Client Support Team Leader

2 days ago

Horsham, West Sussex, United Kingdom Schroders Full time
About the Role

We are seeking an experienced Client Support Team Leader to join our Financial Planning team at Schroders. As a key member of our client-facing teams, you will be responsible for leading our Client Support team to provide exceptional support to our financial planning advisers in all aspects of their advice process.

Key Responsibilities
  • Lead the Client Support team to ensure effective administration processes and efficient support for Financial Planners.
  • Provide daily support to the administration team, assist with queries, and refer to the Wealth Planning Director or HR as needed.
  • Assist the Wealth Planning Director with recruitment requirements for the administration team and liaise with HR as required.
  • Support with administrative functions, complete and submit applications, and maintain data accuracy on Enable (internal CRM system).
  • Ensure behavior and conduct protocols are observed, and confidentiality policies are adhered to.
  • Ensure effective communication channels between support staff, advisers, and management.
  • Demonstrate high standards of competency and skill across the administration team and function.
  • Monitor team workflows, oversee individual capacity and performance, and complete regular one-to-ones with team members.
  • Provide comprehensive inductions and monitor ongoing training requirements for the Client Support and adviser teams.
  • Identify strengths and areas for development within the team and organize structured training to improve knowledge and skills.
  • Encourage personal development, professional exams, and progression within the support and wider teams.
  • Liaise with advisers and deal with escalations in a timely and efficient manner.
  • Facilitate regular adviser forums to encourage open communication regarding working practices.
  • Ensure the annual wealth service review process is executed to the required standard and escalate concerns to the Wealth Planning Director.
  • Oversight of telephony performance across the administration function, ensuring all calls are handled proactively and efficiently.
  • Provide regular and ad-hoc reports to Wealth Planning Director/Senior management on key metrics and performance within the Client Support function.
  • Oversight of new business submissions, ensuring new business processes are followed and compliance uploads to Enable.
  • Deal with telephone and email enquiries from clients and providers.
Requirements
  • Motivated and comfortable working in teams, able to act on your own initiative and develop collaborative relationships.
  • Ability to prioritize multiple tasks in a deadline-driven environment, make decisions, and work calmly under pressure.
  • Experience of managing people within a team is essential.
  • Experience with Client Management Systems and digital client meeting tools, such as Microsoft Teams, and solid systems experience with Microsoft 365, CRM, and compliance systems.
  • Experience working within a regulated industry and the expected requirements of the FCA would be an advantage.
  • Ability to complete educational and training tutorials on internal client management and client asset custody and administration systems.
  • Aspirational, embracing change, and understanding and sharing our guiding principles of creativity, quality, security, community, and sustainability.
  • Passion for leading, inspiring, and motivating a team, constantly looking for ways to improve and enhance our service offering.
  • Actively contributes to the evolution of our business and its proposition through constructive client-centric feedback.
  • Excellent telephone manner, communication skills, and high standards of literacy are essential.

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