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Company Description
Evelyn Partners is a UK leader in wealth management, providing personalised, expert investment management and financial planning advice to support clients in embracing what’s next.
Our success hinges on our people and that's our secret for longevity. We are a team of passionate professionals and everything we do is guided by our purpose – placing the power of good advice into more hands, we go further to understand the needs of our clients and what matters most to them. We're here to help them make significant decisions with confidence, provide strong foundations for the future and guide them towards their goals.
Job Description
Job Purpose
The role is focused on managing the operational team responsible for Level 2 support of our Wealth Management platforms and Digital Channels, and the associated users of these. Managing our dedicated Service Managers, working closely with both business stakeholders and our third-party platform providers, the role develops a strong understanding of how the systems work, to provide technical support in investigating and resolving issues, and triaging requests. To succeed in this role, you need to have a natural analytical way of thinking along with an eye for detail and be proactive in developing the capability of the team. Previous experience of investments will help you to translate our user requirements. You need to be delivery focused, able to multi-task and very much a team player. You will have experience in developing potential in a team, centralising knowledge, and driving performance improvements. You will get access to a wide range of different technical disciplines and must be comfortable working within a flexible and progressive environment.
Qualifications
Key Responsibilities
- Managing the L2 Wealth Platform, Digital Wealth Support teams and FS Service Managers, completing monthly 121s, setting and measuring team KPIs, maintaining personal development plans, managing performance.
- Manage and monitor Incidents, Requests, Changes, Problems, and Risk actions within the teams remit, ensuring tasks are completed within SLA and identifying opportunities to reduce demand or shift left.
- Manage weekly and monthly business and 3rd party service reviews with operational performance measures and escalations (Incident, Request, Change, Problem, Risk). Driving for improved engagement and vendor performance in line with business expectations.
- Support the Products strategic lifecycle and enterprise architecture, feeding operational KPIs, Known Errors, and ‘live service’ requirements in to the Product Owner, and managing Support Acceptance for Releases and any new or changed functionality.
- Provide operational support towards the maintenance, development and configuration of applications within scope, as required.
- Champion Problem management, both reactively understanding root cause and managing lessons/ actions, and proactively completing trend analysis to reduce demand.
- Defining processes and procedures in line with Information Security and Regulatory requirements.
- Managing the Wealth Platform Support resource model, understanding capacity and demand, supporting any Programme delivery resource requests, scheduling resource based on agreed priorities.
- Maintain the teams capability matrix and implement individual development plans to improve capability.
- Manage relationships with business, DTS, and 3rd party stakeholders, to define and own improvement initiatives.
- Producing and presenting KPI reporting to senior stakeholders.
Skills, Experience & Qualifications
- Demonstrated experience of managing a team Required
- Some experience working in the Financial service sector, ideally Wealth Management. Preferred
- Experience of supporting and producing valuations, statements and client output. Required
- Working knowledge of Avaloq and Xplan systems (desirable). Preferred
Professional Qualifications And Education
- CISI qualifications desirable.
