Description
The role
- Pro-actively developing relationships with clients and working with them to identify and make changes to our processes and procedures
- Promoting and ensuring delivery of all KPI targets for relevant clients, portfolios and administration teams which fall within remit
- Attending client meetings, ensuring full preparation is made and all actions are implemented
- Maintaining ownership of and making updates to allocated CS administration processes
- Identifying training needs within the team and recommending training where required
- Supporting the handling and resolution of dissatisfactions and complaints
- Authorisations of payments
- Being a role model for and supporting the Portfolio Administrators and Client Administration Supports
- Developing appropriate internal relationships within the business eg portfolio management
- Willing to work flexibly and in a challenging environment, at times.
- Coaching staff by identification of opportunities for improved customer service
- Being aware of, and operating within, the risk appetite of the company and understanding when formal assessment/escalation processes need to be invoked
- Awareness and delivery to Data Protection, Money Laundering and other legislative requirements for our industry
- Taking ownership and accepting responsibility with a "can do" approach
- Being aware of risks and controls, raising concerns immediately and observing company policies/procedures
- Knowledge of Corporate Pensions products and procedures
- Customer focused, with excellent communication skills
- Problem solving abilities
- Self-motivated with the ability to organise and manage workload
- A flexible approach
- Willingness to develop knowledge and take the lead in embedding new/revised processes
- Proactive in identifying and implementing ways to improve technical knowledge of administration teams
- Copes well with a change environment
- High attention to detail and values delivering a high quality of service