Head of Platform Service Team

Purpose

Reporting to the Head of Platform, this role will lead and manage the hybrid-location based team who support to the 7IM platform clients. Senior platform service managers will report into this role, who manage a team of platform service managers. On a daily basis the role will provide support, training and mentoring to the Platform Service team to enable us to deliver service excellence.

As a point of escalation the role will also involve direct telephone and email contact with clients and their wealth managers, developing business support relationships with them, and taking responsibility for the accurate administration of their business with 7IM.

The role will also work across the business, engaging with our Platform Relationship Managers, BAMs and BDMs to continuously improve the service offered and have a deep understanding of client needs. The role will also have regular interactions with the operations, risk and transformation functions.

Responsibilities

• Responsible for the monitoring and delivery of the Service Key Indicators and delivery of service excellence to our platform users.
• Define and execute a strategy for contact excellence that enables us to deliver great consumer outcomes, including for customers who may have vulnerable characteristics.
• Manage the day to day running of the team - creating the team rota, training & development plan for the team, performance management, appraisals. Ensure accurate logging and recording of contact.
• Building a knowledge hub to enable accurate and timely responses to queries
• Lead and organise the team in the undertaking testing of the platform for new releases and make recommendations for improvements to the process. Ensure test scripts are maintained and kept up to date
• Make recommendations for changes and improvements to the platform. Including exploring new technology (such as AI) to support our service excellence goal
• Business readiness - as our transformation programme delivers ensure the team understand any system and or process changes and can successfully deploy new functionality to our users.
• Act as point of escalation for the Platform Service Managers Team
• Liaising closely with relevant members of the Operations team to ensure full communication and understanding, minimising errors and maximising service levels. Ensuring we act within our defined risk appetite.
• Other, as reasonably required by your line manager and 7IM.
• In this role, it's essential that you consistently follow the FCA's Consumer Duty principles. You're expected to act in good faith, prevent potential harm, and actively support our customers in achieving their financial goals.
  

Knowledge

• Knowledge of the UK platform market, including the regulatory environment
• Knowledge of platform administration, including tax wrappers
• Knowledge of Pershing systems and procedures would also be beneficial
• Experience of retail investments and investment management (including operational knowledge) would be advantageous.
• Understanding of the advice process and advisory market in the UK
• Relevant regulation and policy knowledge
• Excellent working knowledge of e-business, especially in applications to Financial Advisers

• Relevant Financial Services qualifications are useful but not essential.
• Ability to build rapport with team and with external users.
• Accuracy, thoroughness and attention to detail in order to maintain the highest levels of service
• Written skills, in order to clearly, concisely and thoroughly present information to clients, wealth managers, regional platform relationship managers and their teams.
• Assertiveness and tenacity combined with diplomacy and sensitivity, to build and maintain good relationships with clients, wealth managers and colleagues across the company. The ability to drive through and ensure that necessary actions are taken to service the clients, whilst maintaining positive relationships with them and within the company
• Planning and organising skills to maximise the efficiency of operation and service, including prioritising appropriately
• Flexibility and innovation to handle and support changing (and sometimes conflicting) needs and demands, and continually to improve working practices
• Resilience in order to manage conflicting priorities and demands, ambiguity, high work load and other business prerogatives