Client Support Manager

Company description:
A rewarding place to work. At Rathbones, We invest in everyone's tomorrow

that includes our people. We are always looking for future talent, and we can help you build a rewarding career with clear paths to progression and the opportunity to share in the success of our business.
Job description:
Department: Financial Planning
Location: Liverpool, London, Glasgow
Contract Type: 12 month contract
Reporting to: Head of Client Support
Applications close: 14/06/2024
Work Type; Hybrid
Purpose
Manages the Client Support Team providing centralised administrative support to Financial Planning team to ensure the delivery of a commercial, high quality, low risk client service. To ensure the production of BI, monitoring procedures and maintaining data to support the marketing, strategy and MI requirements of the business. To plan and resource updates to the CRM system.
The Role
Manage and coordinate the Client Support Team providing guidance and support with all activities undertaken by the team, plans/coordinates administration tasks, coaching and developing the team, holding regular 1:1s

Ensure all roles within RFP are aware of changes in centralised procedures and responsibilities at all times

Regularly assess the training needs of each member of the team and organise training

Work with external plan providers to maintain accurate agency records. Ensure access is terminated for staff leavers.

Identifying tasks that can be performed better by the CST than other parts of the firm while maintaining or improving the speed of delivery for clients. To devise and introduce process improvements both with the CST and the wider firm.

Operating the processes for receipt of adviser charges/commissions to ensure correct and timely client charging and the efficient income for the company and correct financial reporting collection .

Ensure team members conduct tasks (e.g. client Letters of Authority and Plan information from providers; inputting/scanning and maintaining client information on Xplan; collating/updating Agency agreements with providers as well as online access for platforms and providers.

Testing of IT systems and IT processes

Following department checklists and procedures, ensuring information is up-to-date and accurate.

Knowledge & Experience
Experience in a similar role within the financial industry
Industry examinations with the CII (desirable)
Able to manage of team to deliver excellent service
Understands the professional and personal services offered by Rathbones to our clients. Develop and maintain an awareness of the organisational structure and goals. Demonstrate an understanding of the work of other departments in the organisation and how they inter-relate.
Excellent numeracy and Excel skills

able to work independently to a high/accurate standard, using v look ups, pivot tables and basic formula.
Good communication skills
Able to use own initiative and work closely with Managers in a proactive manner
Methodical and conscientious approach to work. Able to follow procedures in line with internal processes and regulatory requirements
Ability to learn and embrace new technology

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