Adviser Services Lead & Coach — FinTech Operations

Insignis; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holiday (exc. Bank holidays)

5% Pension contributions

Private medical insurance with Vitaliy

Health cash Plan offering to dental, &

Enhanced Parental Leave

Cycle to Work Scheme

Monthly team lunches, quarterly social

Job summary

Insignis seeks an Adviser Services Executive to lead a fast-growing team delivering responsive, accurate support to financial advisers and clients. You will own day-to-day service delivery, coach staff, design quality controls and build capability across the team.

You will shape the adviser servicing function, establish robust processes, and collaborate with cross-functional partners to improve efficiency and customer experience in a regulated FinTech environment.

Qualifications

• Proven experience directly leading an operational or customer-service team with accountability for people, performance, workload, service and quality.
• Strong coaching and performance-management skills, including experience giving clear feedback and handling sensitive people matters fairly.
• Experience of call coaching, written communication reviews and implementing or operating a quality-control or quality-assurance process.
• Comfortable remaining hands-on with coaching, quality checking and day-to-day delivery while building capability and improving ways of working.
• Good analytical and operational judgement, with the ability to use performance, quality, customer and workflow information to set priorities and make decisions.
• Experience of managing operational risk, controls, escalations and competing priorities in a fast-paced environment.
• A track record of delivering measurable improvements to service, quality, efficiency or controls.
• Clear and credible written and verbal communication, with the ability to build effective relationships and influence stakeholders.
• An inclusive, fair and accountable leadership approach aligned with the Insignis values.
• Experience in financial services, FinTech, adviser services, onboarding or another regulated operational environment is desirable.

Responsibilities

• Lead and develop the Adviser Services team, setting clear expectations and running effective one-to-ones, coaching and performance conversations.
• Own day-to-day service delivery, including workload allocation, inbox management, telephone cover, capacity, productivity and operational priorities.
• Carry out regular call coaching and written communication reviews to improve accuracy, security, service, tone and the overall adviser experience.
• Design and implement a consistent quality-control framework, undertake QC checks where needed and ensure findings result in clear actions, coaching and measurable improvement.
• Use management information, quality results, customer and adviser feedback and workflow data to identify trends, risks and development needs, and ensure incidents, errors and complaints are recorded, tracked, investigated and used to drive corrective action and measurable improvement
• Ensure core and specialist work is appropriately allocated, checked and escalated and that complex or higher-risk issues have clear ownership.
• Manage attendance, probation, wellbeing, performance and conduct matters promptly, consistently and fairly.
• Build team capability and operational resilience through recruitment, onboarding, cross-training, knowledge-sharing, development and succession planning.
• Own operational performance, quality, risk and controls, including the oversight and resolution of incidents, errors and complaints, making balanced decisions across customer experience, capacity, efficiency and colleague impact.
• Lead improvements to service, processes and controls, ensuring changes are adopted and deliver sustainable benefits.
• Build strong relationships with senior and cross-functional stakeholders, communicating priorities, risks, decisions and changes clearly.
• Help shape a scalable Adviser Services operating model, including developing future leadership capability as the team grows, while reinforcing the Insignis values and an inclusive, accountable culture.

Skills

Leadership

Coaching

Quality control

Analytics

Stakeholder management

Risk management

Communication

People management

Job description

Insignis seeks an Adviser Services Executive to lead a fast-growing team delivering responsive, accurate support to financial advisers and clients. You will own day-to-day service delivery, coach staff, design quality controls and build capability across the team.

You will shape the adviser servicing function, establish robust processes, and collaborate with cross-functional partners to improve efficiency and customer experience in a regulated FinTech environment.