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| Regional Manager Bancassurance - London & South East Division |
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This position is Covering London and South East London
1 CustomerService
· Reviews service levels of FPAs and CRMs to ensure that customer needs are met (CRM Service Contracts and FPA reviews)
· Encourages customer feedback, analyses the feedback then designs and implements action plans accordingly
· Ensures FPAs & CRMs pro-actively engage with customers and branch teams
2 Business Performance
· Develop and implement plans for self and individuals in team, to achieve the value, volume, mix and quality of sales and client relationships required, through the development and management of advice and FPA/CRM team· Works closely with Regional Development Manager to progress trainee advisers into ongoing supervision in the required timescales
· Plan and lead effective team meetings that add value to both individual and team with action points documented· Ensures action points are reviewed and delivered
· Measures, monitors and tracks FPA/CRM pipeline and overall sales
· Monitors activity levels, forecasts future business levels, revises and updates business plan and reports against it regularly· Works closely with the Branch Managers, Regional Manager and Regional Development Manager to maximize capacity and sales opportunities as agreed in the Regional Plan
· Ensures FPA/CRM team uses all aspects of customer and product investment/advice propositions to achieve a growing share of wallet for Abbey through servicing and reviewing their client/customer base· Develop the use of Specialist Advice Services resources in the market to improve client advice, acquisition and retention e.g. Taxation, Trusts, Portfolio Review Service etc 3 Leadershipand PeopleManagement
· Ensures the effective performance management of all FPAs/CRMs, through managing both under and over performance in accordance with Abbey policy.· Pro-actively leads by example in supporting colleagues and team to embrace change
· Monitors and evaluates daily/weekly/monthly/ quarterly business acquisition, growth and retention· Identifies development needs of team and co-ordinates development activity as identified through personal coaching, regular observations and liaising with Group resources as appropriate
· Pro-actively develops FPAs/CRMs, ensuring they keep up to date with the investment industry
· Ensures development and career plans are in place and 'live' for all FPA/CRMs, enabling them to realize their full potential
· Ensures FPAs/CRMs maintain required knowledge, skills, behavioural standards and competences
· Reviews plans with each Branch Manager monthly, seeking feedback on FPA/CRM's performance
· Encourages and recognises good performance and behaviours and motivates the team· Facilitates the sharing and implementation of best practice within own team and across area/regional boundaries
· Network with other RMB's and attend Group Development sessions to refresh approach and to share successes / issues
· Encourages FPA/CRM team to identify additional opportunities and refer to appropriate branch advisers e.g.: banking, mortgages, insurances, and manage individuals to minimum expectations
· Provides coaching to FPAs and CRMs to ensure accurate gathering and use of customer information, fully utilising the available tools and systems (Partenon, Wealth Manager, Branch Contact Lists, etc).
Summary of Key Responsibilities
Sales Quality
· Manages FPA/CRM team to ensure sales and submission quality standards are adhered to and takes prompt remedial action to address any shortfalls.
· Manages FPA/CRM team to ensure sales and service meet code, regulatory, legal and company requirements for sales quality· Manages FPA/CRM team and self to follow company complaints procedure and give prompt responses to resolve complaints· Manages FPA/CRM team to ensure sales persistency is maintained at or above company standard· Manages FPA/CRM team to ensure Advice Quality standards are maintained at required levels
· Ensures the requirements of the MCA scheme are met and additional support given if needed· Manages/minimises financial risk e.g. write-offs, upheld complaints, unnecessary clawback, etc. Resource Management · Ensures advice available at time/location that meets customer requirements including outside branch hours and home visits for CRMs
· Monitors reasons for turnover and seeks to address·Recruits people with the required competences, knowledge & experience, in line with company policy· Contributes to Area succession plan and takes a leading role in developing individuals towards FPA and onto CRM role ensuring that succession plan is in place for team, regularly reviewed, updated and shared with area mgt team Continuous Professional Development (CPD)
· Takes responsibility for own training and development needs, ensuring personal knowledge and skills develop in line with current and future business requirements |
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Bachelors
Other Certification (CeFA/FPC)
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10 years + |
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English : Speak / Write Fluently
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open-ended |
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unspecified |
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EU National |
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London |
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· Essential Product Knowledge of all ANL products, all Inscape investment products and core savings and bonds· In depth knowledge of company and competitor product ranges
· In depth knowledge of the investment industry· In depth knowledge of regulatory, code and company requirements relating to sales and service activity
· People management
· Proven track record in achieving sales
· Experience of monitoring and implementation of suitable advice· Must be mobile and will work across local market(s) and must hold a full and valid driving licence
· CeFA/FPC - regulatory requirement· IMC/AFPC is desirable or must be prepared to study for relevant/equivalent qualification
· Must fulfill all obligations under the MCA Scheme to gain and maintain all relevant authorisations. |
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Santander is one of the UK's leading personal financial services companies and one of the largest providers of mortgages and savings in the UK. |
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Santander
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