What the Hiring Manager says
An exciting opportunity for an individual has arisen within the Quilter Private Client Advisers Service Development Team. The role is a maternity cover supporting the business’s strategic vision to develop a leading end to end advice process, ensuring that Quilter Private Client Advisers continues to develop a robust and efficient advice and servicing model that meets the reasonable expectations of High Net Worth clients and makes us easy to do business with.
This role has significant focus on improving our internal efficiency and advice service quality levels and helps facilitate a more integrated client experience across the wider wealth management proposition
This role is vital to Quilter Private Client Adviser’s continued success and is part of a wider team that delivers on our customer promises and supports our Financial Planners to deliver quality holistic financial advice. Experience within a Financial Advice business would be an advantage for any potential candidate.
Christian Wynne – Service Development Manager
About the Role
Level: Level 3
Department: Quilter Private Client Advisers (QPCA)
Location: Hybrid Working from one of the following offices: Birmingham, Leeds, Chester, London, Exeter or Carlisle. Homeworking would be considered based on home location. The role will require collaboration with regional teams and colleagues across Quilter Private Client Advisers and Quilter Cheviot.
Contract type: Temporary – One year to cover maternity cover (April 2023 – April 2024)
Advice process simplification
As the Advice Process Specialist you will be contributing to the planning and definition of end to end service improvements building a programme of developments that challenges us in terms of ‘what good looks like’ for clients and financial planners.
You will scope and deliver a schedule of improvements to the end-to-end advice process to simplify/optimise efficiency of service and improve value to clients. This will involve:
Defining requirements
Reviewing the impact of wider advice standards and guidelines that govern our advice process
Recommending change initiatives and gaining stakeholder engagement and buy in
Planning delivery steps
Implementing changes
Performing user acceptance testing
Preparing training and readiness plans and materials
Ensuring client documentation is reviewed at every juncture of process improvement to simplify, reduce length, ensure relevancy and improve clarity.
You will be working with other experienced colleagues, including the Head of Competence and Oversight to ensure that process improvements are robust and meet all governance and oversight expectations.
You will measure the extent to which service improvements we implement either increase adviser capacity; improve advice lead times, accuracy and experience for clients; or create a more engaged and productive colleague experience.
You will also support the exploration of new tools, systems and technology into QPCAs advice process to facilitate the provision of more holistic advice, enhance client value and reduce internal inefficiencies.
Client journey
You will collaborate with subject matter experts to develop QPCA’s ideal client journey, aligned to client need, value and regulatory obligation. You will be seeking opportunities to refine customer experience to deliver leading/best-in-class High Net Worth advice processes.
You will participate actively in initiatives that seek to improve/simplify the client experience across the wider wealth management proposition (clients who are part of both Quilter Cheviot (QC) and Quilter Private Client Advisers (QPCA)).
You will be working with wider teams in QPCA as well as Quilter Financial Planning, Quilter Cheviot and the Quilter Investment Platform to establish, challenge and monitor service levels across the client journey. You will identify opportunities for closer intra group collaboration or alignment to enable greater integration or simplification of the experience for clients.
Stakeholder management
You will represent QPCA at key Quilter forums and working groups, leading discussions where relevant.
You will seek and manage 360 feedback from Financial Planners and support teams on all aspects of process development.
About You
Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you don't match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.
To succeed in this post, you will have extensive organisational skills, whilst also being able to pay attention to detail, but also being capable of planning strategically.
You naturally have a curious mind and are proactive in problem solving and know how to be resourceful.
You are a strong communicator, able to engage with senior stakeholders, peers and colleagues from the wider Quilter organisation.
Our purpose is to help the generations today and tomorrow to prosper. That means we must guide people through the complexity of planning for their future, with the right financial advice and investment solutions, so that they can have more secure financial futures.
In this ever-changing world, we see that our role in society has never been more meaningful, and we are committed to using our expertise and care to guide our customers through these challenging and unprecedented times.
Our impressive talents and capabilities set us apart, but our unwavering commitment to our customers is what defines us. We truly believe that we have all the ingredients to be the very best in our industry, and we want great people with the care and creativity that we need, to help us get there.
We are passionate about building an inclusive culture where everyone’s contribution is valued, and our people can thrive. No matter what your role is or where you sit, your voice will matter. We hope you like what you hear and are interested in learning more about joining us.
