Client Services Administration - Team Leader

Wipro; Bath; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Senior Talent Acquisition Partner to join their dynamic team. This fixed-term role offers a unique opportunity to impact service delivery while working within a hybrid model that promotes work-life harmony. You will oversee administration, ensure compliance with regulatory standards, and develop processes to enhance team efficiency. Ideal candidates will have a strong background in administration, excellent interpersonal skills, and a proactive approach to problem-solving. Join a forward-thinking company committed to diversity and inclusion, and make a meaningful difference in the financial services sector.

Qualifications

• Minimum one year in administration, team lead or supervisory role.
• Excellent communication skills and ability to prioritize work.

Responsibilities

• Manage daily work requirements and ensure high service standards.
• Resolve complaints and escalate queries effectively.
• Develop new processes to maximize efficiency.

Skills

Administration

Customer Service

Interpersonal Skills

Problem Solving

SIPP Knowledge

Wrap Platform Knowledge

CASS Rules Knowledge

COBs Rules Knowledge

Education

Relevant Degree or Equivalent Experience

Job description

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Senior Talent Acquisition Partner @ WIPRO

Servaada is Wipro's UK entity, authorised by the FCA (the UK financial services regulator) to undertake regulated activities on behalf of its clients, as an outsourced service provider.

About the Role

The role is a fixed-term contract for 12 months, providing an excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.

The role holder will manage the day-to-day work requirements of the team in relation to administration and the service delivery to advisers and end clients, and ensure the work needed to be processed by the team is carried out to the highest standard and within the specified service level agreements.

You will be responsible for the investigation and resolution of complaints, breaches and escalated queries, along with other areas of the business, to develop a market-leading service delivery operation.

Our hybrid working model offers a minimum of 3 days in the office, allowing for collaboration, networking, and team synergy. We welcome you to work in the office for up to 5 days a week if that suits your preferences and we believe in empowering you to choose the schedule that best supports your productivity and work-life harmony.

Key Responsibilities:

• Continually focus on the delivery of excellent customer service to ensure that the Company is highly valued by our clients
• Ensure all items received by the team are processed within the relevant Service Level Agreement (SLA) and turnaround times
• Ensure that all breaches and complaints are resolved within the relevant turnaround times
• Interpret client instructions and issues arising, and then implement actions according to administrative policies, procedure guides and checklists
• Provide direction and support to the team, to enable them to perform their roles to the highest levels of accuracy and effectiveness
• Meet all Financial Conduct Authority (FCA) regulatory requirements
• Ensure that the Treating Customers Fairly (TCF) principles are adhered to, including raising any areas for concern with either Line Manager or Compliance
• Manage risk effectively by informing the relevant line manager if any incidents, `near misses' or exposures to Servaada’s risk profile are identified
• Comply with all Servaada policies
• Identify, assess and resolve operational risks, regulatory processes and functions in line with Company Audit and Compliance directives
• Ensure team are fully compliant with procedures relating to risk, confidentiality and data security
• Responsible for developing new processes and challenging existing ones to maximise efficiency and accuracy
• Able to work after hours and on weekends when requested, on team or business projects as well as during IT releases and upgrades
• Ensure regular 121s and half-yearly appraisals are undertaken with team members, and that business focused development action plans are implemented, reviewed and acted upon
• On-the-job training, coaching and mentoring of team members undertaken. Putting together training plans for new starters
• If required, assist with any discipline and grievance issues of staff within Company and employment law guidelines
• Assist in the selection and recruitment of staff for the team as and when required
• Be involved in resource planning and staff training across Operations
• Continue with your own personal development to ensure that your knowledge within the team and wider business are always improving

Skills, Qualifications and Experience:

• A minimum of one year's proven track record in administration, in a team lead or supervisory role.
• SIPP, Drawdown, GIA, ISA and Offshore Bond knowledge
• Excellent interpersonal and communication skills
• Ability to prioritise work and direct others to ensure work is completed within agreed SLA's
• Ability to work well under pressure, and to very tight deadlines
• A proactive and innovative approach to problem solving, including persuasion and influencing skills
• Wrap platform knowledge and/or experience
• Have a high-level understanding of trading (this role does not involve trading but having a high-level understanding would be beneficial)
• Knowledge of CASS rules and COBs rules

Application of Individual Conduct Rules:

Standard of conduct is reasonable under all circumstances relating to

• Must act with integrity
• Must act with due skill, care and diligence
• Must be open and cooperative with the FCA and other regulators
• Must pay due regard to the interests of customers and treat them fairly
• Must observe proper standards of market conduct

Servaada is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Administrative

• Industries

  IT Services and IT Consulting, Financial Services, and Business Consulting and Services

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