Client Administration Team

Department:
Client Administration Team

Role Description:

Manage the Client Administration Team and promote the values and objectives of the organisation. To manage the team and ensure that the group and team objectives are considered and met. Have direct oversight of the day-to-day operations of the team, ensuring deadlines are met and risk and importance are prioritised. Identify risk and escalate accordingly, ensuring at all times that organisational procedures are followed. Ensure that high performance and standards of the team are encouraged and promoted at all times and foster positive and collaborative working practices.

Responsibilities and Duties:

Team Support and Supervision:

• Overall responsibility for the day-to-day management of the team.
• Mentoring the team’s Assistant Manager.
• Promote positive relationships with peer teams and departments throughout the organisation and external offices.
• Provide training to team members in your and other teams to ensure knowledge is shared – actively promoting training and development to support succession planning.
• Take a proactive role in the recruitment process.
• Direct responsibility to ensure regular team 1:1s are undertaken and forward plan regular 1:1s with the team Assistant Manager, providing constructive feedback.
• Direct responsibility to ensure team members’ objectives are set and the appraisal process is undertaken on time and in accordance with organisational procedure. Also, the same personally for the Assistant Manager.
• Manage poor performance of team members.
• Ensure accurate records are maintained for team members and that systems are maintained and up to date.
• Overall responsibility for the management and recording of annual leave and sickness of the team.
• Overall responsibility for completion, approval and submission of time sheets in accordance with organisational procedure.
• Promote the organisation’s digital strategy.
• Cross-selling of products and services available from the organisation.

Client Management and Reporting:

• Overall responsibility for the oversight of client entities and team portfolios – reporting into your Associate Director/Director.
• To act as a client company Director/bank signatory/corporate Director and complete the duties associated, in compliance with legal and organisational procedural requirements.
• Overall responsibility for the time management of tasks and ensuring these are diarised using the department’s chosen system in accordance with the department procedure.
• Responsibility for the management of new applications for licences, also continuing to build on the associated processes, coordinating with the Compliance Team.
• Responsibility for the transfer in of new business to the team, coordinating with the Compliance Team.
• Responsibility for the handover of new business to the team, coordinating with the Compliance Team.
• Oversee the day-to-day administration ensuring that all work is closely monitored and that matters are brought to a satisfactory conclusion in a timely manner.
• Ensure that all key client administration team deadlines (including any deadlines which you may not be directly responsible for) in respect of client entities within your department are met.
• Direct responsibility to prioritise regulatory deadlines.
• Support the organisation’s clients and work collaboratively with business development on such matters.

Risk and Compliance Management:

• Overall responsibility for the risk management and distribution of team workload.
• Responsibility to ensure that organisational procedures are followed – such as client reviews, SAR submissions, and onboarding; this is not an exhaustive list and covers all organisational procedures.
• Ensuring that matters of risk/concern are raised/escalated in a timely manner in accordance with organisational procedures.
• Responsibility for risk management of work and tasks in the team, prioritising regulatory deadlines.
• Create policies and procedures to support the development of the organisation’s compliance documents.

Communication:

• Demonstrate collaborative working with the Compliance team for regulatory matters.
• Attend management meetings, ensuring that you are always prepared, submit the necessary reports in advance and make a contribution during such meetings.
• Ensure that other departments within the organisation such as Accounts, Statutory and Compliance which may be responsible for serving your clients from time to time are provided the necessary guidance and support from yourself and your team to enable them to undertake their role in an efficient manner and to a satisfactory standard.
• Responsibility to ensure that regular team meetings are held in a structured manner – to consider workloads, resourcing needs, risk and escalations. Also to provide an opportunity for feedback/escalation to the department Director and SLT; and communication to be shared with team members.
• Be able to have difficult conversations and be able to adapt to different situations and stakeholders.

Personal Attributes:

Behaviours:

• Be proactive and solution-focused.
• Represent the organisation at external events and not bring the organisation into negative media.
• Development of own management skills.
• Responsible for own self-awareness, be aware of behaviours and how you are perceived by others.
• Development of technical knowledge across all sectors.

Skills:

• Have strong attention to detail.
• Be team-oriented and work collaboratively.
• Strong research skills.
• Organisational and communication skills, both written and verbal.
• Excellent time management skills.
• Adaptable to different situations and events.

Qualifications and Experience:

Qualifications:

• A management qualification is desirable.

Experience:

• Prior management experience.
• Managing client relationships.
• Client-facing experience.
• Stakeholder management – relationships with internal and external stakeholders.
• Workflow management.
• Decision making.
• Conflict resolution.
• Problem solving.
• Sector knowledge.
• Understanding of industry standards and regulatory requirements.