Equity Release Team Manager

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Job role:

Equity Release Team Manager
Reports to:

Head of Department
Location

Leeds
Package

£40000 salary and generous benefits package
Hours of work

37.5 hours per week, however, hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role.
The role
Overview

To lead, support and motivate a team of Equity Release Advisers so that they deliver outstanding customer service. Responsible for coaching team collectively and individually to ensure team members offer compliant advice that achieves the best possible outcomes for customers.
Key Outputs

• Leading and directing a team of Advisers to ensure high levels of performance.
• Proactive management of inbound and outbound calls.
• Motivating colleagues to promote and maintain a productive and harmonious team environment.
• Responsibility for day-to-day management of Adviser queries, ensuring the smooth running of a productive team.
• Managing and implementing Rota and Working Patterns in conjunction with the Department Manager, Capacity Manager, and other Team Managers, to ensure optimum staffing levels at all times.
• Supporting individuals to achieve their optimum potential through monthly 1-2-1 meetings and formal performance management counselling as necessary.
• Supporting both Advisers and Administration in the daily management of application activity.
• Ensuring a compliant approach to commercial activity in conjunction with the Compliance and Risk Team.
• Ensuring feedback from monitoring is acted upon through coaching to improve compliance adherence and mitigate the risk of regulatory breaches.
• Participating in the planning, coaching and department motivation to drive performance and maintain team morale.
• Identification of individual and team training needs in conjunction with the Training Manager, QA Supervisors and Department Manager. Act as Coach/Mentor for Advisors to improve performance of Advisers of all levels of ability.
• Work closely with the Human Resources Team to promote consistent business practices and procedures in line with current legislation and best practice.
• Conducting formal meetings to identify, support and implement individual development plans.
• Manage staff relationships, promptly respond to queries and manage expectations.
• Support and develop recruitment campaigns, including leading interviews and selection campaigns.
• Participating in the delivery of training courses as necessary.
• Working with the Management team to identify and highlight areas for improvement in systems and processes, communicating and implementing change where appropriate.
• Other ad-hoc duties as and when required by the business.

About us
Not your typical financial services firm...

Established in 2004, Age Partnership has held true to its pledge to improve the markets in which we operate for the benefit of customers. We do this by delivering world-class customer experiences, continually innovating and embracing digital technology to make dealing with the company both efficient and engaging.

At Age Partnership we accept nothing other than being the best at what we do, and this objective is reinforced by an environment in which colleagues are encouraged to engage, to learn and to flourish. Significant in-house training and development facilities and empowerment of colleagues are just a couple of components that have helped this culture to thrive.

We strive in becoming a household name that is synonymous with excellence. Added to this we want to work, collaborating with all our partners and suppliers to enable our customers benefit from the relationship. It sounds simple but it needs to be worked on to achieve.
Our Values:
Customer first

• Be Respectful - Treat customers and colleagues at all levels with dignity and respect.
• Show awareness - Be aware of how your actions and behaviours affect customers, colleagues and the business.
• Go Above & Beyond - Always aim to exceed expectations, giving your very best to every customer and colleague.

Raise the bar

• Embrace Change - Treat change as an opportunity to improve, welcoming new ideas and ways of working.
• Commit to Development - Take responsibility for your personal development and that of the business.
• Be Proud & Lead By Example - Take pride in yourself and your work, acting as a positive role model for others.

Do the right thing

• Be Accountable - Take responsibility for your actions and learn from any mistakes.
• Keep Your Promises - Do what you say you'll do, when you say you'll do it.
• Be Courageous & Honest - Speak up for what you believe in and welcome the opportunity to give and receive constructive feedback.

Win together

• Collaborate & Share - Be generous with your time and ideas, working with and for the wider team.
• Appreciate others - Recognise the contribution made by every colleague to the success of our business.
• Focus on Solutions - Show resilience and determination, focusing on the solution not the problem.

The person:
Overview:

Approachable, organised individual with a proven ability to embrace and develop a successful, performance-focussed environment. Excellent motivator with the ability to lead and develop a successful team. Self-starter with good interpersonal and communication skills. Ability to work with colleagues to offer solutions and support as necessary.
Skills and knowledge:

Essential

• Experience of managing a team and driving team's performance.
• An understanding of the balance between individual goals and those of a team and organisation.
• Ability to analyse performance of a team or individual and implement appropriate changes to ensure improvement.
• Team orientated.
• First class communication skills.
• Strong performance management skills.

Desirable

• Experience of managing/coaching people in a regulated environment.
• Experience of telephone-based financial advising.

Qualifications:

Financial services qualifications

Mandatory

• Certificate in Financial planning/Certificate in Mortgage Advice (or equivalent)
• Certificate in Equity Release (CF7 & HR1)

Or

• Certificate in Mortgage Advice and Practice (CeMAP)
• Certificate in Regulated Equity Release (CeRER)
• Certificate in Regulated Equity Release (CeRER) (Home Reversion 'top-up' unit)
• CF1

Desired

• J07 Supervision in a regulated environment (or equivalent e.g. H15)

Or

• Certificate in Supervising in a Regulated Environment (CeSRE)

This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.