Adviser Services Manager

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

We are a fast-growing, FinTech company looking for a talented and enthusiastic individual to join our team. We are expanding, making this a perfect position if you would like to have a significant impact on our company’s growth and develop your role and career as the business evolves. You will join a team where your ideas will be welcomed and valued.

The Adviser Services Executive plays an important role in delivering a responsive, accurate and professional service to financial advisers and their clients. Working closely with colleagues across Adviser Services, Account Management and other operational teams, you will support day-to-day adviser servicing and help ensure queries and requests are progressed efficiently.

This is an ideal opportunity for someone who enjoys working in a fast-paced, collaborative environment and is looking to build their knowledge and experience within financial services. You will take ownership of straightforward servicing activities, provide support by email and telephone, maintain accurate records and escape more complex or unusual requests appropriately.

Role 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.

Requirements

• 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.

Benefits

• 25 days holiday (exc. Bank holidays)
• 5% Pension contributions
• Private medical insurance with Vitality
• Health cash Plan offering contributions to dental, optical and much more
• Enhanced Parental Leave
• Cycle to Work Scheme
• Monthly team lunches, quarterly company social

Working pattern

We work a hybrid pattern, with Tuesday, Wednesday and Thursday together in our London office, working remotely on Monday and Friday. Our three office days are a core part of how we work.
We believe our best work happens when we have meaningful time together: collaborating across teams, sharing ideas, learning from one another and building strong relationships. The balance gives you the benefits of focused remote working while keeping the energy, connection and pace that come from working side by side.