This role designs and delivers training programmes, develops accessible training materials and knowledge‑bank content, and leads sessions for new and existing Wealth Managers. You will also help shape the WMX engagement framework by listening actively, capturing meaningful feedback, and ensuring improvements directly reflect the needs of our Wealth Managers.
Working collaboratively with colleagues in Operations, Technology, Risk, Front Office Support, ICT, and wider COO teams, you will help ensure a consistent, supportive, and coordinated service model. You will provide SME expertise on firm‑wide initiatives, support system enhancements, and contribute to issue resolution.
As a central point of contact for Wealth Managers, you will embed best practice, resolve queries efficiently, and identify opportunities for continuous improvement. You will also support the on‑boarding and integration of new Wealth Managers, including Raymond James Investment Services migration cohorts, ensuring a smooth, consistent, and inclusive transition experience for everyone.
Key Responsibilities
- Serve as an escalation point for front‑office system and process queries, offering timely, accurate guidance and identifying opportunities for long‑term solutions.
- Support branch visits as part of the Wealth Manager Experience Programme, identifying pinch points, sharing best practice, and building strong, inclusive relationships with front‑office teams.
- Act as a conduit between the front office and wider business areas, helping to clarify processes, resolve issues, and enhance business efficiency.
- Own and govern the KnowledgeBase (Business Practice Manual), collaborating with teams to create and maintain accurate content, step‑by‑step guides, instructional videos, client‑amendment processes, and contact directories.
- Deliver tailored new‑starter training and one‑to‑one refresher sessions for Wealth Managers, Portfolio Managers, and Administrative Assistants.
- Support integration and re‑platforming projects by preparing and communicating clear front‑office guidance for system releases, upgrades, and process changes—including CRM‑related developments.
- Provide ongoing support for system issues by liaising with ICT, monitoring known issues, and sharing updates or workarounds with the business.
- Contribute to user acceptance testing for system upgrades, releases, and enhancements.
- Publish monthly front‑office update emails summarising business changes and upcoming developments.
- Facilitate and present at monthly IMA Update sessions, providing an inclusive space for two‑way communication and feedback.
- Support and co‑run the Focus Improvement Group, analysing IMA feedback and championing meaningful improvements.
- Identify opportunities to continuously enhance processes, communication, and the overall front‑office experience.
- Create presentations and represent the team at meetings, branch visits, IMA forums, and other business discussions.
- Provide a consistent, professional service that strengthens relationships with directors, business managers, Wealth Managers, and operational teams.
- Act as a subject matter expert on front‑office systems and processes, contributing to transformation initiatives and solution design.
- Travel to branches as required to deliver training, support change, and develop strong working relationships.
- Lead by example and act as a positive, inclusive role model for colleagues and the wider business.
Qualifications & Experience
- Strong understanding of front‑office operations, Wealth Manager workflows, and the client lifecycle.
- A service‑oriented mindset, with a commitment to enabling others to thrive.
- Experience delivering service‑excellence and continuous‑improvement initiatives with measurable impact.
- Demonstrated ability to influence and collaborate with senior stakeholders, building trust and alignment.
- Familiarity with Consumer Duty, Conduct Risk, and client‑outcome frameworks.
- Understanding of Financial Services and Wealth Management.
Knowledge & Skills
- Strong communication and presentation skills, with the ability to translate complex topics into clear, actionable guidance tailored to diverse audiences.
- Ability to explain issues, solutions, and ideas to colleagues with varied levels of IT and systems knowledge, both verbally and in writing.
- Proficiency in Microsoft Office and confidence using and adopting new technologies.
- Strong organisational skills, with experience managing deadlines and balancing multiple priorities in a methodical and structured way.
- A collaborative team player with a proactive, can‑do attitude.
- Resilient, adaptable, and calm under pressure.
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