ADMIN & REPORTING MANAGER

(12-18 Month FTC – Maternity Cover)

Overall purpose of the job:

Reporting into the Director of Operations, this role will oversee and manage two Admin Team Leaders and their teams, as well as two further analysts. The successful candidate will have industry knowledge, be a natural role model and an experienced leader that is able to inspire their teams to deliver an outstanding service.

Main Activities & Responsibilities:

• Responsible and accountable for two administration teams and two analysts that are responsible for carrying out all customer and IFA instructions relating to pensions and investments.
• Carry out operational reporting to The Pensions Regulator, HMRC, clients, and IFAs.
• Ensure that workloads across the teams are carried out accurately and within set deadlines, and service level agreements
• Utilise available data in order to produce meaningful MI and statistics for Senior Management Team’s oversight as well as striving for continuous improvement on results
• Develop talent to optimise skills through coaching, objective setting, and performance reviews, as well as encouraging further learning both internally and externally to drive continuous personal and professional growth
• Promote a culture of high performance to deliver optimum success
• Carry out regular reviews of processes in order to identify where efficiencies can be made to optimise asset utilisation
• Ensure that new policies and changes to existing policies, procedures, and initiatives adhere to industry regulations and are rolled out to the team seamlessly
• Business partner with other areas of the business to ensure that the teams are working collaboratively
• Build relationships with new and existing IFAs/clients through regular engagement in person as well as all other forms of communication
• Act as a point of escalation for internal and external stakeholders

Knowledge, Skills, and Personality:

• A background in pension administration management is essential for this role coupled with experience of dealing with external clients and working to SLAs
• Strong people management experience is essential and exposure to managing multiple teams/business areas is highly desirable
• Logical problem solver
• Excellent communication skills (verbal, written and presentational) across all business levels and with external clients
• A natural influencer with coaching experience
• Agile & dynamic with a positive attitude that filters down into the teams

Education, qualifications, and special training:

• A qualification in pension administration is highly desirable

Location & Hours

Quai Digital (Intelligent Money), The Shire Hall, High Pavement, Nottingham, NG1 1HN

35 hours per week, Monday to Friday 9am to 5pm

Hybrid working is supported

Quai welcomes everyone and embraces diversity and equal opportunities for all. We're committed to creating an inclusive team with a variety of backgrounds, perspectives, and skills. We celebrate difference and encourage everyone to be themselves at work.

Telephone Canvasser

Southwest England

The STAR Asset Finance Group has brought together four leading independent asset finance businesses, with unrivalled

experience of their markets, to enhance the genuine local service valued so highly by SMEs, with the many benefits of national

scale. We have exciting plans for rapid expansion, which will see an increase of market share in existing regions, as well as

the establishment of a stronger presence along the M5 corridor (Devon, Somerset, Avon and Gloucestershire) and across

South Wales. This is a fantastic opportunity to join our team and assist our thriving Sales team!

THE BENEFITS

We offer a competitive salary range for this full-time position, dependant on experience. The role comes with a great benefits

package too. This includes:

◦ Enhanced holiday entitlement (25 days + Bank Holidays)

◦ Salary exchange company pension scheme

◦ Group life assurance

◦ Private medical insurance

◦ Other enhanced policies

◦ EAP app and phoneline support

◦ Many other great benefits

THE ROLE

To increase sales opportunities and thereby maximise revenue to the company. The successful candidate will be responsible for proactively contacting businesses, building rapport, and identifying potential asset finance opportunities. The ultimate goal is to secure high-quality meetings for our experienced finance brokers, contributing directly to the company's growth.

Job Specification: Telephone Canvasser

About the Role

Star Asset Finance Group is a commercial finance broker based in the South West, specializing in providing tailored asset finance solutions to businesses across the UK. We are looking for a motivated and results-driven Telephone Canvasser to join our team.

This is a key, office-based role focused on generating new business opportunities. The successful candidate will be responsible for proactively contacting businesses, building rapport, and identifying potential asset finance needs. The ultimate goal is to secure high-quality meetings for our experienced finance brokers, contributing directly to the company's growth.

