Key Account Manager

About the role Working for the Adviser and Customer Experience Team within the wider COO function. Be part of the front line contact team, working hand in hand with sales to provide / deliver: - A single point of contact for Novia’s largest accounts / strategic partners including the relationship with any third parties such as DFMs. - Provision of an outstanding cradle to grave service model; bringing in experts, when required, to ensure the account and their end clients receive a consistent, intentional and award-winning experience. - Provision of training and oversight to ensure the Adviser firms use the platform efficiently and effectively - Provision of reporting; including the analysis of MI to support Sales and the Adviser Firms on how best to work with Novia including information to support the firms managing their own book such as business retention opportunities. - To attend service delivery meetings either in person or virtually. - Ensure a strong risk culture exists, safeguarding the customer assets at all times. Compliant to all applicable regulation and laws. - Day to day provision of a strong customer centric culture to work alongside the adviser experience creating an inclusive vulnerable customer experience - Understanding of dealing processes - Client Money Regulations (CASS Rules) - UK Platform and Tax Wrapper regulations - FCA T&C regulations - Business Risk Appetite - Vulnerable Customers - TCF - Customer Retention Activities - Digital Proposition and Processes - Risk and Escalation policies **Strategy, Vision and Leadership** - Contribute to the development of Novia’s strategic goals by supporting key accounts achieve the sales targets. - Ensure that issues impacting the relationship or evidence of retention concerns are escalated at the earliest opportunity - Maintain continuous lines of communication between Senior Manager - Client Services, Sales and Marketing and any other business areas needed to support the accounts. - Constantly challenge existing practices and processes and suggest improvements. - Provide an understanding of the industry and our competitors. Get closer to our Advisers and find out what they need and value. **Team Development**: - Be a champion of change, implementing and sustaining change within operations and across Novia. - Promote a culture of high performance and continuous improvement that values learning and a commitment to quality. - Ensure there is a strong level of oversight of all the key accounts across the team to ensure all absence cover is clearly understood and transition of "ownership" during periods of absence is seamless. **Planning and Organisation** - To manage own time and prioritise workloads to meet deadlines, changing demands and business objectives. - To make and implement decisions within clearly defined boundaries which positively impact on the achievement of operational, project and strategic objectives. - To proactively solve standard and complex problems including the recording of concessions and root cause analysis - To ensure MI is collated and produced to the highest level of accuracy for all required reporting. - Support the efforts of the sales force through providing effective assistance to IFA’s - Champion the goals and values of the organisation. - Drive initiatives in the Adviser and Customer Experience team that contribute to long-term operational excellence. **Communication and Influencing** - To adapt communication style to fit the audience in order to establish consensus and obtain agreement. - To explain concepts or difficult information to others in an easily understandable way - To communicate in line with Tone of Voice guidelines across all communication channels. Ensure follow the desired communication channel of key account. 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. / PrivateMedicalscheme (single cover that can be increased to FULL Family). / Incomeprotectionscheme. / Life assurance scheme. / Groupcontributorypensionscheme. / Interestfreeseasonticketloansfortravelcosts. / NoviaFoundationDayinsupportofcharitableactivities. / We encourage internal progression at Novia, 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 Novia. From rewards and incentives, remote team socials to fun quizzes, our friendly and welcoming teams at Novia strive to make our office a great place to work.