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Overview
Our client is a financial advisory firm offering bespoke financial planning for senior medical professionals. They are currently looking for a Client Services Team Manager.
The Client Services Team Manager coordinates and manages the Client Services Team, who are responsible for ensuring that the Financial Planners and Assistant Financial Planners have all the information they need to support clients.
Responsibilities
General
- Keep up to date with new product, technical or legislative changes within the marketplace.
- Comply at all times with the Compliance and Training and Competence Procedures of the firm.
- Comply at all times with the requirements of the Financial Services and Markets Act 2000, the Financial Services Act 2012 and the regulatory Principles, Rules and the Code of Practice for Approved Persons.
- Keeping up to date with financial products and legislation through continuous professional development (CPD), in line with the required rules.
- Where required by law and/or company policy, to maintain a record of a minimum of 15 hours of such CPD activity.
- This role has been identified as being a role which includes competencies falling under the ESMA Guidelines for the assessment of knowledge and competence, effective from 3rd January 2018.
Discovery - finding all relevant information to enable the company to give the best possible advice to new and existing clients
- Oversight - CST should be liaising with their AFP/FP teams regularly to assess priorities and action workload appropriately
- Oversight - CST need to maintain accuracy, including completion of application forms, signatories and compliance with anti-money laundering regulations
- Ensuring a high standard of support is provided by the Client Services Team to AFPs and FPs
- Ensuring CST are keeping our back-office system up to date with client information
Onboarding - making the client onboarding process as smooth and painless as possible
- Ensure Client Services follow the Empowerment Pathway process and process for ongoing management of clients
- Ensuring all documentation is completed by relevant members of the Client Services Team
- Ensuring financial provider liaison is conducted in a timely and effective manner
- Monitoring timely action of tasks in line with our internal Service Level Agreements
- Ensuring funds are properly received and logged
- Support for any technical issues with the client portal
- Support FPs and AFPs should the process slow down and mitigate any risk factors
Process Improvement
- Identify areas for improvement in the current process.
- Identify training and documentation needs, and address these immediately.
- Determine effective route forward to improve current process including technical solutions if relevant.
- Properly cost any proposed improvements including, presenting options to the Operations Management Team for assessment and approval.
- Implement and train process changes and improvements approved by the Head of Advice Delivery.
Team Management
- Define and develop the future team structure as an iterative and continuous process
- Define and develop skills and characteristics needed in the team for recruitment improvement purposes
- Identify people with potential and support their career development
- Ensuring that there is a sufficient Client Service presence via management of office/WFH rotas
- Daily checking of workload via the CURO task system to ensure a fair spread of work in the team
- Oversight and management of cover in the event of annual leave/sickness
- Running of weekly and monthly Client Service Team meetings
- Regular contact and check-ins with individual members of the team
- Maintain oversight of the front of house function
- Hire for future success, identifying potential resourcing needs to the Head of Advice delivery and contributing to the recruitment process.
- Regular reviews of performance to focus on continuous improvement and driving success in the team
- Escalate concerns on performance and / or attitude to Head of Advice Delivery/Head of Operations when relevant
Requirements
- Good technical competence with CRM systems
- Very comfortable with technology
- Confident with external interactions
- Have a minimum of 3 years experience in a financial services role or previous management experience in this capacity
