Client Services Manager – Financial Services

Job Title: Client Services Manager

Location: Oxford

Salary: Competitive

Job Type: Full Time, Permanent

Punter Southall Aspire (PS Aspire) is a major investment and savings business that blends a strong customer focused culture with a modern technology-led outlook.

Uniting employee benefits and individual financial advice, we work with employers, trustees and private clients through our regional UK offices to design and manage solutions that meet their unique needs.

The Role

This role has two key responsibilities, managing the administration team and providing Financial Planning administration support to the planners.

The role requires the job holder to:

• Understand fully the entirety of the business propositions of the Punter Southall Aspire Group and in particular the Financial Planning Division.
• Understand the business operations of the organisation.
• Participate in strategic discussions and the development, evaluation and implementation of the strategic technology plans for the business.

Key Duties:

• Manage relevant team members and their workflow, undertaking one-to-ones, running team meetings, managing performance, annual leave requests, expenses and staff absences Support the career progression of team members as appropriate, including arranging or providing training and mentoring as required.
• Implement agreed Financial Planning processes within the team to help achieve consistent servicing approach across the division.
• Proactively seek to build and improve processes and efficiencies.
• Provide administration support to planners as required
• Act as point of escalation to help with complex member or client queries within administration team.
• Support the collation of relevant internal management information in a timely and accurate fashion when required.
• Act as point of escalation for the resolution of administration problems and issues which may be of a technical nature.
• Successfully complete all mandatory Punter Southall Group training and testing (e.g. Conduct Risk, Anti-Money Laundering and Information Security) within the communicated deadline.
• Adhere to all data protection and information security policies and procedures of Punter Southall Aspire and the Punter Southall Group.
• Undertake all activity in line with the Punter Southall Aspire and the Punter Southall Group procedures, processes, standards and requirements.

About you:

Knowledge & experience

• Experience of working within an IFA (or comparable) with experience of the complete cycle for processing new business.
• Experience in a client supporting role where there was a need to work under challenging deadline with conflicting priorities, with line manager responsibilities.
• Previous experience of coaching and managing a team
• Good standard of competency and knowledge of:
• CRM system and client reporting, previous experience of Intelliflo would be preferable (or a comparable package).
• IT systems and software (Microsoft Word and Excel) IT systems and software (Microsoft Word and Excel) including platform/provider websites/portals

Training, education & qualification

• Ideally educated to at least A Level or equivalent standard.
• Maths and English GCSE or equivalent qualification – grade B or higher is preferable

Skills, abilities & personal qualities

• Leads by example, able to effectively manage, coach and develop a team of administrators, and their workflow in line with business requirements.
• Able to demonstrate a people focused approach with empathy and understanding, when dealing with team members, colleagues and clients.
• Able to think about how to add value and proactively identify and implement improvements.
• Strong customer service.
• Acts professionally with integrity and discretion.
• Has a broad understanding of current FCA regulations and how they apply to our clients as well the company’s advice standards and processes
• Demonstrates a high degree of accuracy and attention to detail, both written and numerical
• Strong analytical and problem-solving skills, capable of anticipating, resolving and owning problems through to resolution.
• Focus on commerciality and time/cost whilst undertaking all chargeable activity.
• Strong organisational, prioritisation and time management skills.
• Ability to work under pressure and to deadlines
• Self-motivated, enthusiastic, flexible and proactive approach.
• Shows persistence when faced with challenges or obstacles.
• Confident communicator at all levels, with the ability to adapt approach depending on audience, and manage difficult discussions.
• Well-developed written communication skills, able to construct logical, clear and concise documentation appropriate to given audience.
• Empathetic and understanding.
• Managing challenging situations.

Please click on the APPLY button to be directed to the company’s recruitment page.

Candidates with the relevant experience or job titles of; Client Support Administrator, Client Support Administrator, Client Services Support, Client Support Manager, Customer Services Executive, Client Services Manager, Client Advisor, Customer Support Advisor, Customer Service Officer, Customer Support Advisor, Business Support, Client Support Executive, Client Relationship Executive may also be considered for this role.