Team Manager

Team Manager at Nucleus Financial

Join Nucleus Financial as a Team Manager. Oversee a team that may include client relations managers and support staff, coaching them to deliver exceptional client service and encouraging their development and progression.

• Support and coach a team of client relations managers and support staff to provide brilliant client service.
• Ensure the service delivered meets exceptional standards and continuously improve processes.
• Monitor delivery of service standards, drive quality, investigate changes and implement improvements.
• Encourage the development and progression of the team.

• Possesses core platform and industry knowledge.
• Understanding of joiners, movers and leavers process.
• Detailed understanding of the platform, wrappers and our proposition.
• Understands and adheres to all regulatory and company specific policy.
• Management, prioritisation and allocation of work in a fast‑paced environment.
• In‑depth risk awareness, identification and impact on other areas of the business.
• In‑depth understanding of control frameworks ensuring implemented controls remain relevant and are enhanced where required.
• Understanding of departmental budgets and how the team fits within overall client solutions area.
• Understanding of resource management model for effective resource planning.
• Understanding of Power BI data and cubes to aid decision making.
• In‑depth knowledge of platform and day‑to‑day operational processes affecting customers and advisers.
• Familiar with adviser practice management and the wider industry.
• Good understanding of front‑line customer service.
• Knows expected quality levels and how to manage them within the team.

• Applies core skills relevant to the role in line with the enabler community group.
• Drives change while managing expectations.
• Handles complex remediation, complaint management and query handling.
• Provides in‑depth root cause analysis and recommendations.
• Manages budgets within teams reducing losses and overtime costs through effective team management and process improvements.
• Identifies key metrics, compiles MI and presents to senior stakeholders.
• Understands processes at a high level and challenges steps to reduce non‑value‑add activity.
• Constructively challenges colleagues across the operation to ensure best practice.
• Stakeholder management and effective communication across all levels.
• Proactively develops strong relationships across the organization.
• Mentoring and people development.
• Conflict resolution and management.
• Provides feedback and guidance where appropriate, incorporating change and business needs.
• Identifies trends and learning gaps within the team.

Mid‑Senior level

Full‑time

Customer Service

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Location:

Edinburgh, Scotland, United Kingdom