Job Title:
Service Manager: Workplace and Investment Services

Location:
Belfast

Hours: Full Time - 35hrs Per Week

About Us

We're a specialist UK financial services group focusing on attractive segments of the UK retirement income market. But guess what, we're not your traditional financial services company and we're not just looking for traditional financial services people.

We need agile operators, who can quickly find solutions and are committed to doing the right thing for our customers. To fulfil our purpose to help people achieve a better later life.

In 2021 we were named as one of the UK's 100 Best Large Companies to work for and accredited as a 2 star organisation, representing outstanding levels of engagement. Alongside these we were also recognised as one of the Financial Services' 30 Best Companies to Work For, London's 75 Best Large Companies to Work For, South East's 100 Best Companies to Work For and Northern Ireland's 10 Best Companies to Work For.

We're extremely proud to have achieved this against the backdrop of the pandemic and the many challenges it posed to our colleagues and customers.

The Role

As a Service Manager for the Workplace , Destination Retirement and HUB Investment Team, you would Strengthen customer advocacy through the delivery of a prompt, efficient, friendly, knowledgeable service from a team based contact centre/administration environment.

Examples of Key Activities:

• Ability to make key decisions on competing priorities and fluctuating workloads independently
• Attend partner/supplier regular meetings to update on current service levels/raise issues
• Timely escalation of service concerns to Manager
• Monitor and report team's performance against agreed standards/SLA levels
• Review documents in relation to the service for appropriateness
• Analyse all operational losses and take action to mitigate repetition.

Skills and Experience

Essential:

• Relevant degree educated or a combination of the following qualifications: FA2Pensions administration, FA5 Individual savings accounts administration, FA6 and FA4 Equivalent Investment client servicing and Collective investment scheme administration
• Experience in Investment Platform and Pensions Administration Management
• Supported continuous improvement and can demonstrate how to drive efficiency in services
• Leadership and influencing skills
• Excellent interpersonal and communication skills
• Customer and sales focused
• Ability to work as part of, and develop effective teams in order to deliver results
• Resilient and able to adapt
• Ability to assimilate Management Information to identify trends/resource requirements/areas for improvement
• Well organised with a high level of self-motivation and enthusiasm to succeed.

Desirable:

Willingness to continue professional development to further support current role or in a recognised career path as agreed by line manager.

Working for us, you get rewards...

• A Competitive Salary, amazing Pension Scheme and Life Assurance
• Along with 28 Days Annual Leave plus an Additional Day on us for your Birthday
• Private Medical Cover and Income Protection, just in case
• A Bonus Scheme that takes a balanced approach and looks at both `in role performance' but also `the behaviours and attitudes you exhibit at work'
• FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
• Plus we have a variety of Employee Funded Benefits available to you via our Online Benefits Portal