Duties will include:

• Cold & warm calling prospect for potential new business and turn this into increased business; identifying the decision makers within the company in order to build a pipeline of opportunities
• Handle objections by clarifying, emphasising agreements and working through differences to a positive conclusion; using a variety of styles to persuade or negotiate appropriately
• Plan approaches and pitches that can address the customer needs, concerns, and objectives
• Work with the sales manager on specific campaigns, E.g. targeting construction companies in the area
• Support the Sales Director/ Sales Manager with any marketing initiatives to generate new business e.g. mail shots, customer calls, dealer visits, etc.
• Identify new opportunities for sales through campaigns and new distribution channels that will lead to an increase in sales
• Any other responsible tasks as requested by your manager
• Use knowledge of the market and competitors to identify and develop the company's unique selling proposition and differentiators
• Participate in all mandatory training as requested
• Embed the conduct rules into all aspects of the role

About You

To be considered for our Telephone Canvasser role, you will need:

• Previous experience in a sales or telesales role
• Strong sales focus and highly motivated to achieve targets
• Good business sense and an understanding of market principles
• Excellent communication and negotiation skills
• Well organised and able to work on own initiative
• A positive attitude and resilience to cope with set backs

Asset Finance are an equal opportunities employer, value diversity and are strongly committed to providing equal

employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way

to conduct business and we believe that the more inclusive our environments are, the better our work will be. We promote

equality of opportunity and are committed to ensuring that no individual is discriminated against on the grounds of age,

disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or

sexual orientation.

INCIDENTS & COMPLAINTS ANALYST

Overall purpose of the job:

Reporting into the Operations Support Manager, the Incidents and Complaints Analyst is responsible for monitoring, analysing, and investigating operational incidents and customer complaints. The role requires root cause identification, timely resolution, trend analysis, and continual improvement recommendation making. This must be whilst meeting regulatory requirements and upholding Consumer Duty standards to deliver good outcomes for pension scheme members and customers.

Main Activities & Responsibilities:

• Investigate and analyse operational incidents and collaborate with internal teams to ensure timely corrective action and preventative measures are implemented to mitigate the risk of recurrence.
• Produce incident trend analysis MI and commentary for Operational Managers and Senior Leadership Team.
• Completion of price comparisons and any loss/gain analysis for customers that may have been financially disadvantaged by an incident.
• Logging and acknowledging incoming customer complaints and maintaining the Complaints Register and dashboard.
• Perform thorough investigations into complaints to understand the root cause and provide clear written responses to customers.
• Liaise with operational teams to gather evidence to inform resolutions as well as identify systemic issues where trends emerge.
• Ensure that complaints are managed and resolved within the agreed timeframes.
• Apply Consumer Duty principles by focusing on good customer outcomes in all investigations and recommendations made to operational teams.
• Cooperate with the Financial Ombudsman Service (FOS) when complaints have been escalated to collate all relevant information.
• Bi-Annual collation the information for the Complaints Return for the Financial Conduct Authority.

Knowledge, Skills, and Personality:

• Experience in pensions administration, financial services, or a regulatory environment.
• Analytical mindset with a methodical approach to problem solving and investigation.
• Excellent written and verbal communication skills, particularly in writing formal responses.
• Previous experience of incident analysis and/or complaints handling.

Education, qualifications, and special training:

• A qualification in pension administration is desirable but not essential as support can be offered with professional qualifications.

Location & Hours

This role can be based in Peterborough with potential regular travel to the Nottingham site when required.

Quai Digital, 16 Tesla Court, Innovation Way, Peterborough, PE2 6FL

Quai Digital (Intelligent Money), The Shire Hall, High Pavement, Nottingham, NG1 1HN

35 hours per week, Monday to Friday 9am to 5pm

Hybrid working is supported with 2/3 days in the office

Quai welcomes everyone and embraces diversity and equal opportunities for all. We're committed to creating an inclusive team with a variety of backgrounds, perspectives, and skills. We celebrate difference and encourage everyone to be themselves at work.

