Administration Team Leader

Overview

We are seeking an experienced and proactive Administration Team Leader to oversee the day-to-day running of a busy client services administration function within a professional financial services environment. This role is responsible for leading, developing and supporting an administration team to deliver excellent client outcomes, operational efficiency and high service standards. The successful candidate will be a people-focused leader with strong organisational skills, a collaborative approach and a commitment to continuous improvement and regulatory excellence.

• Lead and manage the administration team on a day-to-day basis
• Provide direct line management, coaching and ongoing support to team members
• Conduct regular 1:1 meetings, performance reviews and feedback sessions
• Set clear expectations and monitor performance against agreed service standards and KPIs
• Support recruitment activities, onboarding and training of new team members
• Foster a positive, collaborative and supportive team culture

• Plan, prioritise and allocate workloads to ensure SLAs and turnaround times are consistently achieved
• Maintain high levels of quality, accuracy and professionalism across all administration activities
• Resolve day-to-day operational issues and elevate risks, resourcing concerns or capacity challenges where appropriate
• Ensure processes are consistently followed and records remain accurate and audit-ready

• Champion a responsive, client-focused service culture
• Ensure client and Adviser queries are managed efficiently and resolved within agreed timescales
• Promote clear, consistent and professional communication across all client interactions

• Work closely with Advisers, Paraplanners and wider operational teams to ensure smooth and efficient client journeys
• Build strong internal relationships to support effective teamwork and service delivery
• Attend other office locations as required

• Identify opportunities to improve operational processes and team efficiencies
• Encourage consistent and effective use of CRM systems and workflow tools
• Produce and maintain simple management information (MI), including workload volumes, turnaround times and backlogs
• Share operational insights and recommendations to support continuous improvement

• Ensure all activities are completed in line with FCA expectations, internal policies and data protection requirements
• Promote best practice and support internal audits and compliance reviews
• Maintain awareness of regulatory changes and ensure processes remain compliant

• Previous experience leading or supervising an administration or client services team
• Experience with in financial services, wealth management or a regulated environment is highly desirable
• Strong organisational and workload management skills
• Excellent communication and stakeholder management abilities
• Proven ability to coach, motivate and develop team members
• Strong attention to detail and commitment to quality standards
• Comfortable working with CRM systems and workflow management tools
• Good understanding of service KPIs, SLAs and operational reporting
• Knowledge of FCA regulations and data protection requirements preferred

• Positive and collaborative leadership style
• Proactive, solutions-focused approach
• Calm under pressure with strong problem-solving skills
• High level of professionalism and accountability
• Continuous improvement mindset with a focus on delivering excellent client outcomes

At IDEX, we strive for an inclusion-first company culture where everyone is treated fairly and can bring their authentic selves to work. We recognise and acknowledge that diverse representation at every level of our business requires continuous and measurable effort. We are committed to driving conscious inclusion across our business and creating equitable pathways.