monitor and Control the allocation of work for the team. Works closely with the Territory Operation Director (serving as a link between them and the individual Hub Office to implement new plans/ideas that will enhance the profitability of the company at large Communicate and be the first point of contact with all Administration Staff for all matters relating to the operational steady-state Monitor and Implement regional processes, policies, and practices to achieve the company’s goals Line management and personal development of Regional Administration teams encompassing sickness, absence and formal performance management Analyse MI and implement action plans, as agreed with Operations Director, to ensure high quality, accurate and timely management information. Implement all management strategies in the role holders span of control including the recruitment of staff, and staff performance. First point of contact when issues arise due to inconsistencies from Administration. Risk Management Attends formal governance meetings and routines in line with policy that includes: Risk Register, Data Management, Health and Safety and Business Continuity Review and implement outcomes from risk and compliance reports in accordance with the Risk and Compliance framework as directed. Client Redress and Complaints data. Review action plan/change process as agreed with and implement within the team to strive for continual process and Client Experience improvement Operations Drive operational performance to deliver expected levels of: o client experience o staff engagement o partner satisfaction o commercial returns for the Hub Ensure the team is equipped to deliver all Client facing processes, contributing ideas to improving working practices. Implement local-level initiatives, as agreed with to ensure data accuracy and cleanliness Responsible for the implementation of focus areas, highlighted for action, to ensure standards set-out in the Regional MI Packs are acted upon. Ensure Regional support staff are fully versed and adhere to company procedures and guidelines Supports the successful integration of new firms prior to, during and following activation. In particular, ensures that the newly acquired firms are fully versed in processes and procedures with minimal disruption to the incoming and incumbent firm Participate in the Identification of patterns and problematic areas, within the HUB. Review and implement the solutions, as agreed with the to increase efficiency Guide and develop the HUB teams to ensure operational excellence through learning and development plans that are created and managed Person Specification. NVQ level 3 / Diploma in business management or other relevant qualification. Knowledge of the UK regulatory system, particularly those aspects relevant to Financial Services Good knowledge of platforms and products from a technical as well as regulatory perspective 3 years financial services administration experience Proven experience of developing and managing a highly productive team Excellent interpersonal and organisational skills Ability to engage and create ownership Confidently use industry back office systems to analyse and report on data High degree of professional ethics and integrity Proficient user of Microsoft Word and Excel packages essential. Ability to handle situations of conflict Resilience, ability to withstand pressure, meet tight deadlines and work