Quality Lead - Leeds, United Kingdom - Interactive Investor Plc

Description

interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
We've been helping investors for over 25 years.

We're now the UK's number one flat-fee investment platform, with assets under administration approaching £55 billion and over 400,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs, and investments.

We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

The Pensions team sits within Operations, reporting to the Pensions Team Manager, the role holder is responsible for leading, coaching, and developing the team ensuring timely processing of all work into the department.

Ensuring that the team are delivering an excellent customer experience in regards to Sipp referrals, datafeeds, contributions, benefits, deceased, Pension Sharing Orders, and day to day administration tasks.

Also effective oversight of team members dealing with Secure messages, providing phone support for Customer Services.
Leads, coaches and develops the Pensions team, communicates company and operational goals and expectations.

• Motivates team members and assesses ongoing performance. Enhances team efficiency through effective resource management (including attendance), skills management, and agile work allocation methods.
• Owns and develops the ongoing training of new starters and existing team members, identifying areas for new training, skill checks and providing advanced industry relevant training to more experienced team members.
• As a member of the operational leadership team, lead and drive short and long term strategic plans through change and improvement initiatives to deliver sustained inbound contact reduction and operational efficiencies
• Keeps the Pensions Manager updated on team performance, and communicates concerns and policies among management and team members.
• Daily tasks allocated and completed, approval and authentication of work, quality assurance and rework analysis
• Oversight and sign off of the departments breaches, ensuring actions are achievable and delivered in a timely manner reducing risk and exposure
• Compilation of departmental MI to ensure we are achieving both operational and business performance.
• Passion for the ii business and growth journey, understand ii's financial and commercial objectives and current position.
• Excellent knowledge of wealth management and self-directed investment industry and the associated regulatory environment
• Knowledge & experience in Pensions.
• Customer Due Diligence and KYC knowledge.
• Ability create and interpret MI and statistics to critically analyse and forecast operational performance and customer trends.