Senior Compliance Manager
Mate academy
Build compliance for Rist Labs’ AI-powered subscription apps by automating reviews and managing risks across app stores, advertising platforms, and regulations.
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Moneyfarm shaxsiy investitsiyalarni yanada qulayroq qilishga yo‘naltirilgan fintech va moliyaviy xizmatlar kompaniyasidir. Uning platformasi investitsiyalarni rejalashtirish, aktivlarni taqsimlash, boylikni boshqarish va shaxsiy moliyani qo‘llab-quvvatlaydi, bunda ETFlar va jamg‘armalarga alohida e’tibor qaratiladi. Moneyfarm individual moliyaviy maqsadlar asosida moslashtirilgan portfellarni shakllantiradi va 80 000 dan ortiq investorga xizmat ko‘rsatadi; kompaniya boshqaruvidagi aktivlar 2,2 milliard funt sterlingdan oshadi. Kompaniya jamoasi texnologiyalar, investitsiyalar va iste’molchilarga mo‘ljallangan moliyaviy xizmatlar kesishmasida faoliyat yuritadi.
Customer Relationship Manager – London Hybrid
Lead Moneyfarm’s London-based customer service team, overseeing service delivery, Salesforce case management and Consumer Duty outcomes. Support digital wealth-management customers across phone, email and chat while improving operational performance.
Tavsif
- Lead, coach and develop customer service representatives across phone, email and chat through regular one-to-ones and performance reviews
- Own service-level performance for Moneyfarm’s UK customer base, covering response and resolution times, abandoned calls, callback breaches and ageing cases
- Maintain clear case ownership from initial contact through resolution, including proactive updates, follow-up and closure
- Increase case throughput in line with agreed performance targets
- Maintain Salesforce data quality through accurate case records, duplicate prevention, correct closures and dependable reporting
- Manage front-office transfers and migrations, including third-party follow-up, customer communication and escalation of delayed cases
- Plan staffing capacity and rotas for seasonal demand, including ISA year-end and partnership campaign launches
- Resolve escalated customer issues before they become complaints, then transfer complaints clearly to the Customer Experience Manager
- Support the UK CSM in raising representative performance and developing expertise in pensions and drawdown or direct investing
- Bring structured frontline customer insight to product, change and operations forums
- Follow FCA requirements and company policies covering Consumer Duty, Conduct Rules, vulnerable customers, anti-money laundering, customer identification, data protection and health and safety
Talablar
- Deliver excellent customer service and personally manage challenging client conversations when needed
- Have experience supervising, coaching or leading a customer service team, or be a senior practitioner ready to progress through a structured development plan
- Bring experience from wealth management, investment platforms or digital-first retail financial services
- Understand ISAs, pension transfers, drawdown and the operational customer journeys involved
- Show evidence of leading a team through high demand or backlog while improving service levels, supported by measurable results
- Apply strong operational discipline across workforce planning, rota and shift management, queue management and daily management information
- Use CRM or case management systems confidently and build and analyse reports from them
- Communicate clearly in writing and verbally, including during difficult customer conversations
- Understand Consumer Duty and how to deliver positive customer outcomes in practice
- Work with initiative and maintain pace in a fast-growing business
- Have relevant experience managing a small team
- Have experience using Salesforce, including Service Cloud
- Have managed a seasonal peak such as ISA or tax year-end
- Have coached a team through the introduction of documented processes and accreditation
O‘xshash ish o‘rinlari
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