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WBR Group is a leading provider of Small Self-Administered Scheme (SSAS) administration, actuarial, law and tax advisory services. With a focus on delivering excellent outcomes for business owners, SMEs, entrepreneurs, and families, WBR Group offers personalised and proactive administration services for their clients.
Role Summary
Leading and managing a team of Banking & Payroll Client Associates, monitoring delivery, resources and quality of client and intermediary service. Responsible for the motivation, training and development of the team, and oversight of all work items from receipt to completion to ensure service remains within SLA’s and to a high standard. Daily operational responsibility to manage and support the team so that business, departmental and individual objectives are achieved whilst also ensuring company policies, governance and legislation needs are met. There will also be a requirement to work closely with the Head of Group Support Services in order to provide solutions to business requirements.
Key Accountabilities
* Direct, manage, train and support the Banking & Payroll Team to deliver high quality performance, in line with business and departmental aims.
* Draft and implement objectives and behaviour expectations.
* Ownership of recruitment, as required by the business.
* Lead, motivate and empower team members promoting the culture, conduct and behaviours required to support good customer outcomes, setting an example to the teams at all times – role model the PEER values.
* Develop the team working ethos and morale within the unit, always ensuring the team are engaged and working as a whole to deliver excellent customer service to clients and third parties at all times.
* Collaborate with peers regarding work management, maintaining a flexible approach to achieve a positive outcome for the business.
* Monitor and manage team work flow and resource allocation ensuring team workload is processed in accordance with SLAs, internal and external deadlines and to quality standards.
* Ensure that all work received within the team is recorded accurately in the OMNI Worklog using the appropriate task types, with appropriate notes made to reflect the status of work undertaken. Ensure that the Worklog/Workflow tool is kept up to date on a daily basis by all Team Members.
* Responsible for ensuring all activity across the team, including future dated work, is scheduled in the workflow diary system accordingly.
* Ensure that VC and OMNI records are up to date and accurate and that use of functionality within the appropriate systems are maximised as far as possible.
* Take personal responsibility for own and team's adherence to systems and controls in place for the business, ensuring data integrity is maintained and improved at all times.
* Monitor debt, ensuring the relevant actions are being taken to recover debt owed, and ensuring all ad-hoc fee requests are raised where necessary.
* Identifying areas for improvement and assisting with training and development of individuals to fill performance and skill gaps.
* Seek support and guidance from Head of Group Support Services to manage absence, disciplinary matters, conflict resolution and team issues promptly, impartially, fairly and effectively in line with Company policies, procedures and culture.
* Conduct regular team meetings and direct reports 1-2-1’s and reviews as appropriate in a professional and effective manner in line with the performance management policy and training & competence scheme.
* Manage, conduct and document probationary, mid-year and annual reviews within business area in accordance with Company policies and timeframes and documenting accordingly.
* Responsible for performance management including identifying, and addressing where appropriate, performance gaps and development opportunities.
* Ensure that own and team members’ working practices comply with compliance and legislative requirements.
* Manage change whilst maintaining a positive attitude.
* Display a professional, motivated and pro-active approach to all workplace activities.
* Awareness of and adherence to Company/Departmental and product specific procedures and policies, working by example in line with Company values to minimise business risk.
* Assist with production of daily, weekly, and monthly management information, including workflow statistics. The ability to analyse trends and items outside of service standards and ability to assimilate information and identify trends and areas of improvement required and action accordingly.
* Contribute to projects when requested and deliver within set timescales.
* Identify any areas of key importance and/or risk and immediately report such matters to the Head of Group Risk.
* Highlight any procedures and processes, changes and if requested write, maintain, review and implement with current guidelines and corporate decisions, in agreement with Head of Group Support Services.
* Dealing with complex cases and complaints within set timescales and responsible for drafting final responses and resolutions to a high standard.
* Comply with the Health & Safety Guidelines as set out in the Health & Safety Management System document.
* Demonstrate behaviours in line with our Company Values ‘PEER'.
* Ensure compliance with our Company policies, procedures and guidelines.
* The role may be subject to credit & DBS checks.
Skills & Experience Required
* Proactive, enthusiastic, and driven approach to all elements of the role.
* Previous payroll experience.
* Ability to manage and oversee a team’s workload.
* Ability to remain calm under pressure, whilst meeting quality standards and tight deadlines.
* Proven track record of consistently achieving set targets.
* Ability to build strong working relationships with team members as well as internal and external stakeholders and colleagues.
* Ability to be organised and flexible to reflect the changing demands of the role.
* Ability to set targets and monitor performance, making adjustments accordingly.
* Excellent written and oral communication
* Set high standards for quality and quantity and work in a systematic, methodical and orderly way.
* Used to fast paced, regulated environments.
This role is on a hybrid basis at any of our office locations - Bolton, Bristol, Leicester, London and Salisbury.
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