Manager, Share Plans

Overview: The Fixed Term Manager, Share Plans will join the Share Plans team on a hybrid basis from our stunning office in central Leeds. This means you’ll need to be within a commutable distance to enable you to be in the office each week with your colleagues. You’ll manage the Share Plans Operational team, responsible for all contact with clients and participants of Employee Share Plans, maintenance and general administration work for the clients’ records. You will drive the delivery of tasks within the agreed service levels, ensuring the team provides exceptional customer service to all clients, customers and employees at all times. This is a people manager role and will need to conform to all regulatory obligations, with responsibility for all technical processes. Please note: This role is fixed term for 12 months.

Benefits: 26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year. Health, wellbeing and lifestyle rewards that can be tailored to support you and your family, including:

• Employee Assistance Programme
• Discounts on retail and socialising
• Travel and technology
• Cycle2work scheme
• A host of gym and fitness subscriptions
• Appreciate programme: Employee recognition programme
• Company Pension Scheme
• Medical insurance
• Life Assurance
• Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave

What you need: As with any role, we want to find the right person and we want to make sure you know it’s the right role for you too. You will need:

• At least 2 years’ demonstrable, successful, people management skills with the ability to manage, guide and support a team whilst providing clear direction
• Exceptional verbal and written communication skills with the ability to build and maintain relationships with a variety of stakeholders at all levels
• Professionalism, demonstrated through an in-depth understanding of excellent customer service
• Exceptional attention to detail, ensuring accuracy and a ‘right first time’ approach for you and the team
• Outstanding time management skills, flexibility and the ability to manage a variety of processes independently
• Strong problem-solving skills, with the ability and capability to resolve complex issues independently whilst serving as a point of escalation for others
• A team player, consistently promoting a strong team ethic, with the willingness to take on additional responsibilities
• Commitment, resilience, agility and the drive and desire to proactively improve yourself, evidenced from previous role/s

Day to Day, you will:

• Ensure controls are in place within the Share Plans team to adhere to end to end processes
• Manage and support the team through transitional change, new process implementation and ensuring high standards are maintained and controlled
• Proactively support the transformation and change journey, working with the business to propose and implement operational improvements, whilst reducing risk and maintaining an awareness of strategic issues affecting the industry
• Plan, monitor and coordinate workflow for the team, ensuring work is processed in a timely and efficient manner, taking remedial action when required to always maintain internal and external SLA’s
• Ensure processes are current, consistent, documented and reviewed on a regular basis
• Provide high-quality Management Information to identify key trends and issues, regularly reviewing all KPI and KRI metrics and providing analysis and plans on how to address any identified trends
• Carry out root cause analysis on errors, complaints and incident reports, with a view to reducing risk whilst improving processes and the customer experience
• Provide an exceptional service to colleagues and the business in general, ensuring a great working relationship is developed and maintained with other departments
• Coach and develop the team, growing their skills, competency and behaviours to achieve the required standards of competency and embodying the ‘together we achieve’ MPMS statement
• Ensure full compliance with internal and external procedures and FCA CASS rules, identifying key risks and proposing mitigation steps to manage these risks
• Ensure key controls are completed within agreed timescales and that any highlighted issues are addressed and followed through to resolution

The above list of key accountabilities is not exhaustive and may change from time-to-time based on business needs.