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Our client is the UK's leading company offering services and support to Independent Financial Advisers (IFAs) and other financial intermediaries.
The successful candidate will be responsible for the supervision of our client's Applications team. You will carry out quality reviews, ensuring best practice, complete regular one to ones and team meetings and carry out performance reviews as required. You will also ensure that the company is in line with FSA guidelines and company policy at all times. Additional duties will require you to:
* Manage the processes affecting the application process with the aim of continuous improvement
* Manage your team and provide a climate that facilitates their professional development through one to ones, training and counselling
* Manage communication with customers to ensure that we realistically set expectations of applicants and that the status of all applications are communicated when required to other areas of the business
* Establish short, medium and long term objectives for team that are realistic and achievable
* Manage the process to identify and schedule contract renewals
* Manage the process for conducting quarterly reviews matching authorised numbers on the FSA website with data held and report findings to Manager
* Understand all aspects of the proposition and services and ensure understanding amongst team
* Manage any projects necessary to benefit the team
* Provide support to team members in dealing with customer enquiries in a professional and efficient manner and provide technical expertise and support when required
To complete these duties successfully, our client requests that applicants hold the following key skills:
* Able to identify and provide viable solutions to all problems that arise in the Applications Section
* Willingness to learn new skills, take ownership and support the team
* Ability to work as part of a team and on own initiative
* Ability to motivate, set objectives and manage workflow for team
* Day to day judgement
* Relationship building skills
* Confident telephone manner
* Strong customer focus
* Awareness of impact on other departments
* Financial Services experience
* Familiarity with general office procedures
* Previous customer service experience
In addition, candidates should preferably hold FPC 1, 2 and 3.
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