Client Operations Specialist

3 weeks ago

Bath, Bath and North East Somerset, United Kingdom Novia Global Full time
Position Overview

About Novia Global

Novia Global is a pioneering online service provider dedicated to facilitating intelligent wealth management across global markets. Established to cater to the needs of clients who operate internationally, we focus on delivering enhanced investment choices for individuals and trustees.

We collaborate with professional advisors to streamline and enrich their clients' financial experiences, providing clarity in the intricate landscape of investment management. Our advanced technology promotes efficiency, adds value, and ensures peace of mind.

Our platform grants access to a Global Investment Account, a Self-Invested Personal Pension, and an ISA, featuring a diverse range of underlying assets such as investment funds, exchange-traded funds, and shares.

Role Summary

As a Client Operations Specialist, your primary responsibility will be to ensure a high standard of service delivery to advisors and clients in response to their inquiries.

The operations function is central to our organization, and your role will involve achieving favorable customer outcomes in a compliant manner while engaging with customers, internal teams, external partners, and third parties through their preferred communication channels.

Client Services – Support for Advisors and Clients

Your responsibilities will include assisting advisors and clients with ongoing support, which encompasses managing escalated inquiries via telephone, overseeing incoming ISA transfers, and processing GIA & ISA withdrawals. You will also manage client changes such as residency updates or appointed advisors, facilitate platform setups, and address a variety of general queries from advisors and clients.

Additionally, you will oversee the daily allocation and prioritization of tasks within the team.

Key Responsibilities

Service Delivery and Quality Assurance

  1. Oversee the processing and prioritization of daily tasks while maintaining exceptional service quality.
  2. Act as the primary point of contact for our clients, advisors, and external partners through their chosen communication methods.
  3. Identify solutions for our clients and collaborate with colleagues to enhance the customer journey, improve efficiency, and refine our service offerings.
  4. Ensure adherence to Key Performance Indicators and Service Level Agreements.
  5. Participate in and contribute to daily team huddles and monthly meetings.
  6. Provide constructive feedback to the Operations Manager regarding process improvements and oversee the implementation of agreed changes.
  7. Manage escalations and initial responses to complaints.
  8. Ensure that customer-centricity is at the core of our operations, delivering positive outcomes in line with Consumer Duty requirements.
  9. Occasionally undertake additional tasks as directed by Operations Management and provide coverage for the Operations Manager when necessary.

Risk Management

  1. Understand relevant regulations, risk, and control frameworks, processing requests accordingly.
  2. Promptly identify and escalate incidents to Operations Managers through established escalation routes.
  3. Collaborate with Operations Managers on root cause analysis following incidents and contribute to future preventative measures.
  4. Complete all mandatory training related to risk, confidentiality, data security, GDPR, and CASS rules within specified timeframes.

Essential Skills, Qualifications, and Experience:

Required

  • Exceptional telephone etiquette.
  • Strong interpersonal and communication abilities.
  • Capability to work effectively both independently and as part of a team to achieve collective and individual goals.
  • Proficient data and analytical processing skills.
  • Meticulous attention to detail.
  • Self-motivated and proactive approach.
  • Willingness to learn and adapt.

Desirable

  • Experience or knowledge of platform operations, with on-the-job training provided.
  • Familiarity with ISA and SIPP.
  • Possession of a Financial Services qualification (e.g., IOC or CII).
  • Interest in financial markets and investments, particularly in exchange-traded funds, mutual funds, equities, and structured notes.

Core Competencies:

Business Acumen: Demonstrate the motivation and ability to consistently apply sound financial practices and company policies.

Operational Excellence: Continuously deliver and enhance excellence for clients and customers.

Client and Customer Orientation: Add value to clients/customers, ensuring compliance with consumer duty requirements and delivering positive client outcomes.

Effective Communication: Communicate clearly and concisely, tailoring content and style to make a positive impression.

Expertise: Consistently apply professional or specialized knowledge and skills, seizing opportunities to contribute to policy and best practices.

Collaboration: Successfully work with others and build a network of strong relationships to achieve shared objectives.

Performance Orientation: Exhibit energy and enthusiasm, take ownership, deliver results, and enhance personal performance.

Rewards and Benefits

Novia Global offers a competitive suite of rewards, benefits, and recognition packages, including:

  1. A discretionary bonus scheme.
  2. A monthly contribution of 9% of your gross salary into your pension.
  3. 33 days of annual leave, inclusive of statutory bank and public holidays (prorated for part-time employees).
  4. Opportunity to buy or sell an additional 5 days of annual leave (prorated for part-time employees).
  5. A private healthcare program.

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