About the job
Join our dynamic team at ajbell1 as a Team Leader in our Cash Operations Department, where we excel at managing cash flows for funds on our Platform.
In this pivotal role, you will oversee and enhance workflows within the Cash Operations Teams while providing essential training, development, and coaching to ensure our team delivers exceptional operational service. You will also serve as the primary point of contact for technical inquiries from team members and across departments.
Key Responsibilities:
- Efficiently manage all team tasks with meticulous record keeping and control.
- Ensure all internal and external Service Level Agreements (SLAs) are consistently met.
- Develop and present Key Performance Indicator (KPI) data and Management Information (MI) to optimize productivity in achieving SLAs.
- Keep team procedures current and compliant with company standards.
- Uphold our high customer service standards through regular quality assurance checks and constructive feedback.
- Coach and nurture team members through regular one-on-ones and performance evaluations, addressing training needs promptly.
- Continuously assess existing risks and identify new ones, implementing effective controls to minimize business risk.
- Collaborate with other teams to ensure streamlined operations and enhance the client experience.
- Respond to customer inquiries with urgency and professionalism, striving to resolve issues before they escalate into formal complaints.
- Strictly adhere to FCA Regulations, reporting any breaches or suspected breaches to the Line Manager immediately.
- Support project implementations, software fixes, and upgrades through thorough testing and defining processes and procedures.
- Undertake ad hoc tasks as directed by the Cash Operations Manager and Head of Custody.
- All responsibilities must align with our group procedures and reflect our Guiding Principles.
- Ensure compliance with regulatory requirements, including consumer duty.
- Handle vulnerable customer situations with best practices, documenting all reasonable steps taken to ensure fair treatment.

