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Senior Manager - Financial Advice Ongoing Service page is loaded
Senior Manager - Financial Advice Ongoing Service
Apply locations Skipton, England time type Full time posted on Posted 3 Days Ago job requisition id JR3095
Hours:
35 hours, Monday to Friday, flexible and hybrid working can be considered
Closing Date:
Fri, 30 May 2025
We’re looking for an inspiring senior manager to lead the development and delivery of the financial advice ongoing service – someone who can drive excellence, champion innovation, and ensure our ongoing advice proposition continues to meet the evolving needs of our customers.
In this pivotal role, you’ll lead a talented team responsible for maintaining and enhancing the ongoing service we provide to advised customers. You'll play a key part in optimising customer engagement, and ensuring we stay ahead of industry trends and regulatory expectations. With a strong customer focus and a deep understanding of the financial advice landscape, you’ll help ensure our service remains accessible, valuable, and future-ready.
You’ll become part of our FA Proposition Team, a group of 13 dedicated experts with deep knowledge in their field. From evaluating the broader technical aspects of our financial advice proposition, to managing key risks and delivering Skipton’s ongoing service offerings, the team plays a vital role in shaping our financial advice strategy. Our primary goal is to help our customers make their money work harder by maintaining and continually enhancing a financial advice proposition that is both accessible and focused on delivering positive outcomes. Collaborating closely with all areas of the business, we ensure our proposition consistently provides value to our customers.
The role of Senior Manager – Financial Advice Ongoing Service is a permanent opportunity working 35 hours per week.
The role will be based at our Head Office in Skipton, however as Skipton values work/life balance this role can accommodate hybrid working. Our newly refurbished Head Office offers a vibrant and collaborative working space.
Who Are We?
Not just another building society. Not just another job.
We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.
Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.
What’s In It For You?
Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.
We have a range of other benefits available to you including;
* Annual discretionary bonus scheme
* 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
* Holiday trading scheme allowing the ability to buy and sell additional annual leave days
* Matching employer pension contribution (up to 10% per annum)
* Colleague mortgage (conditions apply)
* Salary sacrifice scheme for hybrid & electric car
* A commitment to training and development
* Private medical insurance for all our colleagues
* 3 paid volunteering days per annum
* Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
* We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership
What Will You Be Doing?
As Senior Manager – Financial Advice Ongoing Service you will:
* Provide inspirational team leadership—driving collaboration, innovation, and accountability. Manage performance reviews, 1:1s, process adherence, and ensure effective business continuity planning
* Drive the ongoing evolution of Skipton’s Financial Advice (FA) ongoing service proposition, shaping future enhancements to meet customer needs and align with strategic objectives.
* Lead the development and execution of the FA ongoing service customer contact strategy, using insight, data, and technology to deliver personalised, engaging communications that enhance the investment journey and support adviser conversations.
* Collaborate cross-functionally across technical, distribution, marketing, operational, and customer service teams to ensure a seamless, consistent service experience aligned with brand standards and customer expectations.
* Act as the central feedback point for the ongoing service, using insights from customers, colleagues, and performance data to inform improvements and enhance both digital and offline service delivery.
* Oversee the end-to-end delivery of all FA ongoing service communications and literature, ensuring quality, consistency, and compliance with brand, regulatory, and audit standards. This includes responsibility for sign-off of customer-facing and internal materials.
* Monitor the ongoing service performance using MI, customer feedback, and engagement data, reporting regularly to the Head of FA Proposition and wider leadership teams. Provide visibility of key deliverables such as ISA campaigns, service level changes, and customer portal updates.
* Oversee regular competitor and market analysis to maintain a differentiated, high-value customer proposition, ensuring alignment with Skipton’s target market and Corporate Plan.
* Champion digital capability growth, enhancing content and user journeys within the customer portal while optimising use of channels including direct mail, email, SMS, and notifications to build long-term customer relationships.
* Lead key stakeholder relationships, internally and externally, with clear briefing and governance across agencies and partners. Manage a significant budget aligned to service delivery and corporate goals.
* Contribute to the FA fair value assessment and ensure accurate, up-to-date proposition literature is maintained by the FA Proposition team.
What Do We Need From You?
We’re looking for someone who has worked in a similar role before and possesses the following skills, knowledge and experience.
* Leadership – A confident, inspiring leader who can drive team collaboration, performance, and continuous improvement.
* Customer Focus – A genuine passion for making financial advice accessible and valuable for all our customers.
* Financial Services Expertise – Proven experience in proposition roles within financial services, ideally with a focus on the mass affluent market.
* Autonomy & Curiosity – Comfortable working independently to build knowledge and stay ahead of industry trends.
* Strategic Communication – Broad, adaptable communication skills with the ability to influence stakeholders at all levels.
* Analytical Mindset – Skilled in interpreting complex data and market developments, and translating them into clear, actionable insights.
* Organisation & Prioritisation – Strong planning skills, able to allocate resources effectively and manage multiple priorities.
* Stakeholder Engagement – A natural relationship-builder who can collaborate across teams and with external partners.
* Financial Services Knowledge – A strong understanding of financial advice, compliance, and customer value.
* Customer Insight – An eye for customer behaviours and needs, with the ability to turn insights into meaningful service enhancements.
* Digital & Channel Know-how – Experience enhancing multi-channel communications and improving digital engagement platforms.
* Insight-Driven – Confident using MI and service data to spot trends, inform decisions, and shape strategic direction.
* Compliance & Governance Awareness – Ability to ensure all communications and processes meet brand, regulatory, and audit standards.
Diversity and inclusion are a priority for us as we continue to support our members and represent the communities we serve. We encourage applications from individuals of all backgrounds, ethnicity, gender identity, sexual orientation, disability, neurodiversity, age, family or parental status, beliefs, nationalities and religions - supporting an inclusive environment for all our colleagues to bring their true selves to Skipton.
If you have a disability, or if you have a condition that you believe may affect your performance during our selection process, we’ll be happy to discuss making reasonable adjustments to our processes for you. Please contact our Talent Acquisition team at talentacquisition@skipton.co.uk .
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