Platform Service Manager

About The Role

Provide office based front line telephone servicing and support to the 7IM platform clients. Engage extensive direct telephone and email contact with financial planners, paraplanners and wealth managers (intermediaries). Develop strong relationships and outstanding service for all queries and interactions with the 7IM platform.

Work closely with the Regional Platform Relationship Managers and Operations team to deliver excellent customer service to our intermediary practices.

Responsibilities

• Efficiently and effectively answer telephone and email queries from intermediaries, escalating in a minority of cases as appropriate.
• Ensure 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.
• Service assigned intermediary firms in a pooled account service model, taking responsibility for specific tasks scheduled on a rota basis.
• Ensure all client and intermediary communication is accurate, appropriate and delivered at the right time, including emails, letters and platform updates.
• Liaise closely with relevant members of the Operations team to ensure full communication and understanding, minimising errors and maximising service levels.
• Plan and organise workflow with the Platform Relationship Manager and Regional teams, especially during client reporting periods.
• Input, manipulate and maintain data on the 7IM platform and client relationship management systems, performing required service tasks such as processing ISA subscriptions and payment instructions in line with HMRC and 7IM policies.
• Assist in testing the development of the platform, including writing and maintaining user acceptance testing scripts.
• Evaluate, improve and streamline processes and procedures for servicing platform business.
• Suggest realistic and appropriate improvements to the 7IM systems and procedures to continually improve service to clients and intermediaries.
• Provide input and feedback on improvements to the external‑facing proposition.
• Ensure that the FCA policy of treating customers fairly is followed and work in accordance with 7IM’s mission and tenets.
• Perform other duties as reasonably required by your line manager and 7IM.
• It is essential that you consistently follow the FCA’s Consumer Duty principles, acting in good faith, preventing potential harm and actively supporting customers in achieving their financial goals.

Knowledge

• 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.

Skills

• Excellent telephone manner, including the ability to actively listen to, troubleshoot and resolve customer queries.
• Ability to build relationships and rapport, rapidly establishing a high level of trust with wealth managers.
• Managing client expectations of the outcome of telephone requests.
• Demonstrate a high level of ownership, competence, reliability and responsiveness.
• Planning and organising skills to maximise operational efficiency and service, including prioritising appropriately.
• Accuracy, thoroughness and attention to detail to maintain the highest level of service.
• Systems learning skills to rapidly understand and use appropriate systems, including accurate inputting of detailed data across a number of screens and software packages.
• Written communication skills, clearly, concisely and thoroughly presenting information to wealth managers, regional platform relationship managers and their teams.
• Numeracy skills to understand, process and check a range of data.
• Assertiveness and tenacity combined with diplomacy and sensitivity to build and maintain good relationships with wealth managers and colleagues across 7IM, driving necessary actions while maintaining positive relationships.
• Flexibility and innovation to handle and support changing (and sometimes conflicting) needs and demands, continually improving working practices.
• Resilience to manage conflicting priorities and demands, ambiguity, high workload and other business imperatives.
• Personal development focus, taking responsibility with 7IM for driving forward both personal and professional development to maximise effectiveness and growth in this demanding role.

Qualifications

• Relevant Financial Services qualifications will be advantageous.

Skills / Other Relevant Information

• Flexible attitude to duties as the role evolves due to changes in the platform market and business focus.
• Flexible attitude to working hours – sometimes the workload will demand additional commitment outside contractual hours.

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