OPERATIONS SUPPORT MANAGER

Overall purpose of the job:

The Operations Support Manager will act as a central point of support across all operations functions including Admin, Reporting, Dealing Support, and Reconciliations and Payments as well as the Director of Operations.

This role will directly manage the Incidents and Complaints Analyst as well as the Operations Project and Operational Compliance Analyst.

This is a varied and hands-on position requiring strong problem-solving skills, the ability to prioritise across competing needs, and a collaborative approach. The ideal candidate will bring knowledge of pensions administration, a keen eye for process improvement, and a passion for delivering excellent customer outcomes aligned with Consumer Duty principles.

Main Activities & Responsibilities:

• Line management of three analysts covering various responsibilities in support of the operational teams.
• Act as a point of escalation for complex operational issues and complaints.

• Provide day-to-day support and cover to operational teams across Admin, Reporting, Dealing Support, and Reconciliations and Payments as well as the Director of Operations
• Collaborate with team leaders/managers to identify and resolve process blockers or inefficiencies.
• Coordinate cross-departmental support and cover for operational priorities and ad hoc projects.

• Support the collation, analysis, and presentation of operational MI to the Director of Operations and senior management.
• Maintain trackers for incidents, complaints, and other operational metrics.

• Identify opportunities for continuous improvement within operations processes.
• Lead or contribute to operational change initiatives, including process re-design and system enhancements.

• Monitor for potential areas of operational risk and escalate as needed.
• Lead the annual reviews of all customer literature such as Terms & Conditions and Key Features documents and propose changes where required for better customer understanding in support of Consumer Duty.
• Coordinate internal and external audits ensuring that each business area provides requested samples by set deadlines, and be the liaison point where necessary with clients/auditors
• Prepare applications to join any industry bodies, ensuring that the operational teams meet the entry criteria and coordinate any external reviews to support applications
• Attend the Risk Committee meetings when appropriate and assist the operational teams with mitigation measures.
• Ownership of the full end to end transaction reporting requirements across wider business teams.
• Collation and analysis of MI from Operational Teams to support the annual Consumer Duty outcomes report.

Knowledge, Skills, and Personality:

Essential:

• Experience in pensions administration or financial services operations.
• Proven team management or supervisory experience.
• Strong understanding of incident and complaint handling best practices.
• Excellent organisational and multitasking skills.
• Ability to analyse MI and draw insights for performance improvement.
• Effective communication and stakeholder engagement skills.
• Customer-centric mindset with a commitment to delivering good outcomes.
• Proactive and solutions focused.
• Resilient and calm under pressure.

Desirable:

• Knowledge of FCA requirements, particularly Consumer Duty.
• Familiarity with reconciliation and payment processes.

Education, qualifications, and special training:

• A qualification in pension administration is highly desirable

Location & Hours

This role will predominantly be based out of our Peterborough office, but travel will be required to our Nottingham office when necessary.

Quai Digital

16 Tesla Court, Innovation Way, Peterborough, PE2 6FL

The Shire Hall, High Pavement, Nottingham, NG1 1HN

35 hours per week, Monday to Friday 9am to 5pm

Hybrid working is supported with 2/3 days in the office

Quai welcomes everyone and embraces diversity and equal opportunities for all. We're committed to creating an inclusive team with a variety of backgrounds, perspectives, and skills. We celebrate difference and encourage everyone to be themselves at work.

Investment Manager

Investment Manager – West Midlands

Background on the company.

Big Issue- part of that same group.

Founded 20 years ago. Initiative is get rid of poverty.

Lend money to social enterprise organisations.

-can’t be Ltd company

-must be non-for-profit

West Midlands has been under performing region for the sector.

-Someone from an ethnic minority background

-A lot of untapped potential

-Very happy to take on grant funding

-Must have a some level of financial certification

-Assess their social impact

-How many people do you help. How vunerable are they

-Is it a nice to have/life changing

-

-Outreach/network with borrowers. This is how we get a loan/repay it

Ideal candidate

-Network/able to network

-Also able to write loan assessments (2nd requirement)

-Must be a business developer

-London based until recently, a few people in the Northeast

-Doing a similar deal with West Midlands combined authority

-finding pockets of

X3 in London

X2 northeast

X1 in Belgium

Back office person in the Midlands

-don’t have offices in the Midlands.

