Client Services Administration Team Leader

3 months ago

Bath, United Kingdom Novia Financial Full time

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.

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 Novia’s risk profile are identified. 

Comply with all Novia policies.

Client Services Administration

Team Leader

Senior Client Services Administrator 

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.

You will, from time to time, be required to undertake other activities that fall within your capabilities as

directed by management.

Specialist Skills, Qualifications and Experience:
Essential: 

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.

Desirable: 

Wrap platform knowledge and/or experience. 

Financial Services qualifications (E.g. IOC or CII). 

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.

Rewards and Benefits 

Competitive salary. 

Hybrid Working (split between home and office). 

Discretionary bonus each year. 

34 days holiday per calendar year including bank holidays, with the option to purchase or sell
up to 5 additional days per year. 

Wellbeing day to use at your discretion such as a birthday, moving house, pamper day. 

Supported and encouraged professional development. 

Private Medical scheme (single cover that can be increased to FULL Family).

Senior Client Services Administrator 

Income protection scheme. 

Life assurance scheme. 

Group contributory pension scheme. 

Interest free season ticket loans for travel costs. 

Wealthtime Foundation Day in support of charitable activities. 

We encourage internal progression at Wealthtime, with many of our employees going on to
become Team Leaders, Managers, Subject Matter Experts and many more. 

We're proud of our company culture at Wealthtime. From rewards and incentives, remote team
socials to fun quizzes, our friendly and welcoming teams at Wealt

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