Technical and Projects Manager, Client Services

JOB DESCRIPTION

This role involves management, review and improvement of the pensions operations and client services function within the Guernsey office, including managing various projects relating to the client services team; providing support to the team by increasing efficiencies; designing, drafting and delivering training; and working directly with other departments to ensure administration, IT systems and operational processes are fit for purpose. The role also involves management of a small team of administration staff at varying levels, with particular focus on relationship management and communications with external parties. The position also involves responsibility for delivery and oversight of regulatory reporting, and will also require the oversight of product management and delivery, and thus carries some responsibility for governance and risk.

The Technical and Projects Manager reports directly to the Board with the Client Services Director as line manager.

RESPONSIBILITIES

The primary focus of the role is management of the processes in place and identifying any inefficiencies in order for the day-to-day operations of the team to be improved. It may also include the design and implementation of new processes. There is responsibility to stay abreast of all relevant legislation that impact the administration delivery. This will include seeking and making improvements and working closely with the other operational managers (the “Managers”) to prioritise areas of administration which require addressing.

The Technical and Projects Manager will be required to have input on any development of systems being used, will seek input from any other impacted departments to ensure all considerations are thought of, and then subsequent communications of changes made through training. The role will entail communication both internally (administrative staff) and externally (BDM’s and/or other third parties). It will also require liaison with other managers in Group pension administration centres.

There will be specific responsibility for the delivery of the Annual Pension Statements in line with current regulatory requirements  to all members, as well as providing assistance and input on the fulfilment of all other reporting obligations to relevant authorising bodies, including the GFSC, GRS and HMRC amongst others.

You will be responsible for managing administrative staff who will primarily be focused on the communication with external and internal parties in order to effectively communicate updates on ongoing administrative work being completed and building relationships to encourage the development of new business from introducers.

The role will also include the management of the various products on offer, including as necessary any updates to product literature, reviewing market suitability and proposing suggested changes where appropriate. The operational delivery of new products, and product reviews also fall in the remit.

The role also involves joint responsibility with other managers for team issues, structure and development.

DUTIES (included but are not limited to)

• Ensure suitability of processes for any administrative duties being outsourced to other offices, review accuracy and completeness of work being conducted and identify and correct errors in procedures (for example with Sovereign Wealth);
• Research and create new processes based on pertinent regulations, including creation of checklists, version control and relevant training;

• Provide assistance to the SPS(CI)L Board in reviews of existing products and processes to maintain suitability, profitability and administrative effectiveness;

• Participate in Group Ops’ forum meetings to provide input on group-wide operations issues and implement any changes to be made locally;

• Manage or assist with project-driven external communications pieces e.g. IFA mailouts, CDD projects and member annual statements.;
• Collaboratively work with the Client Services Manager to ensure prioritisation of relevant projects, tasks, etc.​;
• Collaboratively work with the Client Relationship Manager to ensure complaints and issues are handled and resolved in a timely manner;​
• Assist the Client Services Manager with staff recruitment, where required;
• Work with the other Managers to create and develop training material for use of staff (locally and for other offices) including as necessary any delivery of training sessions or presentations;
• In conjunction with other Managers and departments, develop, initiate, maintain and revise relevant policies, procedures and checklists for the general operation of all impacted teams;
• Coordinate with other managers and departments as required, such as in relation to projects or legal and regulatory changes which impact the company and its business;
• Management of administrative staff, including completion of performance reviews and appraisals;
• Ensuring products are suitable for operational delivery and are effective. This includes updating of product collateral as necessary;
• Delivery of Annual Pension Statements to all members;
• Ensuring fulfilment of regulatory reporting obligations by relevant deadlines;
• Ad hoc projects – eg design delivery and implementation of new fees
• Assisting with the integration of any acquisitions
• Provide cover and assistance, as required on an ad hoc basis, to the Managers to ensure that sufficient and effective supervision of the day to day administrative management duties of the Client Services team is maintained at all times;
• Contribute to management discussions including Department Heads meetings;
• Liaise with other Managers to provide input on staff appraisals;
• Strive to create a positive culture that benefits staff, clients and the group as a whole;
• Act as a mentor to junior staff;
• Ensure that technical knowledge is shared amongst the team;
• Provide assistance in product development to ensure suitability and operational readiness from outset of creation, and provide relevant training as necessary;
• Record chargeable and non-chargeable time for work undertaken;
• Act as Authorised ‘A’ Signatory;
• Provide reports directly to the Board as required;
• Availability for work on group-wide projects as required, or other projects at the discretion of the Board or needs of the Client Services team;
• Support the Sovereign Group Mission, Vision, Values & Goals:
  • Mission = Listening. Understanding. Planning. Delivering.
  • Vision = To be the best at helping our clients achieve their aspirations.
  • Values =
    • Superior Service
    • One Team
    • Versatile
    • Ethical
    • Respect
    • Expertise
    • Independent
    • Grow
    • Nimble
  • Goals =
    • Grow Sovereign Organically and through acquisition
    • Operate collaboratively, driving efficiency, consistency, knowledge, sharing and group cross selling
    • A leading provider for our financial solutions in all our jurisdictions
    • Leveraging our success to invest in our people and our infrastructure
    • Strive for excellence

• Take responsibility for personal development, in line with agreed performance appraisal objectives;
• Maintain a sound knowledge of the products and services offered by the company;
• Undertake training as required;
• Any other related duties as may be requested by a director from time to time.

PERSON SPECIFICATION