Client Support Service Team Leader

Location:

Dublin, Leinster, Ireland

Salary:

Competitive

Type:

Permanent

Main Industry:

Search Finance, Banking & Insurance Jobs

Other Industries & Skills:

Customer Service & Call Centre Human Resources

Advertiser:

Allied Irish Bank

Job ID:

131061036

Posted On:

07 September 2024

Client Support Service Team Leader

About the company:

Goodbody is a leading financial services firm, committed to serving and growing client relationships for 150 years. We are a full service, investment-led business offering wealth management, asset management, investment banking and private equity services. Our staff of over 400 work in offices across Dublin, London, Cork and Galway. We’re proud to offer prospective employees a professional, collegial work environment that encourages diversity of thought and background. Our reputation in the Irish market for putting customers first is as consistent as the company’s long-standing commitment to giving back to the communities that we work in.

A great opportunity has arisen for a Client Support Service Team Leader at Goodbody.

The Client Support Service Team Leader reports to the Client Onboarding, Maintenance and Monitoring Manager.

About the Client Support Service Team Leader role:

People Management and Development

-Coach and mentor your team to deliver a high quality service to internal and external customers. Encourage and empower all team members to pro-actively propose and drive change where appropriate
-Encourage and develop a strong team culture within your team and the department, while fostering an environment that creates open and regular communication throughout the team and department
-Oversee, set, and manage clear and fair objectives for all team members and ensure a job description is clearly defined for each team member
-Focus Team members to take full ownership and responsibility for all tasks assigned to them
-Ensure that the workload within the team is fairly and evenly distributed. Delegate accordingly
-Non-performance of team members is dealt with fairly and professionally and in line with Goodbody Procedures.
 

Service & Efficiency Delivery

-Oversee the delivery of services provided by the team to its internal and external customers
-Encourage staff to question and challenge traditional ways of working in order to identify tasks/areas where greater efficiencies can be made. Support and drive initiatives resulting from these sessions
-Ensure the team are responsive to internal and external change initiatives
-Maintain a robust and timely service, with sufficient Controls in place
-Challenge current alignment of processes to ensure the greatest possible customer service
-Staff are aware when the need arises to escalate matters and do so in a timely manner
 

Governance

-Make sure the team is appropriately resourced and cross-trained for all roles
-Ensure that all tasks performed by the team are compliant with all relevant policies and procedures review, implement and manage appropriate controls to ensure minimal risk exposure within the team.
-Ensure all tasks are contained in procedures which are reviewed at least annually and maintained in our central application.
-Oversee ongoing team compliance with regulation.
-Maintain and enhance strong operational oversight and controls and that said RCAs are uploaded onto the relevant governance mechanisms.
-Deliver accessible KPI metrics to management.
-Ensure the Head of Client Support Services, Risk & Compliance functions are appraised regarding incidents, losses, and changes to business flows. Provide full cooperation to those areas where necessary.
-Provide objective, constructive feedback and recommendations to managers on key processes based on any incidents that arise.
-Ensure meetings are minuted and evidence of challenge exists.
-Provide support for both internal and external audit functions.
 

Strategic Planning

-Provide input into the departments strategic plans identifying action points required for your respective Team
-Assist the Head of Client Support Services on strategic developments within the section; focusing on maintaining a close alignment to changing market trends and services
-Champion and Sponsor change projects within the department, driving them to implementation
 

Customer & Vendor Relationship Management

-Build and maintain strong relationships with all colleagues, relevant vendors/customers and stakeholders
-Design and implement in house training/briefing sessions on the services provided by your team
-Formally measure the Service Level Agreement with our outsource provider on an ongoing basis
-Represent the Client Support Services on internal/external forums with the ability to obtain a favorable resolution for all concerned
 

Qualifications and Experience required for the role:

-Candidate should have at least 2 years Financial Services or relevant full-time management experience
-Experience of managing a team/project would be an advantage
-Experience of different stockbroking functions would be an advantage, in particular a background working in a back / middle office settlements environment would be beneficial
-Knowledge of the current regulation environment would be an advantage
-Relevant Third level qualification would be an advantage
 

Appointment to this role is subject to the candidate’s eligibility to work in Ireland.

Unsolicited CVs / profiles supplied to us by recruitment agencies will not be accepted for this role.

Goodbody is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Please read the Goodbody Recruitment Privacy Notice. By submitting your personal data to us, you acknowledge that you have read and understood this Privacy Notice and agree to the use of your personal data in line with this. We will only use the information that we collect about you lawfully in accordance with the Data Protection Acts, 1988 and 2003 and the EU General Data Protection Regulation (GDPR). Goodbody Stockbrokers UC, trading as Goodbody, is regulated by the Central Bank of Ireland. In the UK, Goodbody is also subject to regulation by the Financial Conduct Authority. Goodbody is a member of Euronext Dublin and the London Stock Exchange.

Goodbody is a member of the group of companies headed by AIB Group plc.

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