Senior Intermediary Operations Administrator (or Team Leader)

Brighton, UK
17 Aug 2019
22 Aug 2019
Contract Type
Full Time

One Family have a fantastic opportunity for a Senior Intermediary Operations Administrator (or Team Leader) to join the organisation.

We are an Award-winning provider of investment, mortgage & insurance products for every type of family - we're owned by our customers, so our profits go back into our business, products and communities.

Purpose of the role:
  • To manage the intermediary sales support and management information function in order to maintain our high reputation with intermediaries. To ensure that sales information is used and evaluated to maximise sales productivity
  • Work closely with senior managers in Distribution and the wider Commercial team to ensure a) core admin tasks are carried out in a timely and accurate fashion b) manage area resources effectively to ensure coverage c) value add is the optimising existing relationships with key accounts and other channel distributors and d) support the winning of new accounts/intermediaries
  • To identify and deliver improvements to our onboarding and servicing processes, driving efficiencies whilst maintaining standards
  • To comply with our risk management framework for intermediary sales ensuring adherence to all regulation and identify potential future risk.

Key accountabilities:
  • To act as the primary point of contact for both internal and external sales colleagues, ensuring that first class operational support is provided so that Commercial's sales targets are achieved (in a compliant manner)
  • To be responsible for the management and leadership of the service and support function including the IFA Support team, MI and data management. Ensure the CRM system is effectively managed and maintained, acting as the SME with regards to best use of the system
  • Implement and develop robust processes for sales operations for each distribution channel ensuring that these are maintained, adapted and documented throughout the year (in line with our quality and risk standards)
  • Interface with Enterprise Services for IT improvements to the onboarding and servicing of intermediaries e.g. CDB
  • Build close working relationships with key internal and external stakeholders
  • Develop a suite of effective management information including sales, operational and activity monitoring against plans, produced in a timely fashion.
  • Analyse performance data and MI, identifying further opportunities to increase sales and/or improve our servicing capabilities. Continually seek ways in which the MI can be developed to meet the needs of the business
  • Monitor operational and sales activities to exceed external SLAs, build reputation of OneFamily and maximise performance of the distribution channels
  • Continuously measure and seek opportunities to improve our people, processes and technology, improving efficiency year on year

Skills / Experience / Knowledge:
  • Extensive industry knowledge of the intermediary market and the operational demands they have on product manufacturing firms
  • Ideally, a good knowledge of the LTM and/or protection markets
  • Likely to have demonstrable experience in the life and pensions market in an operational management role
  • A credible ambassador for OneFamily
  • Forward thinking and pragmatic decision making skills
  • Ability to manage and organise a small team to ensure work is prioritised and dealt with in a timely fashion
  • Effective communicator - both verbally and in writing
  • Numerate and IT literate - particularly the use of databases
  • Team working
  • Results focused, owning the key production of sales based management information
  • Customer driven, balancing the needs of the intermediaries with that of OneFamily

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