Account Closure Team Manager

Overall purpose of the job

The Account Closure & Deceased Team Manager oversees a team responsible for administering internal account closures and external account closures with proceeds being moved off our platform. Additionally, the manager is responsible for overseeing the management of deceased clients on the platform. This involves validating death certificates, freezing accounts to prevent unauthorized transactions, overseeing the shift of responsibilities, and coordinating with various third parties. The manager must ensure adherence to estate laws, manage the liquidation of assets and transfer of management as needed, and communicate effectively with advisers, clients, and third parties to facilitate a seamless transition. This position demands close attention to detail and the manager must comply with estate laws, manage asset liquidation, ensure smooth transitions by communicating effectively with advisers, clients, and third parties, and ensure the team meets agreed SLAs.

About Benchmark

Our award-winning, proprietary solutions cover regulatory, platform and investment services, and are designed to support advisers at every step of their journey – from starting and running a financial advice business more productively and effectively, to accelerating its growth and realising its value.
We support high quality financial advisers with our award-winning technology and support services. 

And with our own Financial Advice business, we help families find solutions to meet their needs and aspirations and achieve peace of mind. By providing access to higher quality solutions, we make it easier for them to meet and exceed their goals.

Ensuring good client outcomes, with the client’s interests central to decision making, is very important at Benchmark. Treating Customers Fairly principles are embedded within our organisation and we take responsibility for embracing and promoting our duty of care to all clients, including those who may be more vulnerable than others.

The base

You'll be based at our Schroders Campus near Horsham in West Sussex. It has high standards and international reputation, without being in the city: a big, countryside campus means life will feel a little different. We support our offices by using cutting edge software and hardware and our spacious campus facilities mean there's a great working environment for the team. With an on-site restaurant, coffee shop and gym, our campus has much to offer. And commuters can relax on our dedicated regular shuttle bus to and from Horsham’s main line train station.

What you'll do

•    Manage a team of associates and senior associates and complete one to ones, appraisals and coaching where required.
•    Oversee the end-to-end processes for the team, ensuring KPI's are consistently achieved. 
•    Drive the right attitudes and behaviours within the team.
•    Drive operational efficiencies within the team to ensure the team are well positioned from a cost base perspective.
•    Ensure that the control framework is fit for purpose to ensure that so that key risks are understood and contained.
•    Collaborate with other team managers with Operations to ensure a high level of service is delivered across the Platform. 
•    Drive process improvements and automation initiatives to streamline processes, enhance scalability and reduce manual interventions.
•    Deliver effective performance MI to enable you to manage and apply your resource effectively and drive a high performing team.
•    provide executive updates on key initiatives.
•    Setting goals and holding regular check ins with your team.

The knowledge, experience and qualifications you need

•    Ability to achieve a high performing team through effective people management.
•    Understanding of how to effectively delegate and when it is appropriate to do so.
•    Lead through change and understand the impacts of change on your team and the wider business.
•    Ability to think more broadly and understand the impact of your processes and actions on the wider business.
•    Knowledge of the Platform processes and procedures. 
•    Ability to manage difficult situations.
•    Previous experience of managing a team effectively.
•    Experience of setting goals and providing effective feedback.   
•    Strong interpersonal and communication skills, with the ability to collaborate and build relationships with internal and external stakeholders. 
•    Excellent problem-solving skills and the ability to analyse complex issues and implement effective solutions. 
•    Previous platform experience/Financial Services experience (Preferred)
•    Studying towards industry exams (Preferred)
•    Proficient in MS suite of application including Excel/Word/Powerpoint (Preferred)
•    Ability to work under pressure, meet deadlines.

What you'll be like

•    Promoter of the Treating Customers Fairly principles and deliver your own responsibility for the duty of care to our clients.
•    Passionate – Have a desire to work as part of a successful organisation within the finance sector. 
•    Be a force for good - Commit to being part of the solution as opposed to adding to the problem.
•    People Focussed – Enjoy working closely with a team and have a passion for improving individual performance.
•    Embrace change - Benchmark is forever evolving as a business, and there will be changes made to the business model. 
•    Resilient - Benchmark is a diverse and complex business. You will need to be able to understand multiple processes and navigate the ever-changing landscape.
•    Leader mindset – Posses the right attitude and behaviours of a leader. Act as a role model for others
•    Positive outlook – Possess a positive attitude. Face challenges head on and drive positive outcomes.

We're looking for the best, whoever they are

Our purpose is to provide excellent client outcomes and service. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics