Platform Service Manager

Purpose: To provide office based front line telephone servicing and support to the 7IM platform clients. The role involves extensive direct telephone and email contact with financial planners, paraplanners and wealth managers (intermediaries). The role is about developing strong relationships built on outstanding service for all queries that our clients and their client dealings with the 7IM platform.

The role holder will work closely with the Regional Platform Relationship Managers and Operations team to provide excellent customer service to our intermediary practices.

Responsibilities:

• Efficiently and effectively answer telephone and email queries from intermediaries, escalating in a minority of cases as appropriate.
• Ensure all calls are answered in a timely manner and dealt with appropriately, managing the caller’s expectations where necessary.
• Take ownership of queries; analyse, research and provide solutions using knowledge of the systems and processes.
• Service assigned intermediary firms in a pooled account service model taking responsibility for specific tasks which are scheduled on a rota basis.
• Ensure all client and intermediary communication is accurate, appropriate and delivered at the right time, including emails, letters and platform updates.
• Liaise closely with relevant members of the Operations team to ensure full communication and understanding, minimising errors and maximising service levels.
• Plan and organise workflow with the Platform Relationship Manager and Regional teams, especially during client reporting periods.
• Input, manipulate and maintain data on the 7IM platform and client relationship management systems to perform required service tasks which can include processing ISA subscriptions and payment instructions in line with HMRC and 7IM policies.
• Assist in the testing of the development of the platform including writing and maintaining user acceptance testing scripts.
• Evaluate, improve and streamline the processes and procedures for servicing platform business.
• Suggest realistic and appropriate improvements to the 7IM systems and procedures to continually improve service to clients and intermediaries.
• Provide input and feedback on improvements to the external facing proposition.
• Ensure that the FCA policy of treating customers fairly is followed as well as working in accordance with 7IM’s mission and tenets.
• Other, as reasonably required by your line manager and 7IM.

In this role, it’s essential that you consistently follow the FCA's Consumer Duty principles. You’re expected to act in good faith, prevent potential harm, and actively support our customers in achieving their financial goals.

About You

Knowledge:

• Knowledge of the UK platform market, including the regulatory environment.
• Knowledge of platform administration, including tax wrappers.
• Knowledge of Pershing systems and procedures would also be beneficial.
• Experience of retail investments and investment management (including operational knowledge) would be advantageous.
• Understanding of the advice process and advisory market in the UK.
• Relevant regulation and policy knowledge.
• Excellent working knowledge of e-business, especially in applications to Financial Advisers.

Skills:

• Excellent telephone manner including the ability to actively listen to, troubleshoot and resolve customer queries.
• Ability to build relationship and rapport building skills in order to rapidly establish a high level of trust with wealth managers.
• Managing client expectations of the outcome of the telephone requests.
• Demonstrate a high level of ownership, competence, reliability and responsiveness.
• Planning and organising skills to maximise the efficiency of operation and service, including prioritising appropriately.
• Accuracy, thoroughness and attention to detail in order to maintain the highest levels of service.
• Systems learning skills to rapidly understand and use appropriate systems, including accurate inputting of detailed data across a number of different screens and software packages.
• Written skills, in order to clearly, concisely and thoroughly present information to wealth managers, regional platform relationship managers and their teams.
• Numeracy skills in order to understand, process and check a range of data.
• Assertiveness and tenacity combined with diplomacy and sensitivity, to build and maintain good relationships with wealth managers and colleagues across 7IM.
• The ability to drive through and ensure that necessary actions are taken to service the clients, whilst maintaining positive relationships with them and within 7IM.
• Flexibility and innovation to handle and support changing (and sometimes conflicting) needs and demands, and continually to improve working practices.
• Resilience in order to manage conflicting priorities and demands, ambiguity, high workload and other business prerogatives.
• Personal development focus, taking responsibility (with 7IM) for driving forward both personal and professional development in order to maximise effectiveness in this demanding role, and to grow in the role, and beyond.

Qualifications:

• Relevant Financial Services qualifications will be advantageous.

Skills/Other relevant information:

• Flexible attitude to duties as the role evolves due to changes in the platform market and business focus.
• Flexible attitude to working hours – sometimes the workload will demand additional commitment outside the contractual hours.