Manager Financial Services

Bridgetech Group Ltd
Birmingham, UK
05 Aug 2019
30 Aug 2019
Contract Type
Full Time
The Customer Relations Admin Manager is 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.

As the Admin Manager you will be responsible for managing two team leaders and their respective teams. Your teams will be responsible for handling Information Requests and the Triage of complaints to ensure they are handled by the correct departments.

Their key accountabilities include people management, team competency and delivery of KPIs.

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, CBT's

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

Similar jobs

Similar jobs