Platform Service Manager

Platform Service Manager
Permanent
London
Salary circa £40,000

Sterling Williams are working alongside a great Asset Management firm who are seeking a Platform Service Manager to join the team to provide office based front line telephone servicing and support to their platform clients. The role involves extensive direct telephone and email contact with financial planners, paraplanners and wealth managers (intermediaries). The role is about developing strong relationships built on outstanding service for all and any queries that our clients and their client dealings with the platform. The role holder will work closely with the Regional Platform Relationship Managers and Operations team to provide excellent customer service to our intermediary practices.

Responsibilities of the position:

• Efficiently and effectively answering telephone and email queries from intermediaries, escalating in a minority of cases as appropriate
• Ensuring all calls are answered in a timely manner and dealt with appropriately managing the caller’s expectations where necessary
• Take ownership of queries; analyse, research and provide solutions using knowledge of the systems and processes.
• Servicing assigned intermediary firms in a pooled account service model taking responsibility for specific tasks which are scheduled on a rota basis
• Taking responsibility to ensure all client and intermediary communication is accurate, appropriate and delivered at the right time, including emails, letters and platform updates
• Liaising closely with relevant members of the Operations team to ensure full communication and understanding, minimising errors and maximising service levels
• Planning and organising work flow with the Platform Relationship Manager and Regional teams, especially during client reporting periods
• Assisting in the testing of the development of the platform including writing and maintaining user acceptance testing scripts
• Evaluate improve and streamline the processes and procedures for servicing platform business
• Suggesting realistic and appropriate improvements to systems and procedures to continually improve service to clients and intermediaries
• Provide input and feedback on improvements to the external facing proposition.
• Ensuring that the FCA policy of treating customers fairly is followed as well working in accordance with mission and tenets

Knowledge and skills needed for the position:

• Knowledge of the UK platform market, including the regulatory environment
• Knowledge of platform administration, including tax wrappers
• Knowledge of Pershing systems and procedures would also be beneficial
• Experience of retail investments and investment management (including operational knowledge) would be advantageous.
• Understanding of the advice process and advisory market in the UK
• Relevant regulation and policy knowledge
• Excellent working knowledge of e-business, especially in applications to Financial Advisers
• Excellent telephone manner including the ability to actively listen to, troubleshoot and resolve customer queries.
• Ability to build relationship and rapport building skills in order to rapidly establish a high level of trust with wealth managers