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Client Services Administration Team Leader

2 weeks ago

Bath, United Kingdom Wealthtime Full time

**Job Specification**:
**Location**
- Bath**Employment Type**
- Full time**Department**
- Customer Operations**Appointment Type**
- Permanent**Hours**
- 37.50**Ref No**
- 10123**Job Information**:
**About Us**:
At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.'

With new ownership since 2021 and significant investments of over £17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.

**About the Role**:
**About the role**

The role holder will manage the day-to-day work requirements of the team in relation to administration and the service delivery to advisers and end clients, and ensure the work needed to be processed by the team is carried out to the highest standard and within the specified service level agreements.

You will be responsible for the investigation and resolution of complaints, breaches and escalated queries, along with other areas of the business, to develop a market-leading service delivery operation.

Our hybrid working model offers a minimum of 3 days in the office, allowing for collaboration, networking, and team synergy. We welcome you to work in the office for up to 5 days a week if that suits your preferences and we believe in empowering you to choose the schedule that best supports your productivity and work-life harmony.

This role is in-scope of our Training & Competency Scheme to meet the requirements of the Financial Conduct Authority’s supervision of regulated activities. It is a requirement of this role that you hold appropriate qualifications, which can be completed during your first two years in-role if not already held.

This would typically be the CISI Investment Operations Certificate (IOC) - level 3, which is made up of three exams; an introductory unit, a regulatory unit and a technical unit; the “Introduction to Securities and Investment”, “UK Financial Regulation” and “Platforms, Wealth Management and Service Providers”, although other suitable qualifications can be accepted.

We will support you to achieve the necessary qualifications, if not already held, however, it is important to note that it is a requirement of your role that you achieve appropriate qualifications within your first 2 years in-role.

**Key Responsibilities**:

- Continually focus on the delivery of excellent customer service to ensure that the Company is highly valued by our clients.
- Ensure all items received by the team are processed within the relevant Service Level Agreement (SLA) and turnaround times.
- Ensure that all breaches and complaints are resolved within the relevant turnaround times.
- Interpret client instructions and issues arising, and then implement actions according to administrative policies, procedure guides and checklists.
- Provide direction and support to the team, to enable them to perform their roles to the highest levels of accuracy and effectiveness.
- Meet all Financial Conduct Authority (FCA) regulatory requirements.
- Ensure that the Treating Customers Fairly (TCF) principles are adhered to, including raising any areas for concern with either Line Manager or Compliance.
- Manage risk effectively by informing the relevant line manager if any incidents, 'near misses' or exposures to Wealthtime's risk profile are identified.
- Comply with all Wealthtime policies.
- Identify, assess and resolve operational risks, regulatory processes and functions in line with Company Audit and Compliance directives.
- Ensure team are fully compliant with procedures relating to risk, confidentiality and data security.
- Responsible for developing new processes and challenging existing ones to maximise efficiency and accuracy.
- Able to work after hours and on weekends when requested, on team or business projects as well as during IT releases and upgrades.
- Ensure regular 121s and half-yearly appraisals are undertaken with team members, and that business focused development action plans are implemented, reviewed and acted upon.
- On-the-job training, coaching and mentoring of team members undertaken. Putting together training plans for new starters.
- If required, assist with any discipline and grievance issues of staff within Company and employment law guidelines.
- Assist in the selection and recruitment of staff for the team as and when required.
- Be involved in resource planning and staff training across Operations.

**About You**:
**Specialist Skills, Qualifications and Experience**:
**Essential**:

- A minimum of one year's proven track record in administration, in a team lead or supervisory role.
- SIPP, Drawdown, GIA, ISA and Offshore Bond knowledge.
- Excellent interpers