Job Description
This job is with St. James's Place, an inclusive employer and a member of myGwork – the largest global platform for the + business community. Please do not contact the recruiter directly.
This role reports into the Helpline Services Manager within the Advice Support function of Advice Policy & Operations. This role sits alongside 2 other Support Managers and has circa14 direct reports. You'll lead and manage the Pensions Technical Team to deliver a high quality and efficient technical query resolution and advice service to the Partnership, ensuring adherence to operational subject areas.
What you'll be doing:
* Prepares the team for day to day workload, identifying priorities and any exceptional impacts that the team have been made aware of
* Supervise any resource challenges and likely impacts on team performance as successfully as possible to maintain set standards
* Ensure Added Value Time [AVT] is run efficiently and effectively to ensure value add contribution is made through all AVT scheduled activity undertaken
* Make clear to all team members the expectations on each team member depending on their experience and capability
* Working with information provided by the QA Manager constantly seeks to provide team members with bespoke training and development
* Provides effective leadership, direction and protection for the team through effective planning, forecasting and communication on a day to day basis
* Work collaboratively with peers and wider management team to ensure consistency and standard process is achieved.
* Active management of team business plan and actions to ensure Proposition Development continues.
* Ownership and Delivery of Continuous improvement actions and culture within the teams.
* Carrying out PDRS, 1 to1s, taking care of performance management and people issues, pay review, coaching and mentoring team.
Who we're looking for:
Extensive experience as a people manager with a consistent record of leading and improving performance to achieve strategic aims of the Technical Services function. Strong team leadership, motivation and development skills applied to day to day performance.
Essential Criteria
* Extensive experience as a people manager with a proven track record of running and improving performance to achieve strategic aims of the Technical Services function
* Performance management with the aim of improving service
* Strong forecasting, planning and organisational skills that are applied to daily workloads
* Strong process knowledge and understanding of how to run continuous improvement activities effectively.
* Experience of using MI to inform continuous improvement and change opportunities for the service
Desirable Criteria
* Experience of leading a technical support service or similar environment
* Strong written and verbal communication skills
Special Requirements:
You may be asked to travel to either Bristol or Cirencester as part of your day to day role
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