Principal, Administration Services in Liverpool

Link Group connects millions of people with their assets, including equities, pension and superannuation, investments, property, and other financial assets. We do this by partnering with thousands of financial market participants to deliver services, solutions and technology platforms that enhance the user experience and make scaled administration simple.

We help manage regulatory complexity, improve data management, and provide the tools to connect people with their assets, leveraging analysis, insight, and technology. Our customer experience and the delivery of the right outcomes are at the core of what we do and are the centre of the service we aim to provide. Through streamlining processes and removing duplication, we work to provide our team with the right tools and information to allow them to focus solely on the customer experience.

Our approach has led to us growing our business since its UK inception in late 2019 from zero members to nearly 2m members using our platforms, we have an open target of reaching 10m members by 2026.

Accountabilities and main responsibilities:

• Allocates work to Seniors & Agents in line with agreed SLAs.
• Take personal responsibility for, and investigates and reviews, customer issues to ensure fair customer outcomes in accordance with regulatory requirements and company policy.
• Supporting where needed in the collation and acting upon MI on a daily basis to share with CS Management Team.
• Creates a Senior Training Plan and executes in line with competency framework.
• Referral point for complex queries from wider CS teams, advising on regulatory and internal process protocol.
• Supports Team Leader & Seniors in creating and reviewing Standard Operating Procedures (SOPs) as needed.
• Monitor processes to identify opportunities to improve service and efficiency, driving a culture of continuous improvement.
• Proactively assist QA team in undertaking QC and QS, identifying issues, providing feedback, and coaching to improve competency and the service provided to customers.
• Act on quality trends to ensure procedures and performance are effective.
• Responsible for approving financial transactions – disinvestment and investment of member funds.
• Assist the Team Leader with work prioritisation.
• Supervise and check the work of Seniors and Agents, assisting the Team Leader with coaching and development plans.
• Contribute to the profitability of the business by identifying and capitalising on commercial opportunities to generate additional business opportunities and change proposals, by identifying and communicating potential bottlenecks/problem areas to Team Leader with appropriate solutions.
• Role Model our values: Client Focus, together we Achieve and Adapt & Evolve.
• Attend Management meetings, either on own or supported by a more senior member of staff.
• Deputise for the Team Leader in their absence.
• Provide support to recruitment campaigns as needed.
• Assist Trainer in product, system and processes training as required.
• Maintains a comprehensive level of functional and technical expertise.
• Champion change agenda across the team embedding upgrades and enhancements.

Experience & Personal Attributes:

• Strong pension knowledge and understanding of compliance framework (Regulatory and process).
• Customer centric mindset, with natural desire to problem solve.
• Experience of working within a regulated environment, to meet tight deadlines.
• Higher English and Standard Grade Maths or GCSE grade A - C in English and Mathematics CF1 and FA2 desirable, working towards is essential.
• Highly organised with the ability to adapt to changing priorities.
• A self-starter with a positive ‘can do’ attitude.
• Strong people skills with the ability to provide clear direction to team mates on priorities.