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Location: Cirencester 2 days per week 3 remote days of your choice
Main Purpose of Job:
This is a vital role where we offer a first-class service to our Partners and Clients. As part of our Client Services Product Team, you will be responsible for the oversite of how our Administration Centres operate and uphold their service offering. You will be overseeing understanding and reporting the current service delivery position and supporting the wider team in improving the end to end Client and Partner administration journey.
Who we are looking for:
You will be personable and have a passion for building relationships with people, you will be adaptable and experienced working in a fast paced environment where no 2 days are the same.
Key Responsibilities of the Job:
Working with the Product Team Relationship Manager ( PTRM), and wider virtual Product Team, the role holder will:
Understand the relevant product and its associated processes, procedures, and correspondence at a detailed level
Identify improvement opportunities around the above and work with the nominated Service Improvement lead to drive forward the changes
Identify areas for Change and work with the Change Team to document the business case to support change and get the ideas prioritised into relevant roadmaps
Identify correspondence changes that could be progressed, where funding allows, and work with the Correspondence Team to align these changes to the relevant roadmaps
Ensure that product processes remain compliant with all relevant regulations, escalating to Senior Management where there are areas of concern
Complete proactive oversight of all key functions for the Product in terms of Quality and SLA delivery and, where agreed through the documented matrix management approach, pan product activities i.e., contact / complaints / bereavements etc (matrix supplied separately)
Actively participate in regular calls regarding business as usual (BAU)service delivery and produce relevant reporting from these meetings. The reporting should inform both internal to the Division and external stakeholders of the current service delivery outcomes
Establish a cohesive working relationship across the different Product Teams to ensure consistency of approach where beneficial. The aim is to build strong Product Teams but that must be balanced across the benefit of the overall service and not detrimental to the wider Division or Administration centres by teams working in isolation
Establish, develop and maintain trusted working relationships with contacts in the Administration Centres to aid overall service
Appropriately handle escalations received both in terms of resolution and root cause analysis
Where allocated as part of the matrix management, represent all Product Teams in specific areas of delivery (matrix supplied separately)
Identify issues that require formal communication to the various SJP communities and liaise with the Client Services Communications team to produce the relevant collateral
Provide input to, and where required attend, the relevant governance meetings agreed for the relevant product
Reinforce the SJP Brand and awareness within the Administration Centres either through formal training, attendance in the locations or through all interactions
Ensure the business’s and regulator’s principles and standards are upheld throughout the Client Services division and that the right client outcome is at the centre of everything we do.
We know that everyone works best in different ways, at different times and in different environments. We value all of our employees and appreciate that everyone is different, and at different stages within their career. Recognising this, we have introduced a hybrid working policy to provide greater flexibility for part-time work, job-sharing, remote working, and flexibility on hours. Our people are encouraged to work in a flexible way that suits their lifestyle, so please ask the question and start a conversation!
Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career-break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box.
Why work for us?
In addition to an attractive salary and eligibility to participate in the discretionary annual bonus opportunities, you will also receive an excellent benefit package including:
Non-Contributory Pension – 10% (increasing with length of service) with further pension matching
*Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.
Best in class terms and conditions including 6 months paid maternity and paternity leave.
Private Medical and Dental Insurance
28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy and additional up to 5 days
Discretionary bonus scheme dependent on company and personal performance, varied by level
*Not applicable to fixed term contracts (standard uplift applies in lieu of the protection benefits)
Our culture is the glue that binds us together - It’s one of our biggest assets and one of the biggest reasons for our success. It’s underpinned by core values of doing the right thing, being the best version of ourselves and investing in long term relationships.
We want to embrace diverse backgrounds and experiences to connect with clients, solve problems and innovate. We raise our voice on the things that matter to us and drive change from the front. Contributing to our inclusive culture is vital, ensuring a space for everyone to be their authentic self, no compromises.
In all we do, we consider how our work affects the communities in which we belong. Over 96% of our group employees are involved in supporting our communities through financial education, charitable giving and volunteering. Over 80% of all our employees and Partners donate each month to our Charitable Foundation, which is now the 3rd largest corporate charity in UK.
SJP are delighted to have signed The Armed Forces Covenant, and we are active members of LGBT Great, 30% club, The Diversity Project, Disability Confident and more! Find out more: https://www.sjp.co.uk/careers/life-at-sjp
We understand it’s important to be proud of the company you work for, that’s why we’re proud to share with you some of our recent awards:
Wealth Manager of the Year – Growth Investor Awards 2021