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- Tasks: Lead a dynamic team in delivering top-notch client services and administration.
- Company: Join Servaada, Wipro's UK entity, making waves in financial services.
- Benefits: Enjoy hybrid working, flexible hours, and opportunities for personal development.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: 1+ years in administration with leadership experience; knowledge of financial products is a plus.
- Other info: Embrace diversity and inclusion in a global company committed to positive change.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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Direct message the job poster from Wipro
Senior Talent Acquisition Partner @ WIPRO
Servaada is Wipro\’s UK entity, authorised by the FCA (the UK financial services regulator) to undertake regulated activities on behalf of its clients, as an outsourced service provider.
About the Role
The role is a fixed-term contract for 12 months, providing an excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.
The role holder will manage the day-to-day work requirements of the team in relation to administration and the service delivery to advisers and end clients, and ensure the work needed to be processed by the team is carried out to the highest standard and within the specified service level agreements.
You will be responsible for the investigation and resolution of complaints, breaches and escalated queries, along with other areas of the business, to develop a market-leading service delivery operation.
Our hybrid working model offers a minimum of 3 days in the office, allowing for collaboration, networking, and team synergy. We welcome you to work in the office for up to 5 days a week if that suits your preferences and we believe in empowering you to choose the schedule that best supports your productivity and work-life harmony.
Key Responsibilities:
- Continually focus on the delivery of excellent customer service to ensure that the Company is highly valued by our clients
- Ensure all items received by the team are processed within the relevant Service Level Agreement (SLA) and turnaround times
- Ensure that all breaches and complaints are resolved within the relevant turnaround times
- Interpret client instructions and issues arising, and then implement actions according to administrative policies, procedure guides and checklists
- Provide direction and support to the team, to enable them to perform their roles to the highest levels of accuracy and effectiveness
- Meet all Financial Conduct Authority (FCA) regulatory requirements
- Ensure that the Treating Customers Fairly (TCF) principles are adhered to, including raising any areas for concern with either Line Manager or Compliance
- Manage risk effectively by informing the relevant line manager if any incidents, `near misses\’ or exposures to Servaada’s risk profile are identified
- Comply with all Servaada policies
- Identify, assess and resolve operational risks, regulatory processes and functions in line with Company Audit and Compliance directives
- Ensure team are fully compliant with procedures relating to risk, confidentiality and data security
- Responsible for developing new processes and challenging existing ones to maximise efficiency and accuracy
- Able to work after hours and on weekends when requested, on team or business projects as well as during IT releases and upgrades
- Ensure regular 121s and half-yearly appraisals are undertaken with team members, and that business focused development action plans are implemented, reviewed and acted upon
- On-the-job training, coaching and mentoring of team members undertaken. Putting together training plans for new starters
- If required, assist with any discipline and grievance issues of staff within Company and employment law guidelines
- Assist in the selection and recruitment of staff for the team as and when required
- Be involved in resource planning and staff training across Operations
- Continue with your own personal development to ensure that your knowledge within the team and wider business are always improving
Skills, Qualifications and Experience:
- A minimum of one year\’s proven track record in administration, in a team lead or supervisory role.
- SIPP, Drawdown, GIA, ISA and Offshore Bond knowledge
- Excellent interpersonal and communication skills
- Ability to prioritise work and direct others to ensure work is completed within agreed SLA\’s
- Ability to work well under pressure, and to very tight deadlines
- A proactive and innovative approach to problem solving, including persuasion and influencing skills
- Wrap platform knowledge and/or experience
- Have a high-level understanding of trading (this role does not involve trading but having a high-level understanding would be beneficial)
- Knowledge of CASS rules and COBs rules
Application of Individual Conduct Rules:
Standard of conduct is reasonable under all circumstances relating to
- Must act with integrity
- Must act with due skill, care and diligence
- Must be open and cooperative with the FCA and other regulators
- Must pay due regard to the interests of customers and treat them fairly
- Must observe proper standards of market conduct
Servaada is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.
Seniority level
-
Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service and Administrative
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Industries
IT Services and IT Consulting, Financial Services, and Business Consulting and Services
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Client Services Administration - Team Leader employer: Wipro
Contact Detail:
Wipro Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Administration - Team Leader
✨Tip Number 1
Familiarise yourself with the Financial Conduct Authority (FCA) regulations and the Treating Customers Fairly (TCF) principles. Understanding these will not only help you in the role but also show your commitment to compliance during interviews.
✨Tip Number 2
Highlight your experience in managing teams and resolving complaints effectively. Be prepared to discuss specific examples of how you've led a team to meet service level agreements and improved customer satisfaction.
✨Tip Number 3
Demonstrate your proactive approach to problem-solving by preparing examples of challenges you've faced in previous roles and how you overcame them. This will showcase your ability to think on your feet and lead a team under pressure.
✨Tip Number 4
Network with current or former employees of Servaada or Wipro to gain insights into the company culture and expectations for the role. This can provide you with valuable information that can set you apart from other candidates.
We think you need these skills to ace Client Services Administration - Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in administration and team leadership. Use specific examples that demonstrate your ability to manage a team and deliver excellent customer service.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the responsibilities outlined in the job description, particularly your experience with compliance and customer service.
Highlight Relevant Skills: Emphasise your knowledge of SIPP, Drawdown, GIA, ISA, and Offshore Bonds, as well as your understanding of CASS and COBs rules. This will show that you are well-prepared for the regulatory aspects of the role.
Showcase Problem-Solving Abilities: Provide examples in your application that illustrate your proactive approach to problem-solving and your ability to work under pressure. This is crucial for a role that involves managing complaints and operational risks.
How to prepare for a job interview at Wipro
✨Showcase Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your ability to lead and support a team. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to coaching, mentoring, and resolving conflicts.
✨Understand Regulatory Requirements
Familiarise yourself with the Financial Conduct Authority (FCA) regulations and how they apply to the role. Be ready to discuss how you would ensure compliance and uphold the Treating Customers Fairly (TCF) principles in your work.
✨Emphasise Customer Service Excellence
This role heavily focuses on delivering exceptional customer service. Prepare to share specific instances where you've gone above and beyond for clients, and how you plan to instil this ethos within your team.
✨Demonstrate Problem-Solving Abilities
The job requires a proactive approach to problem-solving. Think of examples where you've identified issues and implemented effective solutions, especially in high-pressure situations, and be ready to discuss these during the interview.
