Operations Executive

Novia Global; Bath; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Discretionary bonus

Employer pension contribution 9%

33 days annual leave

Opportunity to buy/sell 5 extra days

Job summary

Novia Global is seeking an Operations Executive to deliver high-quality service to advisers and clients, handling enquiries and a range of administrative tasks. You will support day-to-day operations, manage client records, and assist with platform setups, ensuring efficient, compliant service.

The role focuses on accurate processing, responsive problem solving, and contributing to a strong customer journey in line with regulatory requirements.

Qualifications

• Excellent interpersonal and communication skills.
• Ability to work well individually and as part of a team.
• Strong data and analytical processing skills.
• Self-motivated and pro-active.
• Willingness to learn.

Responsibilities

• Deliver day-to-day support to advisers and clients, handling telephone enquiries and administrative processes.
• Manage changes to client records, manual trading, platform issues, and platform set-ups.
• Respond to general adviser and client queries with high-quality service and timely resolution.
• Maintain compliance with risk, confidentiality, GDPR and CASS rules.

Skills

Interpersonal skills

Communication skills

Data analysis

Self-motivation

Job description

Novia Global launched in 2015 and provides a platform service for Advisers, Private Banks, Trust Companies, and their clients.

We are completely independent with a focus on providing a service that delivers the opportunity for growth, control, flexibility, and adding value.

Through the platform, we offer access to products including a Global Investment Account and an International Self Invested Personal Pension (SIPP) with underlying assets include investment funds, exchange traded funds, and shares.

Job Summary/Purpose:

As an Operations Executive, you will be responsible for delivering a high quality of service to advisers and customers.

Operations is the centre of the business, and your role is to deliver good customer outcomes in a compliant and professional manner. This includes accurately and efficiently handling any requests and correspondence with advisers, customers, internal, external and third parties, through various communication channels.

Client Services – Adviser and Client Servicing

In this role, you will provide day-to-day support to both advisers and clients, handling telephone enquiries and a range of administrative processes. Responsibilities include managing changes to existing client records, manual trading, problem solving platform issues and supporting platform set-ups. You will also respond to a variety of general adviser and client queries, ensuring a high standard of service and efficient resolution.

Key Responsibilities:

Delivery and Quality of Service

• Responsible for processing and prioritisation of day-to-day tasks while maintaining a great level of service and quality
• Be the initial point of contact for our customers, advisers and external third parties, through their chosen channel
• Find solutions for our clients and engage with colleagues to improve the customer journey, increase efficiency and better our offering
• Adherence of Key Performance Indicators and Service Level Agreements
• Attend and contribute daily huddles and monthly team meetings
• Provide constructive feedback to Operations Manager on any process improvements
• Ensure the customer is at the heart of everything we do, and our actions deliver good outcomes in line with Consumer Duty requirements
• You will from time to time, be required to undertake other activities that fall within your capabilities as directed by the Operations Management
• Understands relevant regulation, risk, and control framework, and processes requests accordingly
• Acts swiftly to identify and escate incidents to Operations Managers via the documented escalation routes
• Following the event working with the Operations Managers on RCA and feeding into future preventative measures
• Attend all mandatory training relating to risk, confidentiality, data security, GDPR and CASS rules, within prescribed timeframes

Specialist Skills, Qualifications and Experience:

• Excellent interpersonal and communication skills
• Ability to work well individually and as a part of a team to achieve team and personal objectives
• Strong data and analytical processing skills
• Self-Motivated and pro-active
• Willingness to learn

Beneficial

• Experience in handling phone calls
• Have platform knowledge and/or experience, although on the job training will be provided
• Have knowledge of ISA and SIPP
• An interest in financial market and investments, especially exchange traded funds, mutual funds, equities and structured notes#

Rewards and Benefits

Novia Global offer a highly competitive range of rewards, benefits and recognition packages of which some are:

• Discretionary bonus scheme
• A contribution of 9% of your gross salary into your pension each month
• 33 days annual leave that includes English statutory bank and public holidays (prorated for part time employees)
• Opportunity to buy or sell an additional 5 days annual leave (prorated for part time employees)