About the job
We are seeking a dynamic and experienced Team Leader to join our Cash Operations Department at AJ Bell. The Cash Operations Teams play a crucial role in managing cash flow for funds entering and exiting our platform.
In this leadership position, you will oversee and enhance workflow efficiencies within the Cash Operations Teams while providing training, development, and coaching to team members to uphold the highest operational standards. You will also serve as the primary point of contact for all technical inquiries from within the team and across different departments.
Key Responsibilities:
- Ensure that all team activities are conducted efficiently and with accurate record-keeping.
- Meet all internal and external Service Level Agreements (SLAs).
- Develop and produce effective Key Performance Indicator (KPI) data and Management Information (MI) to enhance productivity.
- Maintain up-to-date team procedures in accordance with company policies.
- Conduct regular quality assurance checks to ensure high standards of customer service and provide actionable feedback.
- Mentor and develop team members through regular one-on-one meetings and performance evaluations, identifying and addressing training needs.
- Continuously assess existing risks and identify new ones, implementing key controls to mitigate risks to the business.
- Collaborate effectively with all departments to ensure streamlined operations and a positive customer experience.
- Address customer inquiries promptly to minimize formal complaints.
- Ensure compliance with FCA Regulations, reporting any breaches or suspected breaches to your Line Manager immediately.
- Support project implementations, fixes, and upgrades by conducting thorough software testing and aiding in the development of processes and procedures.
- Perform additional tasks as required by the Cash Operations Manager and Head of Custody.
- Carry out all responsibilities in alignment with group procedures and our Guiding Principles.
- Ensure all duties comply with regulatory requirements, including consumer duty.
- Approach vulnerable customers with best practices, documenting reasonable steps taken to ensure fair treatment.

