About Servaada, a Wipro company: Servaada is Wipro's UK entity, authorised by the FCA (the UK financial services regulator) to undertake regulated activities on behalf of its clients, as an outsourced service provider.About the RoleThe role is a fixed-term contract for 12 months, providing an excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.The role holder will manage the day-to-day work requirements of the team in relation to administration and the service delivery to advisers and end clients, and ensure the work needed to be processed by the team is carried out to the highest standard and within the specified service level agreements.You will be responsible for the investigation and resolution of complaints, breaches and escalated queries, along with other areas of the business, to develop a market-leading service delivery operation.Our hybrid working model offers a minimum of 3 days in the office, allowing for collaboration, networking, and team synergy. We welcome you to work in the office for up to 5 days a week if that suits your preferences and we believe in empowering you to choose the schedule that best supports your productivity and work-life harmony.Key Responsibilities:Continually focus on the delivery of excellent customer service to ensure that the Company is highly valued by our clientsEnsure all items received by the team are processed within the relevant Service Level Agreement (SLA) and turnaround timesEnsure that all breaches and complaints are resolved within the relevant turnaround timesInterpret client instructions and issues arising, and then implement actions according to administrative policies, procedure guides and checklistsProvide direction and support to the team, to enable them to perform their roles to the highest levels of accuracy and effectivenessMeet all Financial Conduct Authority (FCA) regulatory requirementsEnsure that the Treating Customers Fairly (TCF) principles are adhered to, including raising any areas for concern with either Line Manager or ComplianceManage risk effectively by informing the relevant line manager if any incidents, `near misses' or exposures to Servaada’s risk profile are identifiedComply with all Servaada policiesIdentify, assess and resolve operational risks, regulatory processes and functions in line with Company Audit and Compliance directivesEnsure team are fully compliant with procedures relating to risk, confidentiality and data securityResponsible for developing new processes and challenging existing ones to maximise efficiency and accuracyAble to work after hours and on weekends when requested, on team or business projects as well as during IT releases and upgradesEnsure regular 121s and half-yearly appraisals are undertaken with team members, and that business focused development action plans are implemented, reviewed and acted uponOn-the-job training, coaching and mentoring of team members undertaken. Putting together training plans for new startersIf required, assist with any discipline and grievance issues of staff within Company and employment law guidelinesAssist in the selection and recruitment of staff for the team as and when requiredBe involved in resource planning and staff training across OperationsContinue with your own personal development to ensure that your knowledge within the team and wider business are always improvingSkills, Qualifications and Experience: Essential:A minimum of one year's proven track record in administration, in a team lead or supervisory role.SIPP, Drawdown, GIA, ISA and Offshore Bond knowledgeExcellent interpersonal and communication skillsAbility to prioritise work and direct others to ensure work is completed within agreed SLA'sAbility to work well under pressure, and to very tight deadlinesA proactive and innovative approach to problem solving, including persuasion and influencing skillsDesirable:Wrap platform knowledge and/or experienceFinancial Services qualifications (E.g. IOC or CII)Have a high-level understanding of trading (this role does not involve trading but having a high-level understanding would be beneficial)Knowledge of CASS rules and COBs rulesApplication of Individual Conduct Rules: Standard of conduct is reasonable under all circumstances relating toMust act with integrityMust act with due skill, care and diligenceMust be open and cooperative with the FCA and other regulatorsMust pay due regard to the interests of customers and treat them fairlyMust observe proper standards of market conductEqual Opportunities:Servaada is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.