Adviser Services Lead: FinTech Operations & Quality

Insignis; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

25 days holiday (exc. Bank holidays)

5% Pension contributions

Private medical insurance with Vitalty

Health cash Plan for dental/optical

Enhanced Parental Leave

Cycle to Work Scheme

Monthly team lunches

Job summary

Insignis seeks a talented Adviser Services Executive to join our fast-growing fintech team in London. You will lead the Adviser Services unit, deliver responsive, accurate service to financial advisers and their clients, and own day-to-day servicing with a hands-on approach.

You will coach and develop the team, design quality controls, use data to drive improvements, and build strong cross-functional relationships.

Qualifications

• Experience leading an operational or customer-service team.
• Ability to coach, give feedback and handle sensitive people matters fairly.
• Experience implementing quality-control or quality-assurance processes.
• Hands-on coaching and day-to-day delivery while building capability.
• Strong analytical and operational judgement using performance data.
• Experience managing operational risk and competing priorities in a fast-paced environment.
• Proven track record of improving service, quality or efficiency.
• Clear written and verbal communication with stakeholders.
• Inclusive, fair leadership aligned with company values.
• Experience in financial services/FinTech or regulated operations 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 adviser experience.
• Design and implement a consistent quality-control framework, undertake QC checks and ensure actions lead to measurable improvement.
• Use management information, quality results, customer and adviser feedback and workflow data to identify trends, risks and development needs.
• Ensure core and specialist work is allocated, checked and escalated with clear ownership for high-risk issues.
• Manage attendance, probation, wellbeing, performance and conduct matters promptly and fairly.
• Build team capability through recruitment, onboarding, cross-training, knowledge sharing and succession planning.
• Own operational performance, quality, risk and controls, resolving incidents and complaints with balanced decisions across priorities.
• Lead improvements to service, processes and controls, ensuring sustainable benefits.
• Build relationships with senior stakeholders, communicating priorities, risks and changes clearly.
• Help shape a scalable Adviser Services operating model as the team grows, reinforcing Insignis values.

Skills

People leadership

Coaching

Performance management

Quality-control

Data-driven decisions

Stakeholder management

Written & verbal communication

Inclusive leadership

Job description

Insignis seeks a talented Adviser Services Executive to join our fast-growing fintech team in London. You will lead the Adviser Services unit, deliver responsive, accurate service to financial advisers and their clients, and own day-to-day servicing with a hands-on approach.

You will coach and develop the team, design quality controls, use data to drive improvements, and build strong cross-functional relationships.