Company: MSLGROUP Germany
Location: Leeds

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Leeds

At an exciting time for Link Asset Services, we have a vacancy for a Customer Service Manager position in our Fund Solutions area of the business. Based in our Leeds office, you will be accountable for the performance and development of a unique and bespoke team of customer service administrators for a specific client base. Culturally you will be a proven people manager but will also couple this with an ability to focus heavily on understanding and working with the client. Stakeholder management is key, as is an appetite to work in a fast paced and evolving environment.

Responsibilities include:

  • Provide guidance and strong leadership both with technical and customer service skills
  • Demonstrate strong and effective stakeholder and client relationship skills
  • Work with the client and the project team to drive change and continuous improvement within the team in both project and live development phases always ensuring that the customer is front and centre
  • Be a hands on coach and team player who nurtures, develops and motivates the team from within and also utilises support functions to grow team expertise
  • Constantly review errors and breaches and proactively build new processes and controls to ensure that the risk is effectively managed and the customer journey is second to none
  • Work alongside other business units to share best practice and resources and create an ethos of one team across the division and globally
  • Provide technical expertise for project implementation and reviews
  • Manage risk and conduct activities within the individual function forging strong links with compliance, risk and audit teams
  • Communicate effectively within the team and to other business areas and stakeholders
  • Ensure business as usual service level agreements and key KPIs are met and that plans are maintained to keep focus
  • Proactively seek new ways of working, sharing best practices across other business units and leverage on collective working
  • Ability to influence effective performance through solid leadership and communication
  • Ensure teams are effectively coached and managed and that people practices are well embedded
  • Confidently acting as and ambassador for the team both internally and externally
  • Oversee and partake in the resolution of complaints, ensuring that good practices, knowledge and regulatory principles are adhered to


Qualifications


Required

  • Solid experience of performance management and leading teams
  • Solid experience of managing deadlines and service level provision
  • Experience of driving continuous improvement activity
  • A strong influencer
  • Be able to demonstrate a good understanding of the management of risk and conduct
  • A good knowledge of the managing and developing customer focussed teams and the end to end journey
  • Solid stakeholder and client management skills with the ability to present confidently
  • Demonstrates resilience and accuracy in a very fast paced environment
  • Self-sufficient and self-motivated with the ability to review current practices and make recommendations for change


Desirable

  • Technical experience in the Wealth Management space
  • Investment Operations Certificate qualification (3 modules)


Additional Information


Please be aware our Leeds office is relocating to brand new offices in Leeds City Centre from January 2020.

You will be offered a competitive salary starting with excellent training

Link Group’s purpose statement ‘Together we achieve’ reflects how much we value working together: with each other; with our clients; and with third parties, to help everyone achieve success – both personal and professional

We have an ongoing commitment to career progression, training and education as well as a competitive compensation and benefits package that under pins this.

At Link, you’ll find we support achievement and celebrate success. So, if you want to be a part of this, click the ‘I’m Interested’ or Apply button…


Additional benefits:

  • 23 days annual leave, rising to 25 days after 2 years service
  • Funded employee development (IOC Certificate)
  • Discounted high street voucher scheme
  • Free office fruit baskets delivered twice per week
  • Dress for Your Day dress code
  • Regular social events
  • Cycle to work scheme