About The Business
Quilter plc is a leading provider of financial advice, investments and wealth management, committed to being the UK’s best wealth manager for clients and their advisers. Quilter oversees £119.4 billion in customer investments (as at end December 2024). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.
Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.
High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning.
At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.
Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!
About The Role
Sitting within the Supervision & Oversight department, the key responsibility of this role is to manage the effective operation of the Servicing Oversight team (including oversight of level 3 and level 4 assessors – non-certified roles).
- Ensuring that all processes delivered by these teams adhere to policy and standards, and are in adherence with risk appetite expectations.
- Ensuring delivery of processes within expected service level agreements.
- Ensure key controls work effectively and adequately to manage risks.
- Lead and manage an effective Servicing Oversight team to provide assurance that ongoing servicing is provided by advisers and good customer outcomes are achieved.
- Ensure that the team operate effectively to identify, escalate and manage issues with competency and/or conduct are identified and escalated appropriately.
- Support the team to deliver the key commitments of QFP policy and standards in relation to ongoing service activity.
- Manage QA feedback and support team learning & development.
- Develop an efficient and scalable operation, identifying synergies and opportunities for optimising efficiency and effectiveness. Deliver process improvements with due considerations to advice/adviser and process risk to create a fit for future operation.
- Lead a risk focused culture of continuous improvement. Identify creative and innovative opportunities for delivering ever-improving service that meets the legal and regulatory requirements and makes QFP a leading organisation.
- Ensure delivery of expected service level agreements without compromising standards.
- Build and maintain a resource planning and forecasting model, and use this to manage pipeline, anticipate and address future issues
- Introduce and maintain operations tools to support service delivery ensuring management maintain these regularly
- Work closely and take a leading role with your team leaders and other managers to manage the workflow and productivity of the team, as well as supporting other managers achieve their objectives through your leadership.
- Develop individual and team performance by ensuring every team member has regular 1-1s, smart objectives and a career development plan
- Encourage staff to take personal responsibility for their actions and understand who is responsible for what in the business
- Leading the team and other Managers to work in accordance with the pre-defined regulatory, compliance and financial requirements e.g., Data Protection, Code of Conduct, Health and Safety and FCA standards
- Enhance team efficiency through IT systemisation
- To provide strong leadership and work with the Leadership Team in shaping the development of the overall service strategy and business plan for Operations, so that the service proposition and customer experience act as differentiators in strengthening IFS competitive position, its reputation and its ability to deliver the business strategy
- Identify and assess key operational risks and deliver actions to enhance controls and escalate any identified regulatory, control and process risks to the wider business.
- Lead business/operational focused projects or initiatives by coordinating multiple business areas and subject matter experts delivering to required business specification
- Communicate at regular intervals with Adviser and Firms – ensuring key messages provided and updated regularly
Whilst this isn’t a directly customer facing role, the duties you will perform will contribute to the overall positive outcomes for our customers by ensuring your team delivers within the expected SLA’s, to the expected standard, and through the building of key relationships with advisers and firms.
About You
Strong operational and communication skills as you will have contact with a wide variety of departments and external organisations.
These will include:
- Executive Directors and Senior Leadership
- Operational teams including 2nd Line functions, Risk management, Advice Process and Proposition and Distribution teams
- Other colleagues across Quilter Financial Planning and the wider Quilter group to ensure that a totally integrated quality service is provided
- AR Firm principals, Partners and advisers
- Industry experts to understand and share best practice.
- Leads by example, creating and maintaining a culture that promotes exceptional performance, empowerment, accountability and professionalism at all levels
- Provides inspirational leadership, engaging employees, teams and key stakeholders, being a role model to support a high performing culture and a customer centric environment
- Demonstrates a commercial mindset, readily challenges the status quo to help redefine the business and differentiate in the market place
- Ability to create and implement change
- Can do attitude, having the strength of personality to influence and guide with personal motivation and confidence
- A competent assessor of existing and required processes
- Strong communication skills – ability to navigate complex and political environments and manage multiple senior stakeholders
- Strong analytical approach and inquisitive nature
- Able to represent and interact with all areas of the Company on compliance, sales and advice processes
- Able to display sound judgment when recommending policy/process changes
- Flexible and adaptable to an ever-changing environment with the ability to work under pressure whilst remaining focused and calm
- Attention to detail
- L4 diploma qualified - mandatory
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.
