Team Manager

Job Description

Equiniti is a leading UK Business Process Outsourcer. We excel where administration complexity, payments processing or market regulation mean assured delivery is critical to our clients, to their employees and to their customers. We are share registrar to51% of the FTSE 100, process £72 billion in payments every year, handle 88 million documents and 2.6 million enquiries, and pay 20% of pensioners in the UK. Our services benefit 30 million people in the UK and 180 countries around the world.As a leading provider of complex administration and payments solutions we have a track record of enabling our clients to improve the effectiveness and performance of their businesses through the critical thinking, expertise, technology, complex administrationand payment services we provide.This role is within pension operations and based in Crawley.This is a great opportunity for a proactive, people manager to deliver to an exciting client . This is an ideal role for someone to demonstrate their ability to provide exemplary customer service and use their proven abilities to manage their team to success.Business Function:Equiniti helps some of the UKs best known brands and public sector organisations manage complex and regulated administration covering pensions, payroll and payments. Our activities are often mission-critical to our clients but not core to their organisations.By taking care of these services, we free them to focus on what matters most. Our solutions are delivered at scale, supporting eight million pension scheme members and paying three million people over £21bn a year. Paymaster works with some of the largestpension schemes in the UK, including the National Health Service scheme with more than 2.6 million members and the Armed Forces Veterans, which we have continuously served since 1836.Core Duties/ResponsibilitiesThe successful candidate will be responsible for the following:

• Achievement of service provision to agreed standards
• Accuracy of output/service from team members ensuring compliance and group standards are adhered to
• Cost and resource management and seeking opportunities to maximise revenue
• Highlighting trends in operating performance
• Ensuring adherence to the Quality Assurance Framework
• Service improvement and efficiency identification
• Client liaison and satisfaction
• Employee satisfaction
• Training needs analysis
• Guidance, coaching and motivation of team members
• Performance measurement and management
• Address performance issues quickly, candidly and constructively
• Responding to customer correspondence when required (e.g. complaints)

Skills, Knowledge & ExperiencThe successful candidate will demonstrate the following experience, skills and behaviours:

• Excellent problem-solving, communication and interpersonal skills
• Good people management and interpersonal skills
• Coaching, training and motivation
• Performance management
• Good written and communication skills
• Organisational, planning and prioritising work
• Improving standards and developing new procedures
• Microsoft PC packages
• Strong retirement annuity market knowledge/ paraplanning experience