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Client Services Team Manager

Page Personnel Finance
Job LocationLondon
EducationNot Mentioned
Salary45,000 - 50,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

The Client Services Team is an independent team within the Risk and Compliance department responsible for complaint handling, reporting, and dealing with the Financial Ombudsman Service. The team requires a Team Manager to manage the day-to-day operationof the complaints team, in addition to internal reporting, identifying, and escalating root cause and influencing across the business.Client DetailsOne of the UKs leading independent providers of discretionary wealth management. We offer award-winning personalised wealth management services that meet the varied needs of over 100,000 account holders, including individuals, charities, and pension funds.DescriptionResponsibilities Include:

  1. Manage the day-to-day activities of the Client Services Team
  2. Ensure regulatory deadlines are monitored and met on a consistent basis, complete corrective action where a breach has occurred
  3. Provide a centre of excellence for complaints handling matters to guide and advise the business and drive continuous improvement within the Client Services Team.
  4. Attend and actively participate in any BD committees or management meetings
  5. Escalate and report any concerns identified to the Head of Client Services and/or appropriate Committee within the Group, together with plans/mitigating activities and recommendations
  6. Manage the responses to, and analysis of, complaints handling to identify any emerging trends and root cause analysis and where necessary to escalate the findings to Senior Management.
  7. Work closely with Business Heads to ensure complaints issues are flagged and acted upon.
  8. Promote a continuous improvement methodology to ensure complaints handling remains accurate, up to date and relevant.
  9. Provide regular reports on the complaints handling activity and any issues which have been identified during day-to-day activities.
  10. Maintain knowledge on Complaints handling matters, company policies and procedures as appropriate.
  11. Ensure team policies and procedures are kept up to date and consistent with Group policies
  12. Effective induction and full integration of new members of staff ensuring consistency, embedded understanding of business, role, culture and expectations.
  13. Act as the principal liaison with the Financial Ombudsman Service
  14. Ensure clear objectives, ownership, and expectation management with all members of the team
  15. Oversee the delivery of day-to-day activities and objectives of all members of the team including training and competence requirements and providing cover for any of the team roles and responsibilities where necessary
ProfileGood standard of education in GCSEs or equivalent (must include passes in Maths and English)Higher level qualifications such as A Levels or Degree (or equivalents) are desirableProgress towards CISI or ICA qualificationsRelevant industry experience in Complaints handling or related fieldExperience of managing others in a regulatory role in financial services demonstrating proven and adaptable leadership experienceGood understanding of Financial Conduct Authority complaints management regulations and the Financial Ombudsman processAwareness of regulations relating to Jersey and Ireland Ombudsman schemesUnderstands the external market and keeps up to date with industry trends, and ensures knowledge is used in their workUnderstands the firms strategic priorities and Risk & Compliance top annual prioritiesTax wrapping experienceJob OfferSalary - 45-55KLocation - LondonFull benefits package

Keyskills :
Back OfficeClient ServicesFinanceFinancial ServicesInvestmentsOperationsTeam ManagerLondonClient Services Manager

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