Novia Global launched in 2015 and provides a platform service for Advisers, Private Banks, Trust Companies, and their clients.
We are completely independent with a focus on providing a service that delivers the opportunity for growth, control, flexibility, and adding value.
Through the platform, we offer access to products including a Global Investment Account and an International Self Invested Personal Pension (SIPP) with underlying assets include investment funds, exchange traded funds, and shares.
Job Summary/Purpose:
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 – Adviser and Client Servicing
In this role, you will provide day-to-day support to both advisers and clients, handling telephone enquiries and a range of administrative processes. Responsibilities include managing changes to existing client records, manual trading, problem solving platform issues and supporting platform set-ups. You will also respond to a variety of general adviser and client queries, ensuring a high standard of service and efficient resolution.
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
- Understands relevant regulation, risk, and control framework, and processes requests accordingly
- Acts swiftly to identify and escate 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
Specialist Skills, Qualifications and Experience:
- 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
- Self-Motivated and pro-active
- Willingness to learn
Beneficial
- Experience in handling phone calls
- Have platform knowledge and/or experience, although on the job training will be provided
- Have knowledge of ISA and SIPP
- An interest in financial market and investments, especially exchange traded funds, mutual funds, equities and structured notes#
Rewards and Benefits
Novia Global offer a highly competitive range of rewards, benefits and recognition packages of which some are:
- Discretionary bonus scheme
- A contribution of 9% of your gross salary into your pension each month
- 33 days annual leave that includes English statutory bank and public holidays (prorated for part time employees)
- Opportunity to buy or sell an additional 5 days annual leave (prorated for part time employees)
