Senior Advisor Engagement Manager

3 weeks ago

Salisbury, Wiltshire, United Kingdom Nucleus Financial Full time

Position Overview

We are seeking a dedicated professional with outstanding client service abilities to step into the role of Senior Client Relations Manager.

Your primary responsibility will be to oversee a diverse portfolio of advisory firms, collaborating closely with designated account managers and support teams to deliver an exceptional service experience.

This role is pivotal in nurturing relationships with both new and existing advisory firms. You will be tasked with ensuring that our clients are prioritized in every interaction. By managing your own set of advisory partners, you will work cross-functionally to address inquiries efficiently, always aiming for optimal outcomes for our clients.

As a representative of Nucleus, you will be a trusted partner for our advisers, known for your reliability and commitment to achieving the best results for their clients. Organizational skills are essential, as is the ability to collaborate effectively to foster innovative solutions. You will join a dynamic and supportive team that values continuous learning and professional growth, making this an excellent opportunity for career advancement.

We embrace hybrid working arrangements, considering individual circumstances, although a strong presence in the office is essential to support our service model.

We invite you to consider this role if you are passionate about:

  • Delivering exceptional service to every adviser and client you engage with, possessing a deep understanding of their needs and how our systems can meet them.
  • Managing various communication channels, including calls and emails, while maintaining thorough documentation.
  • Collaborating closely with firms to enhance their customer experience, leading regular service discussions to keep them informed and drive necessary improvements.
  • Effectively handling escalations, unique requests, and process inquiries, ensuring seamless service delivery.
  • Working with others to devise the best solutions, even in high-pressure situations.
  • Maintaining and refining processes and procedures, establishing documentation standards within your team.
  • Taking initiative to challenge existing practices and discover more efficient methods.
  • Planning and managing your workload independently, ensuring adherence to deadlines and performance metrics while supporting team members as needed.
  • Exhibiting a positive attitude and adaptability in a changing environment.
  • Embodying the values of Nucleus and understanding the impact of your approach on clients.
  • Taking responsibility for resolving issues that may arise.
  • Actively pursuing your own professional development and seizing opportunities for growth.

Ideal Candidates Will Have:

  • Comprehensive knowledge of financial products, regulations, and procedures, including an understanding of documentation requirements and processing guidelines.
  • Extensive familiarity with our platform and industry standards, including a detailed grasp of our offerings.
  • A solid understanding of firm structures and their propositions.
  • The ability to prioritize tasks in a fast-paced environment, ensuring timely responses to critical matters.
  • A confident communication style and a collaborative mindset.
  • A strong awareness of risk management, adhering to policies related to AML, identity verification, data protection, and security.
  • Knowledge of regulatory and company-specific policies.
  • Understanding of data outputs and analytics tools, such as Power BI, to support your work and that of your firms.
  • Good judgment to achieve favorable outcomes for clients and advisers, considering jurisdictional limitations and processes.
  • Awareness of control frameworks and their implications for daily operations.

About You

Your peers would likely describe you as a skilled multitasker, adept at managing multiple priorities simultaneously and connecting various elements seamlessly.

You thrive in collaborative environments and derive satisfaction from achieving the best results for all stakeholders. Your ability to inspire others will shine as you advocate for our vision with enthusiasm and clarity.

At Nucleus, we value cultural contributions and diverse perspectives over mere technical skills. However, it would be beneficial if you possess:

  • Exceptional relationship management capabilities, with the ability to build strong connections and influence stakeholders at all levels.
  • Strong written and verbal communication skills.
  • Experience and understanding of departmental processes.
  • Proficiency in Microsoft applications, particularly Excel.
  • A commitment to high-quality work with meticulous attention to detail.
  • Excellent organizational skills and the ability to multitask effectively.
  • Analytical and problem-solving abilities.
  • A collaborative spirit, balanced with the ability to work independently.
  • A positive and professional demeanor.

About Nucleus

We are the Nucleus Financial Platforms group, dedicated to enhancing retirement experiences. At Nucleus, people are our priority—whether colleagues, advisers, or clients. We believe that collaboration leads to the best outcomes, and together, we have shaped our platform into what it is today. We work diligently and celebrate our successes.

Our goal is to create a distinctive platform that places the customer at the forefront, requiring us to rethink traditional approaches. While we have made significant progress, our mission remains focused. Our culture, values, and commitment to social responsibility are paramount, as we recognize their importance and impact.

Our culture distinguishes us from others. We strive to create an environment where our team members feel empowered to make a difference, are recognized for their contributions, and enjoy their work.

Commitment to Inclusion and Diversity

At Nucleus, we genuinely care about inclusion. It is not merely a checkbox exercise; it is integral to our culture and operations. We believe that a diverse workforce enhances our ability to problem-solve and better represents our customer base, which is essential for product development.

We offer a comprehensive benefits package that addresses the needs of our employees, including a non-contributory pension, bonuses, enhanced parental leave, emergency paid time off, health and wellness initiatives, and flexible working arrangements.

If you would like to learn more about Nucleus or this role, please reach out to our People team.

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