Platform Relationship Manager (based in North East region)

Purpose

To provide support to Wealth Managers and Advisers using the 7IM platform. The overall purpose of the role is to work with our clients to ensure that the 7IM platform is fully embedded into the office, processes and systems of an advisory firm to increase the efficiency of their business and hence enable our clients to deliver their desired service and proposition to their customers.

The role reports into the Platform team and must work closely with the Platform Service and Proposition team to keep informed of all platform knowledge. Simultaneously the role will work within the regional sales and relationship management team. The platform target is a subset of the regional target and hence the role holder will be required to work with their regional team to ensure that not only is the platform target met but that the entire regional target is achieved.

The role involves extensive face-to-face and direct telephone contact with wealth managers and advisers plus their office staff. The role holder will take primary responsibility for the accurate administration and growth of their client’s business with 7IM.

This role will be remote based in the North East but it is expected that a large portion of the role holder’s time will be spent face to face with our clients, either in their offices or on Microsoft Teams, hence extensive travel may need to be undertaken; with occasional travel to London for meetings.

Responsibilities

• Build relationships with Wealth Managers and train them to use the 7IM platform both face-to-face and on the telephone.
• Build an understanding of our client’s business and promote additional 7IM services where appropriate.
• Support the Senior Platform Team and Business Development teams to win and embed new platform clients.
• Increase the take up of platform processes that create efficiencies for 7IM.
• Upon delivery of new online and electronic functionality ensure the embedding and targeted usage is achieved.
• Take ownership and completion of queries from advisers.
• Build a detailed platform knowledge, and where required, provide platform training and support to others in the regional team.
• Gather feedback from our clients for feeding back to the platform proposition and service team.
• Support of regional events and campaigns.
• Seek opportunities to cross sell 7IM products and services to increase 7IM margins.
• Take responsibility to ensure all client and Wealth Manager communications are accurate, appropriate and delivered at the right time, including emails, letters and reports.
• Take telephone queries from Wealth Managers, escalating in a minority of cases where appropriate.
• Suggest realistic appropriate improvements to the company systems and procedures to continually improve service to clients and Wealth Managers.
• Ensure that the FCA policy of Treating Customers Fairly and Consumer Duty is followed as well as working in accordance with 7IM’s mission and tenets.
• Other tasks, as reasonably requested by your manager.
• Co-ordinate with the Platform Service managers to ensure that all work is prioritised and managed effectively in accordance with 7IM platform service agreement.
• Ensure that all compliance requirements (including training and tests) are completed in appropriate timescales.
• In this role, it's essential that you consistently follow the FCA's Consumer Duty principles. You're expected to act in good faith, prevent potential harm, and actively support our customers in achieving their financial goals.

Skills/Other relevant information

• Accuracy, thoroughness and attention to detail in order to maintain the highest levels of service.
• Assertiveness and tenacity combined with diplomacy and sensitivity, to build and maintain good relationships with Wealth Managers, Advisers, firm office staff and colleagues across the 7IM company. The ability to drive through and ensure that necessary actions are taken to service the Wealth Managers, whilst maintaining positive relationships with them and within the company.
• Telephone answering, rapport and relationship building skills in order to rapidly establish a high level of trust with the Wealth Managers, to manage expectations, and to demonstrate a high level of ownership, competence, reliability and responsiveness.
• Ability to work within a regional team which includes both Relationship Managers and Business Development Managers. The team will work towards a shared set of targets.
• Accuracy, thoroughness, and attention to detail to maintain the highest levels of service.
• Written skills, to clearly, concisely and thoroughly present information to Wealth Managers.
• Numeracy skills to understand process and check a range of data.
• Planning and organising skills to maximise the efficiency of operation and service, including prioritising appropriately.
• Flexibility and innovation to handle and support changing (and sometimes conflicting) needs and demands, and continually to improve working practices.
• Personal development focus, taking responsibility for driving both personal and professional development to maximise effectiveness in this demanding role, and to grow with the role, and beyond.
• Be able to interact and work effectively with Platform Service managers to deliver outstanding service delivery to 7IM platform clients.

Knowledge

• In depth knowledge of the UK platform market, including the regulatory environment.
• Experience of retail investments and investment management (including operational knowledge) would be advantageous.
• Understanding of the advice process and advisory market in the UK.
• Relevant regulation and policy knowledge.
• Excellent working knowledge of e-business, especially in applications to Financial Advisers.
• Knowledge of the investment management industry is preferred.
• Knowledge of Pershing systems and procedures would be beneficial but not essential.
• Understanding of commercial objectives of team and 7IM as a whole.

Qualifications

• Relevant Financial Services qualifications will be advantageous.