Key Accounts Team Leader - Bath, United Kingdom - Novia Financial

Novia Financial

Verified Company

Bath, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Key Accounts Team Leader

Department:
Key Accounts

Reports to:
Senior Manager - Client Services
**Main Location: Bath - Enjoy the Flexibility of Hybrid Working

About us:

Novia Financial is an award-winning financial technology company based in the heart of Bath, just a 5-minute

walk from the train and bus stations. We launched to market in October 2008 to provide a comprehensive

wealth management service or 'full wrap platform' for Financial Advisers and their clients.

Novia provides a transparent pricing structure as well as access to a wide range of product wrappers, an all
- encompassing suite of portfolio management tools, and access to an extensive range of investments.

About the role:

Manage the day-to-day work requirements of the team in relation to both the inbound contact and
specific administration of key processes and service delivery to key account advisers and supporting

firm members. 

Supporting the team to build and maintain strong working relationships with our advisers and clients. 

Ensure that specific key processes to be undertaken by the team are carried out to the highest standard
and result in good client outcomes. 

Ensure that all calls into the department are either through the relevant Call queues or via personal
extension numbers are answered in a timely manner and any missed calls are responded to as soon as

possible and within a set target response time. 

Responsible for the investigation and resolution of any complaints, breaches, and escalated queries. 

Working closely with key stakeholders across the business, to develop a market-leading service
delivery. 

Provide meaningful MI and data and use this to recommend relevant and positive changes to support
efficiency and effectiveness in service delivery. 

Use the MI and data gathered to produce accurate and relevant reporting to support the senior
leadership team. 

Be responsible for capacity planning and working in partnership with the leadership team to recruit new
employees including evaluating the current relevant tasks and identifying what skills and experience are

needed, reviewing CVs and interviewing potential employees. 

Oversee and monitor adviser activity and take proactive steps to reduce inbound contact in a way that
works for both us and our advisers. 

Develop, monitor and manage KPI's for the team and use these to aid in performance conversations. 

Organise team rotas, schedules, and diaries to ensure maximum efficiency and sufficient cover of the
various duties undertaken by Client Services Executive. 

Provide feedback to the CSE Manager, highlighting areas for improvement and development. 

Working closely with teams across IT and Operations, developing new processes and challenging
existing ones to maximise efficiency and accuracy. 

Communicate with other teams across Operations to ensure the team is abreast of any upcoming
changes. 

Take an active role in team meetings, ensuring that the team are informed, providing direction, and
gathering feedback. 

Ensure regular one-to-ones and formal appraisals are undertaken with team members, and that
business focused development action plans are implemented, reviewed and acted upon. 

Arrange training where necessary to ensure the team are fully compliant with procedures relating to
risk, confidentiality and data security.

Key Responsibilities:

Continually focus on the delivery of market leading customer service to ensure that the
Novia/Wealthtime is highly valued by our advisers. 

Ensure all items received by the team are processed within the relevant SLA's and achieve the CX good
customer outcomes in line with the department objectives. 

Ensure that any breaches and complaints logged within the department are investigated and where
appropriate resolve within the required period. 

Provide direction and support to the team, to enable them to perform their roles to the highest levels of
accuracy and effectiveness. 

Ensure the team adheres to Financial Conduct Authority (FCA) regulatory requirements. 

Manage risk effectively by informing the relevant stakeholder if any incidents, 'near misses' or
exposures to Novia's risk profile are identified. 

Identify, assess and resolve operational risks, regulatory processes and functions in line with Company
Audit and Compliance directives. 

Carry out quality assurance to provide coaching and feedback to the team in line with the
Novia/Wealthtime tone of voice and values. 

Working closely with other department to make positive change to processes where appropriate to
maximise efficiency and accuracy for our advisers and their clients. 

Able to work after core hours and on weekends when required, on team or business projects as well as
during IT releases and upgrades. This may also mean working remotely from time to time. 

Ensure regular one-to-ones and half-yearly appraisals a