Operations Executive

Novia Global launched in 2015 and provides a platform service for Advisers, Private Banks, Trust Companies, and their clients.

We are completely independent with a focus on providing a service that delivers the opportunity for growth, control, flexibility, and adding value.

Through the platform, we offer access to products including a Global Investment Account and an International Self Invested Personal Pension (SIPP) with underlying assets include investment funds, exchange traded funds, and shares.

As an Operations Executive, you will be responsible for delivering a high quality of service to advisers and customers.

Operations is the centre of the business, and your role is to deliver good customer outcomes in a compliant and professional manner. This includes accurately and efficiently handling any requests and correspondence with advisers, customers, internal, external and third parties, through various communication channels.

In this role, you will provide day-to-day support to both advisers and clients, handling telephone enquiries and a range of administrative processes. Responsibilities include managing changes to existing client records, manual trading, problem solving platform issues and supporting platform set-ups. You will also respond to a variety of general adviser and client queries, ensuring a high standard of service and efficient resolution.

• Responsible for processing and prioritisation of day-to-day tasks while maintaining a great level of service and quality
• Be the initial point of contact for our customers, advisers and external third parties, through their chosen channel
• Find solutions for our clients and engage with colleagues to improve the customer journey, increase efficiency and better our offering
• Adherence of Key Performance Indicators and Service Level Agreements
• Attend and contribute daily huddles and monthly team meetings
• Provide constructive feedback to Operations Manager on any process improvements
• Ensure the customer is at the heart of everything we do, and our actions deliver good outcomes in line with Consumer Duty requirements
• You will from time to time, be required to undertake other activities that fall within your capabilities as directed by the Operations Management
• Understands relevant regulation, risk, and control framework, and processes requests accordingly
• Acts swiftly to identify and escate incidents to Operations Managers via the documented escalation routes
• Following the event working with the Operations Managers on RCA and feeding into future preventative measures
• Attend all mandatory training relating to risk, confidentiality, data security, GDPR and CASS rules, within prescribed time frames

• Excellent interpersonal and communication skills
• Ability to work well individually and as a part of a team to achieve team and personal objectives
• Strong data and analytical processing skills
• Self-Motivated and pro-active
• Willingness to learn

• Experience in handling phone calls
• Have platform knowledge and/or experience, although on the job training will be provided
• Have knowledge of ISA and SIPP
• An interest in financial market and investments, especially exchange traded funds, mutual funds, equities and structured notes#

Novia Global offer a highly competitive range of rewards, benefits and recognition packages of which some are:

• Discretionary bonus scheme
• A contribution of 9% of your gross salary into your pension each month
• 33 days annual leave that includes English statutory bank and public holidays (prorated for part time employees)
• Opportunity to buy or sell an additional 5 days annual leave (prorated for part time employees)