Operations Manager - Financial Services

at  Attivo Group

ABOUT YOU:

You are an experienced customer or client operations administrator within financial services looking for first management position. You are able to produce regular management information and reports that are complemented by your flexible approach, enabling your team to resourcefully handle inquiries and challenges effectively and efficiently.
You are dedicated to the development of your associates, actively supporting their growth and career progression. With strong analytical skills, you use data to drive process improvements, in addition to the continual assessment and adjustment of team performance to maintain high standards of service with all stakeholders in our organisation.

ESSENTIAL SKILLS AND EXPERIENCE

• Experienced Paraplanner or Financial Services Administrator
• Knowledge and experience of working with a range of retail platforms
• Experience managing teams and delivering coaching is essential
• Excellent interpersonal, listening, numerical and IT skills
• Professional, ethical and discreet
• Ability to work well under pressure whilst maintaining excellent attention to detail
• A relevant industry supervision qualification such as J07 or AF6 is desirable
• Ideally qualified to Level 4 Diploma in Regulated Financial Planning (DipPFS) standard or above
• Experience of Intelligent Office

ABOUT THE ROLE:

As the Operations Manager, you will lead and manage the Financial Planning Administration team to ensure the delivery of high-quality, timely support to Paraplanners and Financial Planners.
Maintaining the efficiency and compliance of our financial advice process, you will be responsible for monitoring team Key Performance Indicators, managing individual and team performance, as well as fostering a motivated, knowledgeable, and compliant team environment.
Developing and implementing robust processes for handling new business and financial planning requests across multiple retail platforms, will aid to continuously enhance your team’s product, technical, and regulatory knowledge.

KEY RESPONSIBILITIES INCLUDE:

• Support and monitor team Key Performance Indicators and manage individual performance
• Motivate, develop, coach, train, induct and formally appraise employees to set performance standards, recognise achievement and deal with performance issues
• Ensure compliance procedures are always adhered to, escalating any breaches or concerns to the Compliance Analyst in a timely manner with full and accurate information
• Ensure all new business applications are processed efficiently by team.
• Develop robust processes to assist with new business and financial planning requests across multiple retail platforms
• Develop product, technical and regulatory knowledge to keep up to date with latest financial regulations
• Review and manage escalated issues, ensuring all complaints and breaches are dealt with appropriately
• To be an Ambassador for Attivo group, representing its core values and behaviours
• Monitor and manage relationships with key stakeholders – FPs, RDs, other team leaders/managers
• Responsible for the management, organisation, work allocation and co-ordination of the day-to-day work of the Financial Planning Support team
• Produce regular MI and reports relating to the Financial Planning Administration Team (daily, weekly, monthly)
• Demonstrate a flexible and agile approach to your colleagues and workload, supporting team at times of high work volumes and during times when resource levels are low
• Ensure the team is adequately resourced and to plan resources effectively
• Personally deal with more complex enquiries, including complaints and escalated issues
• Challenge current methods of service delivery and identify, recommend and implement improvements
• Continually assess the effectiveness of the team, especially in terms of quality of service, and make any necessary adjustments
• Supporting associates in their development and career path, developing capabilities, monitoring progress
• Continually monitor and keep up to date with changes in the business and requirements, ensuring strategies remain effective and will deliver desired aims.
• Analyse data to feed in to improving process – i.e. audits (fee rejections, AIP), key focus on root cause analysis.