PURPOSE OF ROLE:
- To support the Operations Manager by overseeing the Client Services team processing new business, servicing and claims related tasks.
- The role requires an understanding of the needs of clients ensuring compliance with regulatory guidelines
- To work closely with the Accounts, Compliance and Relationship Management (RM) teams to ensure all tasks are processed accurately and in a timely manner
PRINCIPAL ACCOUNTABILITIES:
- Develop and provide superior levels of customer support by dealing with client and intermediary queries promptly.
- In conjunction with the Operations Manager, develop and manage a process to identify and track to completion of all work items received by the Operations team.
- Provide concise and professional support to professional intermediaries, investment advisors and clients by telephone, email, fax and post.
- Manage personal workload to ensure that tasks are completed within service standard.
- Ensure that the business meets all regulatory requirements associated with the activities carried out by the team.
- Develop, document and maintain departmental procedure as required ensuring periodic reviews are conducted.
- Manage filing and archiving to ensure that all client correspondence is stored correctly.
- Provide support for the Client Services team members as and when required.
- Advise the Operations Manager of any servicing issues or nonstandard requests and work with them to find resolutions.
- Monitor the quality of the work completed by the client servicing team.
- Support the Operations Manager with ad hoc tasks/projects as and when required.
- Assist in the co-ordination of the quarterly operational processes relating to the Operations Team.
- Provide regular and ad hoc reporting on work volumes, productivity and quality in respect of tasks completed by the department.
- Record and report any identified risks, data protection or regulatory breaches (including any issue that may impact on Treating Customers Fairly) as and when matters arise.