Customer Resolutions Manager
The role is responsible for managing and overseeing service excellence and delivery of effective outcomes in the complaints resolution team. A small unit but one that has to be effective in ensuring that quality resolution and outcomes are delivered at all times. Representing customer service and operational teams within the Transfer Agency function of the business. Effective leadership and coaching and monitoring of others is essential as well as demonstrating the ability to be front and centre when facing off to internal and external clients and customers. The role is very active within the team environment and is central to the wider customer service function working with other leaders to drive the success of the business. This role offers a diverse range of activities and requires the individual to be an effective coach and leader as well as understanding the technicalities of products across Transfer Agency. The role holder will be an integral part the CSC Leadership team with the day to day management of the CSC and resourcing being key. In addition, strong links and good relationships with compliance and operations is vital. Own line reports will need to be actively managed with strong leadership qualities being demonstrated. The current Link business operates out of multiple locations including hubs across the UK, India and Australia, with the Funds division operating with over GBP75bn of assets. The role holder will have a responsibility within the CSC leadership team to support the Link values and maintain service excellence to all clients ensuring the assets are carefully serviced. The role holder will be an ambassador for the CSC team and required to represent accordingly.This role will operate in the main, directly from the Leeds office but will need to be flexible to work remotely and lead individuals either office based or remote.What you'll be doing:
- Ownership of Transfer Agency Complaints with effective complaints resolution
- Key focus on root cause analysis and preventative complaint actions
- Build and nurture an effective and strong complaints resolution team
- To play a key role in delivering service excellence both internally and externally.
- Working in partnership with the leadership team including Distributor support, Operations and Client Servicing and Contact Centre
- Review and maintain Service Levels on all channels and support the wider CSC leadership team on a day to day basis
- Champion resourcing activity
- To work in partnership with other Operational teams and Compliance
- Supporting and directing escalations on complex matters, referrals and Complaints
- Hands on support to clients and team members as appropriate
- Support on the production and completion of accurate and timely delivery of MI and KPI packs, complaints root cause and audit as requested
- Ensure incidents and breaches are recorded and feedback actioned in a timely manner
- Being a visible and active leader within the CSC team and central to the Leadership team.
- Take accountability for own team activity and links into the wider CSC team
- Working alongside leadership peers to support the wider Transfer Agency team to provide the best service to clients
- Coach, support, mentor and provide feedback to team members
- Ensure adherence to legal and regulatory requirements
- Monitor and action on breaches input and feedback as required and in a timely manner
- Ensure TCF responsibilities are considered at all times
- IOC qualified or a clear plan of working towards (3/4 modules)
- Experience in Financial Services and CSC and Complaint Management
- Experience of coaching and feedback at management level
- Personal commitment to, and visible role modelling of the organisation's behaviours and values.
- A positive "can do" and forward thinking mindset, with excellent stakeholder and client management skills and driven implement change