Distribution Support Team Manager

About the Role

Level: 4 | Department:
Distribution Support |

Location:

Southampton, United Kingdom |

Contract:

Permanent | Regulated / Non-Regulated:
Non‑Regulated

To manage the day to day running of the Sales Support Team, ensuring the team successfully supports our Sales teams and their advisers. Assist with readiness and education of both the team and external customers in new platform delivery, including team and adviser readiness activities/training. Overall accountability for team performance, improvements, and ensuring that the team's key risks are managed accordingly.

• Conduct people management tasks regarding absence, performance, holidays, and attendance.
• Hold regular team meetings and keep staff fully informed of developments within relevant areas/products.
• Work with coaching resources to identify individual/team personal and career development needs by monitoring performance, providing coaching, and arranging training.
• Handle escalations and dissatisfaction from Distribution and their advisers, resolve issues and minimise reputational risks.
• Build strong relationships with Distribution and encourage the team to do the same.
• Support the Adviser community while remaining focused on good customer outcomes.
• Take responsibilities regarding training and competencies, where applicable.
• Hold regular one‑to‑ones focusing on people’s development and coaching as required.
• Embed a culture of quality and continuous improvement within the team.
• Ensure root cause analysis is carried out, trends are identified, and improvements implemented.
• Ensure the ATM is continuously equipped with the relevant skills and knowledge to deputise in your absence.
• Engage, motivate, and actively involve staff.
• Assist with managing the cost‑centre budget, drive performance, reduce costs, and improve customer service.
• Ensure any agreed audit actions from WM Risk, UK Op’s Risk & Assurance team and risk event management actions are updated and closed within agreed time‑frames.
• Use business strategy to drive team and individual objectives and ensure team planning aligns with function business plans.
• Ensure team members demonstrate our VALUES behaviours.

This role will directly impact good customer outcomes by ensuring our Account Managers are trained, coached, and supported sufficiently to provide excellent customer service to our adviser firms and their clients.

• Consistently deliver against and advocate for our core Values.
• Team player with high energy and drive – a self‑starter, motivated.
• Continuous improvement mindset and ability to challenge the status quo.
• Excellent communication and relationship‑building skills.
• Managing people in relation to processes and allocation of work within operational areas (Life, Pensions or Investment Industry).
• Coaching others and driving continuous improvement activities.
• Working knowledge of MS Office products, especially Excel.
• Knowledge of our key products and systems.
• Strong interpersonal skills.

• Holiday: 182 hours (26 days).
• Quilter Incentive Scheme:
  All employees are eligible to participate.
• Pension Scheme:
  Non‑contributory company pension, boostable with personal contributions.
• Private Medical Insurance:
  Single cover as standard, with options to increase cover to include partner or children.
• Life Assurance: 4× your salary.
• Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
• Healthcare Cash Plan:
  Jersey employees only.
• Flexible benefits for UK employees available via salary deduction.

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive. We are committed to treating all job applicants fairly and with respect.

Please contact the talent acquisition team if you need any reasonable adjustments made to the recruitment process, require information in an alternative format, or have any questions around accessibility.