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Waystone leads the way in specialist services for the asset management industry, partnering with institutional investors, investment funds, and asset managers to build, support, and protect investment structures and strategies worldwide.
With over 20 years' experience and a comprehensive range of specialist services, Waystone is now serving assets under management in excess of $2Tn, providing clients with the guidance and tools to focus on managing their investment goals with confidence.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Reporting to the Customer Service Manager, the Assistant Manager will provide leadership, coaching, support, and performance oversight to a high-performing customer-centric team of approximately 10 individuals with varying degrees of experience, skill, and tenure in a complex and regulated environment. The role holder will need to be a self-starter and self-sufficient at times, capable of working both within a close-knit team and independently as required.
Assistant Managers are responsible for leading their teams to achieve Key Performance Indicators (KPIs), client service standards, and embedding first-class customer service practices to enhance the customer experience at every touchpoint. Each employee must adhere to Waystone's policies, procedures, and service level agreements.
REQUIREMENTS
Strategic Focus
* Lead a Customer Service team to deliver on business and client KPIs and SLAs.
* Engage in both strategic and tactical objective settings to support and shape operational service goals.
* Execute appropriate people activities, including performance reviews, monitoring of mandatory training completion, probation reviews, and 1:1 meetings.
* Ensure operational controls are carried out in accordance with laid down procedures to mitigate business risk.
* Champion and embed new ways of working across the team and foster a high-performance, continuous improvement culture.
Maintain and manage a good overview of the resource position and requirements to fill gaps.
* Use appropriate MI to identify and manage performance, escalate concerns, and provide suggestions for solutions.
* Maintain up-to-date process and procedure reviews as appropriate.
Work closely with wider department leaders to ensure common goals are shared and executed.
Governance & Risk
* Take an active role in management, oversight, training, and coaching around breach recognition and prevention.
* Ensure all team members, and self, are up to date on the required skill set and mandatory learning to maintain standards, manage service requirements, and reduce risk.
* Engage in compliance and oversight initiatives as appropriate.
Experience and Personal Attributes
* Previous people management experience.
* Experience working within a regulated environment.
* Proven customer-centric mindset with a natural desire to problem-solve.
* Demonstrate consistent role model behaviors and advocate a professional culture in others.
* Excellent ability to communicate effectively at all levels and with external stakeholders.
* Outstanding interpersonal skills with the ability to build relationships at all levels and with external stakeholders.
* Highly organized with the ability to adapt to changing priorities.
* Ability to remain calm under pressure and work in a fast-paced environment.
* Strong influencing skills.
* A self-starter with a positive 'can do' attitude, willing to take ownership for service delivery.
* Focused and active on becoming multi-skilled for own development.
* Ability to support others with own knowledge and skills.
* Provide coaching and feedback to operational/CSC teams as appropriate.
* Desirable: Attained or working towards full (3 modules) of IOC qualification.
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