Head of Client Administration/Operations Manager – Bristol

Salary: Competitive salary (dependent on experience), plus an exceptional benefits package including: 23 days’ holiday, bank holidays, 12 wellbeing days, support with professional training, 10% employers pension contribution, income protection scheme, private medical insurance, life assurance, healthcare cash plan and cycle to work scheme.

Home Working and Flexibility:  While this role is based in Paradigm Norton’s Bristol head office (Ham Green, Bristol BS20) with easy access to M4/M5 we are happy to facilitate a degree of home working (up to 50% of the time). We are also happy to consider flexible or part-time working arrangements (shorter working days, 4-day week etc.)

The Role:  Reporting into the Operations Director, the successful Head of Client Administration/Operations Manager with drive change and work to enhance, develop, implement and embed, process and system improvements and efficiencies across the client service administration function, ensuring the continuous improvement of this expanding business.

Responsibilities:

  • Work with the Client Services Administration team to identify and common issues and opportunities in administrative processes, making changes to ensure the consistent delivery of the highest quality client service.
  • Work with the Systems Manager on developing best practice, in both the use and application, of technology and the practice management system (Intelligent Office).
  • Implement process and system improvements, develop and share best practice and work to build trust, gain acceptance and embed change in the client services administration function across the business.
  • Assist the Business Service teams with the design, enhancement and delivery of training and technical support for new and existing administration staff as required (Intelligent Office, data management system etc.)
  • Support the transition and integration of administration work resulting from acquisition projects or new adviser induction.
  • Assist the Business Service teams with the design, enhancement and delivery of training and technical support for new and existing administration staff as required (Intelligent Office, data management system etc.)
  • Support the transition and integration of administration work resulting from acquisition projects or new adviser induction.
  • Assess the workload and capacity of the various administrative teams across the business, prioritising and reallocating work as required, to optimise the service delivered to the Advisers and Clients.
  • Work with the Systems Manager on project work relating to data integrity and maintenance
  • Work with the Compliance Manager to carry out regular reviews, ensuring any errors which indicate a training or developmental need are addressed and that compliance and quality is optimised.
  • Continuous improvement, streamlining and improving processes
  • Identify and take responsibility for ad hoc operational projects.

Skills and Experience required:

  • Experience of utilising business support systems (Intelligent Office or other Practice Management or CRM systems) to drive change.
  • Experience of developing, implementing and embedding operational and system process improvements and efficiencies.
  • Experience gained in an expanding (ideally multi-site), professional services environment.
  • Team Leadership experience, with the ability to gain consensus from, motivate and support teams, manage workflow and delegate tasks effectively.
  • A creative problem-solver, capable of finding solutions to difficult operational issues.
  • A quick learner, rapidly picking up knowledge of the company’s services, products, systems, compliance and administration procedures.
  • A service delivery, customer focused approach.
  • A strong technology aptitude, adept at utilising technology to enhance business processes.
  • Self-motivated, with a high level of organisation and attention to detail, the ability to work well under pressure and use initiative.
  • A confident and articulate communicator, a persuasive influencer, with the ability to build strong relationships with internal and external stakeholders.

Paradigm Norton places people at the heart of our company values so the successful candidate will enjoy a highly rewarding career, working for an award-winning, progressive company that invests in, values and rewards all partners.

NO AGENCIES PLEASE.