Client Services - Team Manager
London/Hybrid
salary circa £70,000 - £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 outsourecd 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