Summary
Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter oversees £119.4 billion in customer investments (as at end December 2024). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.

Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!

About the Role

Level: 5

Department: Customer Outcomes Hub

Location: Southampton, United Kingdom

Contract Type: Fixed Term Contract or Secondment

Contract Length: 2 Years

Regulated / Non-Regulated: Non-Regulated

Provides leadership to COH Admin Function, to drive high quality service. Is accountable for the performance and results of multiple related teams or disciplines. Develops departmental plans, including business, budget, production and/or organisational priorities.

Provides expertise and experience to help shape, design and implement Continuous Improvement change to simplify and drive efficiencies which will fundamentally benefit our customers and deliver cost saving opportunities.
*Ensures that all client adviser instructions are carried out in accordance with agreed procedures. All operational practices should be aligned to documented guidelines, policies and procedures.
*Provide assurance on the adequacy and effectiveness of systems and controls that are applied within the COH Function.
*Ensure business activities are executed in accordance with appropriate compliance, governance and regulatory frameworks
*Building and maintaining an operation that delivers excellent service in line with agreed SLA’s. Ensure performance of Adviser deliveries are measured and improved.
*Provide timely and accurate reporting to Management.
*Continuous Improvement
*Implementing a continuous improvement agenda which delivers a material improvement in operational cost and quality each year (primarily through the adoption of LEAN principles)
*Influence and input into any corporate or regulatory changes affecting business activities; successfully plan and implement the change into the business.
*Ensure key risk and FCA requirements are met
*Ensure that T&C is adhered to across teams
*Ensure that TCF is adhered to across teams
*All regulatory CBTs across own operation to be up to date
*Implement a risk management strategy in own work area; ensure risks are reported on time and are resolved/escalated as required
*Actions from any audits undertaken are resolved within given timescales
*Regulatory guidelines are considered in all decisions
*A culture of risk awareness and mitigation embedded into teams.
Leadership and People Management standard responsibilities *Provides clear directions to team members about business priorities and performance expectations. Deploys teams in an effective way, balancing delivery of goals with skill development.
*To lead by example to encourage a culture of service excellence and continuous improvement in processes and business results, creating an environment where new ideas, creative solutions and innovation are valued.
*Encourages collaboration, teamwork and open communication within the team and across the function empowering team members to make decisions within clearly defined boundaries.
*Demonstrates commitment to change and actively supports others to adapt to changing circumstances gaining buy-in and commitment through effective involvement and communication.
*Responsible for service delivery at optimum cost, quality and risk as determined by shareholders and customers, ensuring compliance with all regulatory, financial and corporate policies and Risk Management framework.
*Maximises performance in the team through regular check-ins to support continuous improvement and technical expertise development.
*Provides effective feedback and coaching to team members and identifies development needs to support employees.
*To use depth and breadth of experience to develop and maintain best practice guidelines in area of specialism.
*To ensure that all professional contact is conducted in accordance with the Quilter principles and to monitor adherence to the principles through effective MI identifying issues and addressing these promptly.
*To advise on risk and encourage widespread understanding and assessment of risks within specialist area and ensure full awareness of the Risk Framework and its significance.
*To conduct all relevant risk and compliance reporting in a timely manner ensuring risks are managed and mitigated and that any issues are escalated in line with company policy, providing qualitative commentary, as appropriate, to support any audit and risk reporting. E.g. FCA returns
*Ensure results from Peakon Engagement Surveys are being acted upon.
Consumer Duty

Whilst this isn’t a directly customer facing role, the duties you will perform will contribute to the overall positive outcomes for our customers through the day to day management and oversight of remediation activities relating to the delivery of ongoing servicing obligations, in line with customer and regulatory expectations.

About You *Has a good understanding of the market and industry.
*Has a good understanding of all relevant regulatory bodies and associated principles and is able to interpret and apply them to own area of specialism.
*Has a good understanding of all products, services and best practice within specialist area.
*Has a commercial awareness of the latest trends and issues within area of specialism. Strong communication, numeracy