Transfer and Complex Manager

Job Description

In your role as Team Leader, you will be supporting our operational platform team and Regional Sales Managers in partnering the IFA and professional intermediary market, resolving their queries and building their Platform and Technical knowledge.You will support the wider platform team to achieve individual, regional and national business production targets and KPIs, while ensuring adherence to regulatory requirements and governance standards.In your role as a Team Leader you will provide a support service to Financial Advisers, clients and business partners, delivering an industry leading level of customer service, continuously identifying innovative solutions to improve operational efficiencyand customer experience.You will support your Team Manager in the daily work allocation for the team, preparation of MI, Complaints and high touch case case management, leading a small number of individuals administering one of our back office processes.Candidates should display strong leadership and confident communication skills as well as good technical knowledge of SIPP/ISA/GIACandidates should be engaged with their Continued Professional Development and understand the need to keep up to date with regulation and Tax Year End driven changes. Candidates will be required to undertake and complete the IOC (Investment Operations Certificate)via CISI, in line with our Training and Competency framework.Successful candidates should have strong attention to detail and the desire to take end to end ownership of customer requests, with focus on getting things right first time. Strong team working skills along with good written and verbal communication skillsare fundamental to the role.You will also provide support to our Client Contact team supporting less experienced call handlers understand/progress client requests.What your day will look like* Identify and manage opportunities to train colleagues and improve the use of the platform and understanding of processes* Collaborate with colleagues across the wider business to identify and resolve any challenges which would stop us meeting customer expectations* Become an SME for processes for which you directly work on, and ensure a sound understanding of other processes* Contribute to achievement of measurable service standards within the team* Act as a technical consultant and trainer to internal and external partners* Ensure all customer requests completed in line with company policy, procedures and regulatory and legislative guidelines* Understand the key risks and controls within your team and the ways in which these are managed* Escalate appropriately any identified risks, whilst taking ownership of resolution and preventative actions* Communicate and impart technical knowledge, including awareness of HMRC and legislative practices and changes relating to all business products* Undertake all mandatory training* Act as a role model to others - adopt a professional and positive approach at all times* Develop strong working relationships across the wider business to deliver a cohesive and professional customer service* Collaborate with colleagues to achieve business goals* Demonstrate a flexible approach to workTake personal accountability for personal development and proactively seek opportunities to develop, learn and assist colleagues in their development.Apply working knowledge of CASS, ensuring issues are escalated and identified CASS procedures are followed to reduce risk of breachesWork closely with, and be flexible within, your team to ensure key daily tasks are completedWhat will make you successful in roleCandidate Requirements* Customer service/administration experience within Financial Services* Experience working on SIPP/ISA/GIA* Excellent verbal and numeracy skills and ability to communicate in a confident, professional and sincere manner* Ability to lead meetings and individuals* Ability to review and improve processes* Ability to delegate* Working knowledge of Microsoft Office, including Word and Excel* Excellent organisational skills, ability to multi-task and organise others* Ability to work under pressure and to deadlines* Ability to filter information and assess priorities* Actively engaged in Continued Professional Development* A "can-do" attitude and a high degree of flexibility* Wrap platform experience desirable* Knowledge of CASS client money rules desirable* What makes you stand outFurther professional qualifications, such as R01, FA2, IOC are desirable but not essential.Whats in it for youWere committed to ensuring we offer our people a great place to work, with competitive salary, contributory pension plan, life assurance and flexible benefit scheme to allow you to select benefits that are most appropriate for your lifestyle and personal circumstances.Competitive annual salary25 days annual leave plus bank holidaysBirthday leaveEnhanced Family Leave Policy - 6 months full pay followed by 6 months at 25% pay for both maternity and adoption leave, and 4 weeks full pay for paternity leaveContributory pension scheme, 5% employer contributionsLife Assurance x4Annual company and performance-based bonusOpportunity to buy or sell leaveStudy supportSearch is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.