Team Manager (ref: 016)

Role Summary

Leading and managing a team of Client Associates, monitoring delivery, resources and quality of client service. Responsible for the motivation, training and development of the team, and oversight of all work items cradle to grave to ensure service remains within SLA’s and to a high standard. Daily operational responsibility to manage and support the team so that business, departmental and individual objectives are achieved whilst also ensuring company policies, governance and legislation needs are met. There will also be a requirement to work closely with the Head of SSAS Operations in order to provide solutions to business requirements.

Key Accountabilities

• Direct, manage train and support the Client Associate Team to deliver high quality performance, in line with business and departmental aims.
• Lead, motivate and empower team members promoting the culture, conduct and behaviours required to support good customer outcomes, setting an example to the teams at all times – role models the PEER values.
• Develop the team working ethos and morale within the unit, always ensuring the team are engaged and working as a whole to deliver excellent customer service to clients and third parties at all times.
• Collaborate with peers regarding work management, maintaining a flexible approach to achieve a positive outcome for the business
• Monitor and manage team work flow and resource allocation ensuring team workload is processed in accordance with SLAs, internal and external deadlines and to quality standards.
• Ensure that all work received within the team is recorded accurately in the OMNI Worklog using the appropriate task types, with appropriate notes made to reflect the status of work undertaken. Ensure that the Worklog/Workflow tool is kept up to date on a daily basis by all Team Members.
• Responsible for ensuring all cradle to grave activity across the Client Associate portfolios, including future dated work, is scheduled in the workflow diary system accordingly.
• Ensure that VC and OMNI records are up to date and accurate and that use of functionality within the appropriate systems are maximised as far as possible.
• Take personal responsibility for own and team’s adherence to systems and controls in place for the business, ensuring data integrity is maintained and improved at all times.
• Monitor debt across the Client Associate portfolios, ensuring the relevant actions are being taken to recover debt owed, and ensuring all ad-hoc fee requests are raised where necessary.
• Responsible for ensuring all schemes have up to date Expression of Wish on file for all member trustees across the teams portfolios, and dated within two years.
• Responsible for ensuring all death cases are recorded and acted upon pro-actively, monitoring regularly to ensure two year deadlines are met and escalating any cases requiring Committee approval at the earliest opportunity
• Identifying areas for improvement and assisting with training and development of individuals to fill performance and skill gaps.
• Seek support and guidance from Head of SSAS Operations to manage absence, disciplinary matters, conflict resolution and team issues promptly, impartially, fairly and effectively in line with Company policies, procedures and culture.
• Conduct regular team meetings and direct reports 1-2-1’s and reviews as appropriate in a professional and effective manner in line with the performance management policy and training & competence scheme.
• Manage, conduct and document probationary, mid-year and annual reviews within business area in accordance with Company policies and timeframes and documenting accordingly.
• Responsible for performance management including identifying, and addressing where appropriate, performance gaps and development opportunities.
• Ensure that own and team members’ working practices comply with compliance and legislative requirements.
• Manage change whilst maintaining a positive attitude.
• Display a professional, motivated and pro-active approach to all workplace activities.
• Awareness of and adherence to Company/Departmental and product specific procedures and policies, working by example in line with Company values to minimise business risk.
• Assist with production of daily, weekly, and monthly management information, including workflow statistics. The ability to analyse trends and items outside of service standards and ability to assimilate information and identify trends and areas of improvement required and action accordingly.
• Contribute to projects when requested and deliver within set timescales.
• Identify any areas of key importance and/or risk and immediately report such matters to ther Head of Group Risk.
• Highlight any procedures and processes, changes and if requested write, maintain, review and implement with current guidelines and corporate decisions, in agreement with Head of SSAS Operations.
• Dealing with complex cases and complaints within set timescales and responsible for drafting final responses and resolutions to a high standard.

Comply with the Health & Safety Guidelines as set out in the Health & Safety Management System document.

Demonstrate behaviours in line with our Company Values ‘PEER’.

Ensure compliance with our Company policies, procedures and guidelines.

The role may be subject to credit & DBS checks.

Skills & Experience Required

• Previous line management experience (Desirable).
• Ability to manage and oversee a team’s workload
• Technical expertise in cradle to grave administration (Desirable).
• Ability to remain calm under pressure, whilst meeting quality standards and tight deadlines.
• Proven track record of consistently achieving set targets
• Ability to build strong working relationships with team members as well as internal and external stakeholders and colleagues.
• Ability to be organised and flexible to reflect the changing demands of the role.
• Ability to set targets and monitor performance, making adjustments accordingly
• Excellent customer service skills.
• Excellent written and oral communication skills.
• Set high standards for quality and quantity and work in a systematic, methodical and orderly way.
• Used to fast paced, regulated environments.

To apply, please email HR and attach your CV