Senior Manager - Financial Advice Ongoing Service

TN United Kingdom; Skipton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services organization in Skipton is seeking a Senior Manager for their Financial Advice Ongoing Service. This pivotal role involves leading a talented team to enhance customer engagement and ensure service excellence. The ideal candidate will have strong leadership skills, financial services expertise, and a passion for making financial advice accessible. Flexible working options are available, and the role offers a vibrant working environment within a mutual organization focused on customer value.

Benefits

Annual discretionary bonus scheme

25 days annual leave + bank holidays

Matching employer pension contribution (up to 10%)

Private medical insurance

Training and development commitment

3 paid volunteering days per annum

Qualifications

• Prior experience in similar roles required.
• Strong communication skills to influence stakeholders.

Responsibilities

• Drive collaboration, innovation, and accountability in the team.
• Lead the development of the FA ongoing service customer contact strategy.
• Monitor service performance using MI and customer feedback.

Skills

Leadership

Communication

Analytical

Relationship-building

Planning

Education

Financial services expertise

Tools

Digital channels

Job description

Hours: 35 hours, Monday to Friday, with flexible and hybrid working options.

Closing Date: Fri, 30 May 2025

We’re looking for an inspiring senior manager to lead the development and delivery of the financial advice ongoing service – someone who can drive excellence, champion innovation, and ensure our ongoing advice proposition continues to meet the evolving needs of our customers.

In this pivotal role, you’ll lead a talented team responsible for maintaining and enhancing the ongoing service we provide to advised customers. You'll play a key part in optimising customer engagement and ensuring we stay ahead of industry trends and regulatory expectations. With a strong customer focus and a deep understanding of the financial advice landscape, you’ll help ensure our service remains accessible, valuable, and future-ready.

You’ll become part of our FA Proposition Team, a group of 13 dedicated experts with deep knowledge in their field. From evaluating the broader technical aspects of our financial advice proposition, to managing key risks and delivering Skipton’s ongoing service offerings, the team plays a vital role in shaping our financial advice strategy. Our primary goal is to help our customers make their money work harder by maintaining and continually enhancing a financial advice proposition that is both accessible and focused on delivering positive outcomes. Collaborating closely with all areas of the business, we ensure our proposition consistently provides value to our customers.

The role of Senior Manager – Financial Advice Ongoing Service is a permanent opportunity working 35 hours per week.

The role will be based at our Head Office in Skipton, with flexible hybrid working options. Our newly refurbished Head Office offers a vibrant and collaborative working environment.

Who Are We?

Not just another building society. Not just another job.

We're the fourth biggest building society in the UK and, what makes us different, is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing new ideas on how we can keep customers at the heart of what we do.

Whatever your background and goals, we'll help you take the next step towards a better future.

What’s In It For You?

Skipton values work/life balance and supports hybrid and flexible working where possible. Our head office is recently refurbished, offering a vibrant and collaborative space.

Benefits include:

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + 1 day per year of service up to 30 days
• Holiday trading scheme
• Matching employer pension contribution (up to 10%)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric cars
• Training and development commitment
• Private medical insurance
• 3 paid volunteering days per annum
• Diverse colleague networks including Carers and Pride groups
• Health and wellbeing benefits including cycle to work and gym discounts

What Will You Be Doing?

As Senior Manager – Financial Advice Ongoing Service, you will:

• Provide inspiring team leadership—driving collaboration, innovation, and accountability. Manage performance reviews, 1:1s, process adherence, and ensure effective business continuity planning
• Drive the evolution of Skipton’s Financial Advice (FA) ongoing service proposition, shaping future enhancements to meet customer needs and strategic goals.
• Lead the development and execution of the FA ongoing service customer contact strategy, using insights, data, and technology to deliver personalized, engaging communications that enhance the investment journey and support adviser conversations.
• Collaborate across technical, distribution, marketing, operational, and customer service teams to ensure a seamless, consistent service experience aligned with brand standards and customer expectations.
• Act as the central feedback point for the ongoing service, using insights from customers, colleagues, and performance data to inform improvements and enhance service delivery.
• Oversee the delivery of all FA ongoing service communications and literature, ensuring quality, consistency, and compliance. This includes sign-off of customer-facing and internal materials.
• Monitor service performance using MI, customer feedback, and engagement data, reporting regularly to leadership teams. Provide updates on campaigns, service level changes, and portal updates.
• Conduct competitor and market analysis to maintain a high-value, differentiated customer proposition aligned with Skipton’s target market and strategic plan.
• Champion digital growth, enhancing content and user journeys within the customer portal and optimizing channels like mail, email, SMS, and notifications.
• Manage stakeholder relationships internally and externally, ensuring clear communication and governance across agencies and partners. Manage a significant budget aligned with service goals.
• Contribute to the FA fair value assessment and maintain accurate, current proposition literature.

What Do We Need From You?

We’re seeking someone with prior experience in similar roles, possessing:

• Leadership skills to inspire and drive team performance and continuous improvement
• A passion for making financial advice accessible and valuable
• Financial services expertise, preferably in proposition roles within the mass affluent market
• Autonomy and curiosity to learn independently and stay ahead of industry trends
• Strong communication skills to influence stakeholders at all levels
• Analytical skills to interpret data and market developments for strategic insights
• Excellent planning and prioritization abilities
• Relationship-building skills for cross-team and external collaboration
• Deep understanding of financial advice, compliance, and customer value
• Ability to interpret customer behaviors and turn insights into service improvements
• Experience with digital channels and enhancing multi-channel communications
• Confidence in using MI and service data for decision-making
• Awareness of compliance and governance standards