Client services - team manager

Job Description

Client Services - Team Manager

London/Hybrid

salary circa £65,000 - £75,000

Sterling Williams are working alongside a great investment Management company who are seeking a Client Services team Manager

PURPOSE:

This role within Operations is responsible for leading the SIPP Service Team, reporting into the Head of Pensions & Operational Control. This will specifically focus on the operational running of the SIPP contact and administration processes carried out internally and our outsourced SIPP administration partner.

This role is expected to build positive and lasting relationships between the departments, its clients and our outsourced administration partner. It will also provide leadership to achieve all stated objectives,

aims and targets and ensure the strategy, vision and culture is aligned to the business’s goals.

RESPONSIBILITIES:

SIPP Contact

·Ensuring calls are answered in a timely manner and measured against agreed service levels

·Ensuring written correspondence is responded to within a timely manner and measured against agreed service levels

·Ensuring the team is able to answer or know where to source the answer for queries

·Regular reviews of client contact (phone and written) to ensure team are providing good client outcomes

·Ensuring all security measures are adhered to

·Ensuring correspondence is sent out to clients in an accurate and timely manner

SIPP Administration

·Ensuring all client account opening is completed in a timely manner and complies with HMRC guidelines

·Ensuring all client maintenance is completed in a timely manner in systems

·Ensuring the process of contribution payments into the SIPP and Direct Debits set up where required in a timely manner

·Ensuring payroll is processed in an accurate and timely manner

·Ensuring AML checks for new and existing clients - including KYC and bank account checks are carried out

·Liaise closely with front office and Transitions teams to ensure an efficient opening and transfer process

·Managing the Money In and Money Out bank accounts to ensure funds are allocated in a timely manner

·Ensure compliance with industry regulation - specifically MiFID II and AEOI legislation

Management

·Daily management of SIPP Service Team - 10 direct reports

·Carrying out staff reviews and training requirements

·Ensuring team are engaged in projects with regular updates and team meetings

·Escalation point for the SIPP Service Team providing support when required

·Compile daily / weekly / monthly MI to help manage volumes within the teams

·Attend regular meetings with third party administrator to ensure service levels are being adhered to

·Reviewing and producing MI on complaints and errors to establish any trends and reduce future occurrences

Other

·Leading SIPP process improvements and change to ensure operational efficiencies

·Build good and lasting relationships with clients (internal and external) and understand their motivations

·Act promptly and professionally to resolve client (internal and external) and colleague enquiries or concerns

·Adhere to procedures and policies ensuring they are reviewed and signed off on an annual basis

·Treat clients (internal and external) and colleagues fairly and adhere to the mission and tenets

·Other responsibilities as reasonably required by line manager

SKILLS:

·Accuracy and attention to detail

·Ability to effectively manage a team

·Excellent telephone manner including the ability to actively listen to, troubleshoot and resolve customer queries, being a point of escalation

·Process analysis and design

·Organisation of own workload to meet deadlines

·Good communication skills, both oral and written

·Ability to see things through to their logical conclusion

·Ability & willingness to identify and suggest improvements in processes / service levels

·Able to take ownership of tasks and see them through to completion as well as use own initiative to come up with solutions

KNOWLEDGE:

·Knowledge of the UK Platform market

·Proven experience in SIPP administration

·Experience in managing a contact function

·Experience within a wealth management or asset management environment is desirable

·Strong knowledge of client account records, including AML client ID guidelines

·Understanding and knowledge of MiFID II requirements and internal policies

·Knowledge of Pershing systems is an advantage

·

QUALIFICATIONS:

·Candidate must hold 5 GCSE’s or above including C grade in Maths & English

·Relevant Financial Services qualifications are useful but not essential

OTHER RELEVANT INFORMATION:

·This role works closely with others within the operations team and business, sharing the workload and responsibility so a ‘team’ attitude is needed - helping others when required

·Flexible attitude to duties as training will be given in all aspects of the operations roles and the successful candidate will probably have to provide holiday cover

·Flexible attitude to working hours - sometimes the workload will demand additional commitment outside the contractual hours