SIPP Service Team Manager

OverviewJoin to apply for the SIPP Service Team Manager role at 7IM.This role within Operations is responsible for leading the SIPP Service Team at 7IM reporting into the Head of Pensions & Operational Control. This will specifically focus on the operational running of the 7IM SIPP contact and administration processes carried out internally and our outsourced SIPP administration partner. The role is expected to build positive and lasting relationships between the 7IM departments, its clients and our outsourced administration partner. It will provide leadership to achieve all stated objectives, aims and targets and ensure the strategy, vision and culture are aligned to the business’s goals. ResponsibilitiesSIPP ContactEnsuring calls are answered in a timely manner and measured against agreed service levelsEnsuring written correspondence is responded to within a timely manner and measured against agreed service levelsEnsuring the team is able to answer or know where to source the answer for queriesRegular reviews of client contact (phone and written) to ensure team are providing good client outcomesEnsuring all security measures are adhered toEnsuring correspondence is sent out to clients in an accurate and timely mannerSIPP AdministrationEnsuring all client account openings are completed in a timely manner and comply with 7IM and HMRC guidelinesEnsuring all client maintenance is completed in a timely manner in 7IM, Pershing and Imago systemsEnsuring the process of contribution payments into the SIPP and Direct Debits set up where required in a timely mannerEnsuring payroll is processed in an accurate and timely mannerEnsuring AML checks for new and existing clients – including KYC and bank account checks are carried outLiaise closely with front office and Transitions teams to ensure an efficient opening and transfer processManaging the Money In and Money Out bank accounts to ensure funds are allocated in a timely mannerEnsure compliance with industry regulation – specifically MiFID II and AEOI legislationManagementDaily management of SIPP Service Team – 10 direct reportsCarrying out staff reviews and training requirementsEnsuring team are engaged in 7IM projects with regular updates and team meetingsEscalation point for the SIPP Service Team providing support when requiredCompile daily / weekly / monthly MI to help manage volumes within the teamsAttend regular meetings with third party administrator to ensure service levels are being adhered toReviewing and producing MI on complaints and errors to establish any trends and reduce future occurrencesOtherLeading 7IM SIPP process improvements and change to ensure operational efficienciesBuild good and lasting relationships with clients (internal and external) and understand their motivationsAct promptly and professionally to resolve client (internal and external) and colleague enquiries or concernsAdhere to 7IM procedures and policies ensuring they are reviewed and signed off on an annual basisTreat clients (internal and external) and colleagues fairly and adhere to the 7IM mission and tenetsOther responsibilities as reasonably required by line manager SkillsAccuracy and attention to detailAbility to effectively manage a teamExcellent telephone manner including the ability to actively listen to, troubleshoot and resolve customer queries, being a point of escalationProcess analysis and designOrganisation of own workload to meet deadlinesGood communication skills, both oral and writtenAbility to see things through to their logical conclusionAbility & willingness to identify and suggest improvements in processes / service levelsAble to take ownership of tasks and see them through to completion as well as use own initiative to come up with solutions KnowledgeKnowledge of the UK Platform marketProven experience in SIPP administrationExperience in managing a contact functionExperience within a wealth management or asset management environment is desirableStrong knowledge of client account records, including AML client ID guidelinesUnderstanding and knowledge of MiFID II requirements and internal 7IM policiesKnowledge of Pershing systems is an advantageFamiliarisation with Dunstan Thomas’ Imago Back Office software to be able to look up information when answering queries QualificationsCandidate must hold 5 GCSEs or above including a C grade in Maths & EnglishRelevant Financial Services qualifications are useful but not essential Other Relevant InformationThis role works closely with others within the operations team and business, sharing the workload and responsibility so a ‘team’ attitude is needed – helping others when requiredFlexible attitude to duties as training will be given in all aspects of the operations roles and the successful candidate will probably have to provide holiday coverFlexible attitude to working hours – sometimes the workload will demand additional commitment outside the contractual hours About UsNot Specified #J-18808-Ljbffr