As an Operations Executive, you will be responsible for delivering a high quality of service to advisers
and customers.
Operations is the centre of the business, and your role is to deliver good customer outcomes in a
compliant and professional manner. This includes accurately and efficiently handling any requests and
correspondence with advisers, customers, internal, external and third parties, through various
communication channels.
Client Services – Onboarding
As part of the Client Services Onboarding team, you will be dealing with all aspects of the initial client
journey on to the platform. This includes Anti-Money Laundering checks on new clients, banking new
money on to client’s accounts and processing transfer paperwork.
Key Responsibilities
Delivery and Quality of Service
/ Responsible for processing and prioritisation of day-to-day tasks while maintaining a great level
of service and quality.
/ Be the initial point of contact for our customers, advisers and external third parties, through
their chosen channel.
/ Find solutions for our clients and engage with colleagues to improve the customer journey,
increase efficiency and better our offering.
/ Adherence of Key Performance Indicators and Service Level Agreements
/ Attend and contribute daily huddles and monthly team meetings.
/ Provide constructive feedback to Operations Manager on any process improvements.
/ Ensure the customer is at the heart of everything we do, and our actions deliver good outcomes
in line with Consumer Duty requirements.
/ You will from time to time, be required to undertake other activities that fall within your
capabilities as directed by the Operations Management.
Risk Awareness
/ Understands relevant regulation, risk, and control framework, and processes requests
accordingly.
/ Acts swiftly to identify and escalate incidents to Operations Managers via the documented
escalation routes.
/ Following the event working with the Operations Managers on RCA and feeding into future
preventative measures.
/ Attend all mandatory training relating to risk, confidentiality, data security, GDPR and CASS
rules, within prescribed timeframes.
Excellent interpersonal and communication skills.
/ Ability to work well individually and as a part of a team to achieve team and personal
objectives.
/ Strong data and analytical processing skills.
/ Good attention to detail.
/ Self-Motivated and pro-active.
/ Willingness to learn.
Beneficial
/ Have platform knowledge and/or experience, although on the job training will be provided.
/ Have knowledge of ISA and SIPP.
/ Have a Financial Services qualification (e.g. IOC or CII).
/ An interest in financial market and investments, especially exchange traded funds, mutual
funds, equities and structured notes.
Key Values
Business Focus: The motivation and ability to always apply good financial practice and Company
procedures.
Operational Excellence: Continually delivering and improving excellence for clients and customers.
Client and Customer Focus: Add value to client/customer, adhere to consumer duty requirements
delivering good client outcomes.
Communication: Communicate clearly and concisely, tailoring content and style, with ability to make
a positive impression on others.
Expert Knowledge: Consistent application of professional or specialist knowledge and skills; takes
opportunities to contribute to policy and best practice.
Working with Others: Working successfully with others and building a network of good relationships
to achieve shared goals.
Performance Focus: Demonstrate energy and enthusiasm, takes ownership, delivers results and
improves personal performance.
Novia Global offer a highly competitive range of rewards, benefits, and recognition packages of which
To apply for this role, please email an up-to-date CV to hr@novia-global.com
Contact Detail:
Novia Global Recruiting Team
hr@novia-global.com
