Transfers Team Manager

Title:Transfers Team Manager

Location:Hybrid - 3 days in Manchester, 2 days remote

Salary:From £36,000

We are interactive investor (ii), the UK’s number one flat-fee investment platform, here to help our customers take control of their financial future.

For a simple, flat monthly fee we provide a secure home for customer pensions, ISAs and investments. Other providers charge a percentage fee, which means the amount a customer pays increases as their investments grow. Our flat fee stays the same, so ii customers keep more of their money. Additionally, we provide an industry-leading selection of investments and a team generating up-to-date expert insight.

This choice and intelligence can help our customers invest in the way that’s right for them.

interactive investor has been helping investors for 25 years. Over the years, we have seen market highs and lows, and been resilient throughout. We are proud to have over £45 billion of assets under administration, over 350,000 customers, and to be rated ‘Excellent’ on Trustpilot.

It’s simple … we want our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to be a workplace where we can all thrive. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight-talking and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver.

We are ambitious and passionate about what we believe is right for our customers, our teams, ourselves and interactive investor.

Reporting to the Operations Manager, the Transfers Team Manager is a key role within the Transfers wider Leadership team. You will be responsible for providing inspirational leadership to a team which can consist of Transfer Specialist/s and Case Handlers managing ISAGIA transfers. You must be confident in providing effective coaching, communication, feedback, development, recognition and ensuring adherence to HR policies where relevant.

In addition, you will be accountable for managing and achieving key KPI’s, quality excellence and risk management for the team and department ensuring all internal and external policies and industry regulatory requirements are adhered to. You will deputise for the Operations Manager on an ad hoc basis and support Transfer related projects where relevant.

Our aim in Transfers is to be a highly efficient and successful operation, providing a first class service to our customers, and an industry leading Transfers experience.

We are looking for a dynamic individual, who can provide strong and effective leadership whilst still working effectively as part of a wider team within Transfers and across ii.

• Experienced people manager with ability to manage, develop and coach high performing teams and individuals within a regulated, fast paced operational environment.
• Maximise team efficiency through effective resource and skills management/planning, to build a multi-skilled function, ensuring competence is continuously assessed and built on.
• Help deliver a multi-channel service, supporting inbound and outbound contacts including telephone calls, emails and secure messaging
• As a member of the Operations Leadership team, build an empowered, motivated and passionate team, rewarding excellence and managing performance through a culture of ownership and continuous improvement.
• Lead and drive short, medium and long term strategic plans through identifying change and improvement initiatives to deliver sustained operational improvement
• Capability to respond with agility to organisational and regulatory change.
• Build and maintain relationships internally in ii and externally across key partners to drive the success of the business
• Maintain the first line of risk defence by identifying, logging and driving improvements to risks for your team
• Maintain the first line of compliance defence by ensuring team adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance, with particular reference to CASS regulation
• Res…