Team Manager

Equiniti (EQ) is a leading UK Business Process Outsourcer specialising in providing complex administration and payment solutions underpinned by world class proprietary technology platforms. EQ has over 2,000 clients spanning the private and public sectorincluding 50% if the FTSE 100. We process £72 billion in payments every year, handle 88 million documents, 2.6 million enquiries and pay 20% of pensioners in the UK.

Working in partnership with some of the most successful companies and government agencies in the UK, the qualities of excellence, integrity, professionalism and innovation are therefore at the heart of everything we do to develop and maintain lasting commerciallyviable client relationships.

Our people and platforms connect businesses with markets, engage customers with their investments and allow organisations to grow and transform. Our vision is to help businesses and individuals succeed, creating positive experiences for the millions of peoplewho rely on us for a sustainable future. We provide share registration, deliver services for reward and benefits and develop solutions for customer management in regulated industries. Our work with some of the most significant organisations in the UK and USmeans we engage with 29 million of their shareholders, pensioners and employees.

**Role Summary**:
Working as part of a wider team, whilst supporting all stakeholders, you as Team Manager are there to guide, develop and motivate your team to achieve all performance measures, both as an individual and as a team and support a culture where your teams arefull of pride and passion for what they do.

You will create an environment which is well structured and supportive, ensuring your team has the requisite knowledge and skills whilst providing ongoing opportunities for personal development.

You need to take ownership of tasks and decision making, identify prospects for continuous improvement within your area of control and support full succession and resource planning to meet all departmental requirements and needs.

The Team Manager role is a certified role under the Senior Manager and Certification Regime (SMCR) and the role holder is required to comply with the FCAs Conduct Rules. A mandatory requirement of the SMCR is for EQ to certify that the role holder is fitand proper to perform the duties on an ongoing basis.

Skills, Knowledge & Experience:

- A strong understanding of UK pension products and retirement options.
- Excellent communication skills - both written and verbal.
- Experience of delivering exceptional customer service.
- Attention to detail and ability to define processes and procedures.
- Ability to develop positive and productive relationships with customers and clients.
- Computer literate with a willingness to learn a variety of systems.
- Strong numeracy and literacy skills.
- Excellent problem-solving, communication and interpersonal skills.
- Good people management and interpersonal skills.
- Coaching, training and motivation.
- Performance management.
- Organisational, planning and prioritising work.
- Improving standards and developing new procedures.

Duties/Responsibilities:

- Control, review and monitor all service standards and activities to ensure they are being met, to the required quality standards identifying resources to achieve this.
- Through the use of planning software ensure the team is resourced effectively to enable consistent planning and performance management sharing shortages or latent capacity.
- Use the Performance Management framework to undertake regular one to ones, appraisals, quality and activity feedback and drive training and development.
- Know your customer and be engaged with stakeholder(s) responsible for the client relationship.
- To guide, coach, develop and motivate your team using the tools and resources available.
- Set key clear Key Performance Indicators (KPI) and objectives to ensure individual engagement and contribution to the team goal.
- Communicate effectively with your team, peers and the wider group, including the use of daily huddles.
- Complete the recruitment process from raising the vacancy to on-boarding thereby meeting the team’s resourcing requirements.
- Ensure all processes are regularly reviewed, continually improved and the procedure notes are kept updated to reflect the process, adhering to regulatory and legislative requirements.
- Ensure all compliance monitoring and audit actions are completed to the required standards and within the target date.

EQ Benefits

Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:

- 28 days + 8 bank holidays. Option to buy more days through salary sacrifice.
- A cash payment annually towards flexible benefits, e.g. dental insurance, gym membership, the above extra holiday etc.
- 4 x Life Assurance.
- Company sick pay (2 months full pay, 2 months half, following probation).
- Matched pension scheme (e.g. you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).
- Discounts with major retailers (EQ Wins).
- Maternity or adoption leave of 3 months full pay, with return to work bonus / 2 weeks paid paternity leave.

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