Client Solutions Team Manager

About the role

We’re looking to find a brilliant team manager to join the Operations Department of our Client Solutions team. You will play a key role in managing the teams daily operations, overseeing team performance and driving continuous improvements in the team and wider area You will be supporting a team of 10-12, responsible for guiding them to meet service level agreements while maintaining high standards of service, quality & efficiency. You’ll have the opportunity to make a real impact in this role, both within your team and to our clients.

We’ll be relying on you to ensure that our service is delivered to an exceptional standard and take the time to proactively review everything we do to ensure that we’re always one step ahead. You’ll have accountability for monitoring the delivery of service standards for your team and will be tasked with encouraging and driving quality through instigating change and making improvements.

This is not your typical team manager role, we’re looking for someone to empower the team and build brilliant relationships with them and the wider area to . No one day will be the same and you’ll have the opportunity to get involved in various different projects across the business.

You’ll spend your time:

• Track and report on SLA’s & KPI’s -ensuring the team are on track to meet these
• Monitoring risk events and addressing with root cause analysis and implementing robust preventative actions
• Collaborating with others across the business to enable you to deliver excellent service
• Adherence and attestation to our Control Framework
• Handle escalated issues and make quick decisions to resolve any challenges
• Representing your team and client solutions in project meetings, ensuring we are always focussing on good client/adviser outcomes
• ‘Live problem solving’ – exploring and agreeing solutions to complex client issues
• Coaching and developing your team to help them succeed
• Driving behavioural change (e.g. Ensuring people care/understand about our policies/risks)
• Identifying opportunities to improve the customer experience and leading initiatives to implement these
• Working with the other team managers to deliver consistent levels of service across the department and share best practice

A bit about you

Your friends would probably describe you as the ‘resilient’ one. You’re the person who can hit the ground running on the basics but also wants to try things differently, thrives taking on new challenges and welcomes change. You’ll be happiest when working as part of a team to achieve goals and will be great at motivating others. There is lots of variety in this role and it means wearing many hats and working on a number of projects at any one time to allow us to deliver successful outcomes, in an ever-evolving environment.

You’ll love to work with smart people and hate mediocrity; you know there is almost always a better way of doing things even if it can’t be delivered immediately. Smaller teams, constantly learning, being challenged, having your own chunk of responsibility and being trusted to make it happen describe in a nutshell the environment you really thrive in. You want to be part of a collaborative culture where you feel empowered but always know you’ll never be left alone.

We’ve always placed more importance on cultural contribution above technical ability, but to thrive in this role we’d really like you to have:

• Proven experience in Team Management (preferably in Financial Services sector)
• Strong ability to think on your feet
• Control & Risk Management experience
• Vast experience of leading a team and enjoy coaching others to help them succeed
• A track record of collaborating across teams to deliver customer/business benefit
• Excellent communication skills, both written and verbal
• A strong understanding of how to deliver good customer outcomes

A little about us

We are the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.

Are we a perfect match? Check out this video and find out!

Inclusion and diversity at Nucleus

As with most things in life, who cares, wins. We really care about inclusion.

For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.