About the Business

About the Role

Level: 3
Department: Investment Management
Location: Chester (Hybrid)
Contract: Permanent

This role will manage and lead the Client Relationship Team in the facilitation of organising and delivering client support processing services to Financial Planners based in the Chester, Leeds and Carlile offices. Management of Client Relationship and Client Liaison will form part of this role, ensuring a high quality of client services in compliance with key regulatory and business processes.

The role will work closely with Financial Planners and Area Directors as well as other support management colleagues.

The key responsibilities of the role include:

• Supporting and co-ordinating the work allocation and flow for a team of client support staff (Client Relationship and Client liaison)
• Oversight of new business processing and implementation
• Oversight of planned review activity within the required regulatory time scales to mitigate the risk of disengagements and remediation
• Providing administrative cover when necessary
• Managing workloads, deadlines, and service standards
• Ensuring that the pipeline of new business is constantly monitored and expedited
• Oversight of the client journey ensuring the team are delivering an excellent experience for our clients including progress updates (client touch points)
• Ongoing administration of client records and all other associated client support services
• Supporting process improvements and best practice across the client relationship function
• Relevant reporting and subsequent action, including on new business processing, production and serving data within the required business and regulatory time scales, and as required by the Head of Advice Operations
• Monitor and interrogate department production

People & Leadership responsibilities-

• To ensure that the team operates in compliance with all relevant legislation, rules, codes of conduct and in-house policies and procedures.
• To ensure the team is managed within its agreed budget, if relevant, regularly reviewing resourcing requirements and authorising all relevant expenditure.
• To ensure that employees receive appropriate training and coaching, as well as adequate supervision and monitoring, to enable them to fulfil their tasks, meet required Company standards and enable them to achieve personal objectives.
• To review regularly the performance of employees in accordance with the Company’s guidelines, giving clear objectives and the requirements for the role and, where relevant, ensure that appropriate performance management is dealt with in a prompt and fair manner, in accordance with the Company’s policies and procedures, and in conjunction with HR.

Regular travel is required in the role as appropriate to ensure connectivity with your teams across the country.

About You

You will have:

• Prior experience of working within a financial adviser firm and financial services administration
• Prior experience of managing and mentoring a team and associated strong people management and coaching skills

• Knowledge of advice administration systems and processes
• Excellent knowledge of products and services that may be used to meet adviser and client needs
• Excellent knowledge of provider requirements and systems needs
• Full understanding of internal compliance requirements to ensure your team is always within the required compliance guidelines & parameters
• Strong problem solving skills
• Strong attention to detail and focus on quality to ensure team delivery to a high standard
• Experience of IT solutions such as Voyant and xplan

#LI-VS1 #QC

Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

Holiday: 182 hours (26 days)

Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.

Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.

Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.

Life Assurance: 4x your salary.

Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.

Healthcare Cash Plan: Jersey employees only

In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.