Corporate Investment Customer Services Manager recruitment
Purpose of Role
To provide leadership to establish and manage the operational teams within Corporate Investment Platform (CIP) and Next Generation Solutions (NGS) Client Services to deliver a high level of service to the business partners and clients utilising the Friends Life CIP and NGS Platforms, and the Corporate Benefits PL.
To work with Corporate Benefit’s business partners and clients to understand, implement and deliver against target market service proposition requirements in order to be selected for, and retain provider panel position in chosen markets and support the acquisition and retention of business.
Principle Accountabilities
- To provide visible leadership to a group of team managers and their teams within CIP and NGS Customer Services to ensure service is regularly improved beyond existing standards in line with the moving market.
- To provide overall management of CIP and NGS related operations activities including:
- New Business onto the platform
- All investment administration and servicing functions
- All claims functions
- Re-registration of assets onto and away from the platform, in-species transfers and pre-funding
- Product administration for a range of products on the platform- Corporate Investment Plan (CIP); Flexible Retirement Account (FRA); Stocks and Shares and Cash ISAs; and Investment Account (IA).
- Regulatory reporting and MI.
- Negotiate, resolve and report complaints in line with agreed complaint handling procedures.
- To support the implementation management process of transitioning clients onto the platform, working closely with Corporate Benefits to develop business partner relationships and support the acquisition and retention of business on the platform e.g. supporting site visits and client meetings and presenting the service proposition at pitches and tenders.
- To evolve the service proposition by proactively engaging with Corporate Benefit’s target market business partners and clients to understand current and future service requirements, including non standard requests, and work with CS and Corporate Benefits to find solutions and implement accordingly.
- To recommend and manage budgets within agreed targets. To understand key cost drivers and maintain MI accordingly. To proactively work with Corporate Benefits to negotiate key requirements and recommend opportunities for investment and savings.
- To ensure that risks are managed within appetite including the identification of new risks and the ongoing control, treatment and review of new and existing risks.
- To recruit, appraise, coach and train people to high levels of effectiveness. Ensure resource pool is effectively developed and maintained to meet all Corporate Benefits and CS project support requirements in addition to client servicing requirements.
- Ensure measures are developed and monitored to deliver results and contribute to the strategic aims of CS and Corporate Benefits.
- Assist the sales team by delivering presentations and writing reports promoting our platform service proposition to potential and existing clients, and their advisers.
- To have a thorough understanding of the platform proposition and future market trends/issues/impacts/innovations in the workplace savings arena. Attend and participate in appropriate boards, forums, events and committees to support proposition development and activity.
- To work collaboratively with the Wildcat programme, Corporate Benefits and internal and external business partners on an ongoing basis to evolve the platform propositions and undertake projects as required.
- To ensure that all aspects of the administration team adhere to TCF principles, and TCF thinking and activity is embedded within the team culture.
Experience
- Significant experience of working within a Customer Service Environment within Financial Services, with at least 5 years at a managerial level
- Specific experience of setting up and managing a significant investment and product administration function, supporting multiple products and engaging multiple internal and external stakeholders
- Strong understanding of investment administration function, financial instruments and the systems and controls required for efficient and accurate investment administration
- Direct experience of developing and maintaining and delivering against operational Service Level Agreements with internal and external parties
- Demonstrable people management and leadership track record
- Experience of improving productivity and service standards within cost constraints, in a managerial role
- Thorough understanding of the Financial Services industry and regulatory environment, the platform and product marketplace and distribution opportunities
- Regulatory/Industry/Professional qualifications or FSA equivalent qualifications
Qualifications
- Graduate calibre, or educated to a minimum of ‘A-Level’ standard.
- CISI Qualifications or a willingness to achieve these within 2 years
- CII qualifications, or a willingness to achieve these within 2 years
Skills
Strong management and some technical skills are required, in particular the following are considered essential:
- Excellent leadership skills
- Strong communication including verbal and written presentation skills at a level suitable for external audiences
- Results orientated
- Coaching, developing and motivating of people
- Planning, organisation and prioritisation
- Problem solving
- Change management
- Team working across divisions
- Flexibility and adaptability
- Ability to engage key stakeholders, internally and externally
- Influencing at all levels
- Negotiating skills
- Positive role model
For further information, please contact johanna.polzmann@friendslife.co.uk
July 5, 2011
• Tags: Corporate Investment Customer Services Manager recruitment, Insurance careers in the UK • Posted in: Financial