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BFP Process Training Specialist
3 months ago
Overall purpose of the job
We are looking for an experienced trainer to join our successful and award-winning firm of Chartered Financial Planners and to support the business and our Financial Planners in the delivery of our service proposition to clients.
About Benchmark
Our award-winning, proprietary solutions cover regulatory, platform and investment services, and are designed to support advisers at every step of their journey – from starting and running a financial advice business more productively and effectively, to accelerating its growth and realising its value.
We support high quality financial advisers with our award-winning technology and support services.
And with our own Financial Advice business, we help families find solutions to meet their needs and aspirations and achieve peace of mind. By providing access to higher quality solutions, we make it easier for them to meet and exceed their goals.
Ensuring good client outcomes, with the client’s interests central to decision making, is very important at Benchmark. Treating Customers Fairly principles are embedded within our organisation and we take responsibility for embracing and promoting our duty of care to all clients, including those who may be more vulnerable than others.
The base
You'll be based at our Schroders Business Campus near Horsham in West Sussex. It has high standards and international reputation, without being in the city: a big, countryside campus means life will feel a little different. We support our offices by using cutting edge software and hardware and our spacious campus facilities mean there's a great working environment for the team. With an on-site restaurant, coffee shop and gym, our campus has much to offer. And commuters can relax on our dedicated regular shuttle bus to and from Horsham’s main line train station.
We know that helping you balance personal and professional commitments is a big part of that, so we're open to flexible working. Many of our staff work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need.
What you'll do
As a key member of the Client Services Team, your primary responsibility will be to ensure the execution of consistent and high-quality outcomes for our clients.
This is a key role in a team which supports the growth aspirations of the business by delivering scale, efficiency and integrity in our client proposition.
Key Role Element - responsible for the delivery of training across all processes carried out in Client Support which includes both administration activity and paraplanning.
• To design and deliver procedural training to all new starters and existing employees within BFP support teams to develop colleagues to minimise any technical skills gap across the team.
• Work with BFP Management and Team Leaders to identify process training requirements at both individual and team level.
• Maintain a product knowledge / technical skills matrix to identify procedural knowledge gaps across BFP Support teams and have visibility of competency levels across the team and to help prioritise training activity.
• Carry out random oversight of work completed to identify where processes are not being followed and will work with the Team Leaders to understand the rationale and any remediation action.
• Challenge the current way of working and work with Team Leaders and Compliance to refine to a more efficient but compliant way.
• Work with BFP Operations Team to ensure all Acquisitions are onboarded effectively into Client Services with our processes embedded from outset.
• Work with Stakeholders across the business to ensure Client Services is business ready for change to systems or regulatory impact on processes.
• Review complaint/feedback activity to identify trends and root causes for future training requirements.
• With a thorough understanding of our proposition and processes, you will ensure the delivery of a positive client journey.
• Identifying opportunities to improve processes and procedures as part of continuous improvement.
• Engaging with our internal technology teams to help drive increased automation in our operational processes.
• Review and analyse feedback data from BFP process training and support post training follow ups as well as implementing any necessary improvements.
• Seek involvement in projects where new procedures, or procedural change are likely outcomes and offer insight and guidance.
• Use innovative/varying methods of training to deliver the process training which will vary dependent on subject matter and evaluate the effectiveness of the training.Evaluating the effectiveness of the BFP Process training solutions that are developed and delivered and provide accurate and meaningful MI to the BFP SMT.
• Produce regular MI to senior management to summarise current position and highlight any adverse issues or trends.
• Develop and maintain effective working relationships across BFP and the wider business.
The knowledge, experience and qualifications you need
What you'll be like
• Enthusiastic, conscientious with attention to detail and to have a continuous improvement mindset.
• A positive attitude, proactive problem solver who is committed to excellent client outcomes.
• A genuine interest in understanding the lifecycle of financial planning and how our systems and propositions underpin the client experience.
• Ability to read audiences and flex your style and approach as necessary.
• Strong written and verbal communication skills.
• Strong problem-solving askills.
• The ability to thrive in a challenging, fast paced environment.
• Willingness to learn new systems, concepts and broaden knowledge in the industry.
• Ability to effectively manage and prioritise multiple tasks.
• Highly motivated and willing to both drive and embrace change.
• Outcome orientated.
• Innovative.
• Able to work independently and on own initiative within specified guidelines or process.
• Able to work collaboratively with others.
• Able to work on a number of different priorities simultaneously.
We're looking for the best, whoever they are
Our purpose is to provide excellent client outcomes and service. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics.
