Team Manager in Dunfermline

Job Description

Role purpose

Responsible for supporting a team which could include client relations managers and support staff. Coaching and developing them to provide a brilliant client service. Encourages the development and progression of the team.

Ensures that service delivered is to an exceptional service. Monitors the delivery of service standards for the team and encourages and drives quality through continuous improvement of processes, investigating change and making improvements, through to completion

Knowledge

· Possesses core platform and industry knowledge.

· Understanding of joiners, movers and leavers process

· Detailed understanding on the platform, wrappers and our proposition

· Understands and adheres to all regulatory and company specific policy,

· Management, prioritisation and allocation of work in a fast-paced environment.

· In depth risk awareness, identification and impact on other areas of the business

· In depth understanding of control frameworks ensuring that implemented controls remain relevant and are enhanced where required

· Understanding of departmental budgets and were team fits within overall client solutions area

· Understanding of resource management model to allow effective resource planning

· Understanding of Power BI data and cubes to aid decision making

· In depth knowledge of the platform and day to day operational processes which impact both customers and advisers

· Familiar with adviser practice management and the wider industry

· Good understanding of front line customer service

· Knows expected quality levels and how to manage these within the team

Skills

· Applies core skills relevant to the role in line the enabler community group

· Drive change while managing expectations

· Complex remediation, complaint management and query handling

· Provide in depth root cause analysis and recommendations

· Ability to manage to budgets within teams reducing losses and overtime costs through effective team management and process improvements

· Ability to identify key metrics compile MI and present to senior stakeholders showing current workload positions within team identifying any volume spikes or unplanned volume

· Ability to understand processes at a high level and challenge steps to ensure nonvalue add and resource intensive activity is reduced

· Ability to constructively challenge colleagues across the operation to ensure best practice across all teams

· Stakeholder management and effective communication across all levels

· Proactively develop strong relationships across the organization

· Mentoring and people development

· Conflict resolution and management

· Provides feedback and guidance where appropriate incorporating change and business needs

· Identify trends and learning gaps within the team