To actively manage and develop the day to day relationships with clients, maintaining regular contact with the Client, acting as liaison with clients and operational areas.Analyse key trend indicators and identifying steps available to the Company or the Client that would bring about improvements in efficiencies and quality levels.Manage production and dissemination of Key Performance Indicators (KPI) and ensure client engagement in the monthly review meetings.Oversee all regular and bespoke reporting in accordance to Service Level Agreement (SLA)Deliver all internal revenue reporting requirements.Negotiate locally to ensure outcome provides for client satisfaction and BNY financial requirements.

Providing operational floor management to ensure that the Contact Centre is run efficiently and effectively and that procedures are followed by the team.To analyse and review performance information in order to identify trends and training needs, ensuring that improvements are continually made and performance is measured consistently. To make departmental decisions in the absence of Contact Centre Managers.Creating the right working environment for the team through motivating and continually developing your team to deliver the best.Coaching and mentoring of individuals to support their ongoing development against the company behavioural framework include conducting appraisals and where applicable disciplinary meetings.To communicate with other departments around the business appropriately.

To assist the Team Leader in ensuring the timely and accurate delivery of service in accordance with mutually agreed service, productivity and quality levels.To provide an excellent and efficient service to our customers' policyholders by responding to verbal enquiries received from policyholders and IFA's in plain English and with regard to fairness and consistency of approach. Strong customer focus and an ability to adapt to the needs of our Clients and represent a friendly and professional image of the Company.To take responsibility for achieving individual productivity and quality targets and positively contributing to the achievement of SLA's.To ensure that regulatory and audit requirements are met. To be aware of data security from a customer and business perspective and take responsibility for the prevention of fraudulent activity.

To create and maintain accurate pension scheme records accurately process new business and monitor progress through to completion, track and identify receipt of funds and initial fees.Pension benefits processing for income drawdown, phased income, and timely payment of Tax Free Cash (TFC) lump sum.Accurately process pension investment/disinvestment instructions relating to new business, additional investments, reallocations and money out transactions for Self Invested Personal Pensions (SIPP).Deal with all pensions servicing activities on SIPP pensions, regular income drawdown, phased retirement, reallocation of funds and crystalisation of benefits.

Support the National Insurance Inspectorate team.Run and analyse reports on local employers reporting activity within relevant parameters to the appropriate NIC Inspector for the geographical area.Assist NIC inspector with visits to employers to review records and ensure compliance with regulation.Coordinate follow-up action, record relevant visit details for reporting and liaise with HMRC tax inspector office where appropriate.