Administration Team Manager (Financial Services)

Merje Limited Manchester Office
19 Aug 2019
03 Sep 2019
Contract Type
Full Time
Salary: £35,000 - £38,000 (DOE)

Start Date: ASAP

Hours: Monday to Friday 8am - 4pm or 9am - 5pm

Overview of the Role:

My client is looking for an experienced Administration Team Manager to support a team of File builders / Administrators within a regulated complaints environment. The successful Team Manager will be responsible for the day to day operational management of their team; ensuring all individual and team KPIs are being met with a particular focus on qualitative measures and productivity. Their key accountabilities include people management, team competency and delivery of KPIs. Experience in Financial Services is essential.

Duties & Responsibilities:

People Management

* On-boarding of team members

* Resource planning within the team to ensure workload is met (e.g. absence, training etc.) via rota and absence management

* Manage team performance via reporting against agreed objectives and KPIs and performance reviews

* Ongoing coaching and upskilling with a focus on multi-skilling to maximise potential workload management

* Adherence to all HR guidelines e.g. documented 121s, return to work interviews etc.

* Motivation of team and colleagues, maintaining positive morale and a good working environment

* Celebrating success and recognising good performance as well as the ability to tackle and manage under performance

Team Competency & Calibration:

* Managing individual competency via Route to Competency framework. Facilitating and attending regular case calibration sessions

* Liaising with QA to ensure alignment in approach and obtain feedback on improvements. Responsible for ensuring that all staff are familiar with relevant regulation, policies and procedures e.g. facilitating workshops, briefings, CBTS

Operational Procedures:

* Challenge existing processes and procedures to ensure efficiency. Take ownership of operational activities


* Support on departmental and/or business wide projects that require input. Promote a culture of continuous improvement by identifying opportunities that will benefit the company

* Be aware of and follow the organisation's policy and practices, implement a clear desk policy, report incidents. Maintain an enhanced level of knowledge on relevant regulatory requirements

Required Skills:


* Has knowledge of/experience in a complaint handling role

* Proficiency in working with MS Word, Excel and Outlook

* Excellent organisation skills. Ability to multi-task and to manage several tasks simultaneously

* Strong sense of accuracy and attention to detail

* Reliable and resourceful, with the ability to adapt to multiple demands. Open to clear and constructive feedback


* Experience of working in an FCA regulated environment

* Knowledge of DISP / CONC / OFT

Required Experience:

* Previous experience in a people management role

* Excellent written and verbal communication skills

* Confidence when coaching and from time to time presenting to colleagues

* Good attention to detail

* Ability to plan and prioritise team and personal workload. Able to develop positive working relationships internally and externally

* Good working knowledge of CONC, DPA, Treating Customers Fairly and DISP. Ability to make decisions balancing customer and business interests

* Good knowledge of Microsoft Office

* Reflects professionalism, enthusiasm and willingness to improve

Keywords: admin manager, administration manager, file building manager, file-building manager, file-building, file building, data gathering manager, data-gathering manager, data gathering, data-gathering, admin team leader, administration team leader, back office manager, affordability manager, affordability, administration, financial services, complaints team manager, FS, FOS, Financial Ombusdman Service

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