Front Office Manager - Reading, United Kingdom - Guardian

Guardian

Verified Company

Reading, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Front Office Manager

Location:
Reading / Hybrid

Salary:
Competitive

Job type:
Permanent, Full time

Guardian has a single ambition, for every family to have protection that they truly believe in.

We aim to achieve that by challenging the market and offering a 'better' way for Financial Advisers and their clients.

In line with our brand promise Life. MadeBetter., we plan to make life better for everyone.

You'll be joining us at a time of rapid growth, with lots of opportunities to increase your knowledge and further your career.

You'll be part of an innovative business, with a team of people dedicated to doing the right thing for our customers.

A team whereyou can make a real difference and be part of a culture that encourages you to constantly challenge the norm and put our customers at the heart of every decision

About the role:

The Front Office Manager reports to the Head of Customer Service and is responsible for:
Contact Centre
Policy Servicing
Ensuring Guardian Customer Services proposition for both advisers and customers is delivered ensuring that the quality of our services continues to be recognised for leading the market
Managing resources within own area and ensuring the necessary competencies are maintained to meet business targets
Collaborate with Oversight & Controls Manager to ensure Standard Operating Procedure documents are reviewed against documented review dates and are maintained adhoc where changes in process are implemented through either regulatory changes or system enhancements
Collaborate with Oversight & Controls Manager to ensure Standard Operating Procedure documents are developed and agreed for new processes delivered through product changes / launches or system changes
Collaborate with Oversight & Controls Manager to continuously drive down breaches/process errors through provision of regular feedback, implementing changes to improve quality and / or address weaknesses as required
Collaborate with Back Office Manager and Proposition to implement Customer Retention strategy for advised and orphan customers
Manage performance / attendance issues within team promptly and with full HR engagement
Manage recruitment process through selection, screening, and onboarding
Ensure a robust training structure is in place and regularly reviewed for new recruits
Oversee individual PDP design, implementation, and progress for all staff regularly report progress against all to Head of Customer Services
Driving efficiency improvements to reduce the unit headcount / cost required to service new business and inforce book, including internal initiatives within the team as well as supporting crosscompany projects
Oversee the development and performance of your team to achieve the business and overall quality outcomes required liaise with T&C oversight manager to ensure training/knowledge gaps are addressed
Deliver monthly reporting against own responsibilities to Head of Customer Services for inclusion in Exco reporting
Manage risks within own area and review regularly with risk function

Direct Reports

Contact Centre

Team Manager x- This area is intended to grow over time as the business matures so this will increase

About you:

Knowledge:

Working knowledge of own process
Good understanding of industry practices and changes and considering implications of potential impacts
Regulatory knowledge (RO1 understanding)
CF1, RO1, and RO5 Desirable knowledge level
Good understanding of contact centre technology routing, IVR, WFM
HR policies and procedures, PDP's, PIP's evidencing decisions regarding people
Knowledge of relevant systems
Leadership knowledge management styles, Maslow hierarchy, situational leadership

Key skills required:

Accountability & ownership
Create a culture of professionalism in dealing with customers at all levels
Communicates clearly & consistently

Integrity

I do the right things even when noone is watching
Provide the benchmark for professional behaviour and challenge poor behaviour
Accessible and visible
I am trusted
Being able to view things objectively and pragmatically
Navigate business politics
Fosters and environment of diversity and inclusion
Creates a culture which places high value on collaboration and team work
Identify new and bold ideas to respond to opportunities that lie ahead
Looking for longterm opportunities that will create positive changes and taking action to make these a reality
Resilience; taking necessary actions and making hard choices to ensure results are delivered
Ensuring that performance is focused on continually improving outcomes for customers

Compliance

Incorporating & ensuring adherence to the FCA's "Treating Customers Fairly" consumer & conduct risk requirements
Completion of all mandatory compliance training

Please click on the
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