Team Manager at Nucleus Financial
Join Nucleus Financial as a Team Manager. Oversee a team that may include client relations managers and support staff, coaching them to deliver exceptional client service and encouraging their development and progression.
Responsibilities
* Support and coach a team of client relations managers and support staff to provide brilliant client service.
* Ensure the service delivered meets exceptional standards and continuously improve processes.
* Monitor delivery of service standards, drive quality, investigate changes and implement improvements.
* Encourage the development and progression of the team.
Knowledge
* Possesses core platform and industry knowledge.
* Understanding of joiners, movers and leavers process.
* Detailed understanding of the platform, wrappers and our proposition.
* Understands and adheres to all regulatory and company specific policy.
* Management, prioritisation and allocation of work in a fast‑paced environment.
* In‑depth risk awareness, identification and impact on other areas of the business.
* In‑depth understanding of control frameworks ensuring implemented controls remain relevant and are enhanced where required.
* Understanding of departmental budgets and how the team fits within overall client solutions area.
* Understanding of resource management model for effective resource planning.
* Understanding of Power BI data and cubes to aid decision making.
* In‑depth knowledge of platform and day‑to‑day operational processes affecting customers and advisers.
* Familiar with adviser practice management and the wider industry.
* Good understanding of front‑line customer service.
* Knows expected quality levels and how to manage them within the team.
Skills
* Applies core skills relevant to the role in line with the enabler community group.
* Drives change while managing expectations.
* Handles complex remediation, complaint management and query handling.
* Provides in‑depth root cause analysis and recommendations.
* Manages budgets within teams reducing losses and overtime costs through effective team management and process improvements.
* Identifies key metrics, compiles MI and presents to senior stakeholders.
* Understands processes at a high level and challenges steps to reduce non‑value‑add activity.
* Constructively challenges colleagues across the operation to ensure best practice.
* Stakeholder management and effective communication across all levels.
* Proactively develops strong relationships across the organization.
* Mentoring and people development.
* Conflict resolution and management.
* Provides feedback and guidance where appropriate, incorporating change and business needs.
* Identifies trends and learning gaps within the team.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Customer Service
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Location: Edinburgh, Scotland, United Kingdom
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