Job Description
Brook Street Recruitment is working on behalf of our Financial Services client who are currently seeking an experienced and highly organised Financial Services - Workflow Team Leader to oversee and coordinate operational workflows across the company administration, para-planning, and adviser support functions.This is a key leadership role responsible for ensuring the smooth day-to-day management of client work, maintaining operational efficiency, and supporting excellent service delivery within a regulated financial services environment.The successful candidate will act as the central coordination point for workflow management, task prioritisation, process improvement, and team support - helping ensure client outcomes, service standards, and regulatory obligations are consistently met.
Key ResponsibilitiesWorkflow & Operational Management
* Manage and oversee the allocation of work across administration, para-planning, and adviser support teams.
* Monitor workflow queues and task pipelines within back-office/CRM systems such as Intelliflo, X-Plan, Adviser Office, Salesforce, or similar platforms.
* Ensure tasks are prioritised effectively and completed within agreed service standards and deadlines.
* Identify workflow bottlenecks and proactively re-balance workloads where required.
* Track overdue or high-risk tasks, escalating issues appropriately to management.
Team Leadership & Support
* Provide day-to-day leadership, guidance, and support to operational and workflow teams.
* Assist team members with queries, process interpretation, and problem-solving.
* Support on boarding and training of new staff on workflow procedures and systems.
* Conduct regular team check-ins and contribute to performance reviews and development discussions.
* Promote a collaborative, proactive, and solutions-focused working culture.
Process Improvement & Compliance
* Maintain and continuously improve workflow processes and standard operating procedures.
* Work closely with management and compliance teams to ensure processes align with FCA regulations, Consumer Duty requirements, and internal standards.
* Identify recurring operational issues and recommend process or system enhancements.
* Carry out regular workflow audits to ensure consistency, quality, and efficiency.
Reporting & Management Information
* Produce and analyse workflow MI reporting, including:
o Task volumes
o SLA performance
o Team productivity
o Backlog and capacity analysis
* Present workflow insights and operational updates to senior management.
* Support resource planning and capacity forecasting across teams.
Stakeholder Communication
* Act as the key point of contact for workflow-related queries across administration, para-planning, advisers, and management teams.
* Communicate workload pressures, progress updates, and delays clearly and professionally.
* Support the delivery of excellent client service through efficient and accurate completion of client tasks.
* Help advisers and para-planners understand workflow expectations and delivery timelines.
Skills, Experience & QualificationsEssential
* Previous experience within financial services, wealth management, IFA practices, or similar regulated environments.
* Strong understanding of operational and administrative processes within advice firms.
* Experience using CRM/back-office systems such as Intelliflo, X-Plan, Curo, Adviser Office, or equivalent.
* Excellent organisational and workload management skills.
* Strong communication and stakeholder management abilities.
* Ability to manage multiple priorities in a fast-paced environment.
* High attention to detail and commitment to accuracy.
Desirable
* Previous supervisory or team leadership experience.
* Knowledge of FCA regulations, including Consumer Duty, PROD, and suitability requirements.
* Understanding of adviser support, para-planning, and client servicing workflows.
* Experience with process improvement methodologies such as Lean, Six Sigma, or Kaizen.
* Intermediate Excel and MI reporting skills.
Personal Attributes
* Proactive and solution-oriented approach.
* Calm and resilient under pressure.
* Strong decision-making and organisational skills.
* Excellent interpersonal and leadership capabilities.
* Continuous improvement mindset.
* Reliable, structured, and highly organised.
Please send CV to Colleen Farquharson via the apply link
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
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