-Combined authority offices 16 Summer Ln, Birmingham B19 3SD

About the role:

This is an exciting opportunity to join as our regional representative in the West Midlands. The Investment Manager will work closely with the investment team as well as with colleagues of the West Midlands Combined Authority (WMCA) to build pipeline and execute transactions in the region. This role is co-funded with the WMCA and represents an innovative partnership for the benefit of the social sector in the region.

Big Issue Invest offers a range of affordable, flexible investment products to social organisations, including secured, unsecured and blended finance. The Investment Manager will engage with potential investees, sector intermediaries and the West Midlands Combined Authority (WMCA) to raise BII’s profile in the region and facilitate investments.

This role is based remotely in the West Midlands region but is strongly supported by the nationwide investment team of BII. The ideal candidate will be passionate about bringing investment into the region, build on an existing network in the social sector of the West Midlands and have experience in either grantmaking or lending.

Reports to: Salary:

Head of Lending £50,000 -£55,000 per annum

Term:

Full Time – Permanent

About Big Issue Invest

Big Issue Invest (BII) is the social investment arm of The Big Issue. BII helps prevent poverty and creates opportunities for communities by providing finance, from unsecured loans to equity investment, to sustainable social enterprises, charities and other impact organisations. Big Issue Invest provides a variety of financial products for social impact organisations from £50,000 patient debt up to £2.5 million debt and equity financing options. Funding for these activities is provided by a mixture of standard borrowing, grant income, corporate engagement and Limited Partnership Funds.

About the role

Key Responsibilities:

• Investment Origination & Management:

Work closely with the BII Investment Team and the Combined Authority to proactively source, connect to and assess new investment opportunities that meet our criteria for investment. Lead the end-to-end due diligence process on some or all of the transactions sourced, ensuring an effective evaluation of the organisation’s profile, financial viability and social impact. Mindfully represent potential borrowers when pitching to investment committees through passion and credibility.

• Collaboration with Partners:

Work closely with WMCA, who are co-funding the role, other co-investors, accelerators, networks, etc, to build and maintain a pipeline of impact driven investment opportunities and support the strategic development of the portfolio. Attending events across the region, networking, delivering presentations, and building relationships with key stakeholders.

• Financial & Risk Analysis:

Conduct financial and business analysis to assess investment opportunities and monitor portfolio health. Support the risk assessment process, considering both social impact and financial factors, and advise the Investment Team on key risks and opportunities.

• Investment Strategy & Reporting:

Support the development and refinement of the Team’s investment strategy. Prepare investment memos, presentations, and reports for the Investment Advisory Committee, and support senior management with fund reporting and performance tracking.

• Collaboration & Learning:

A key skill for this role is the ability to foster a collaborative environment by actively working with team members across various functions, including impact, marketing/comms, legals, MI, and portfolio management. This involves embracing a learning mindset, where you remain open to new ideas, feedback, and approaches, and encourage others to do the same. By welcoming a diversity of thought and perspective, you will contribute to building innovative solutions to the social impact investment sector.

• Social Impact Leadership:

Act as a key advocate for addressing systemic barriers in the social investment market, ensuring that equity and inclusion remain at the forefront of investment activities. Share expertise and insights with stakeholders and actively promote the Fund’s mission and values.

About the person:

Core Skills and Experience that are essential to the role:

• Understanding of the issues that Big Issue Invest exists to address and the social investment market, including different investment approaches.
• Experience developing business pro-actively through networking, events and engagement with stakeholders in the region.
• Ability to build and maintain relationships with other sector intermediaries make useful connections to support social organisations.
• Strong written and verbal communication skills, including reports and presentations.
• Analytical and numerate, with intermediate/advanced knowledge of Excel and PowerPoint.
• Understanding of debt investments and SME/corporate credit analysis.
• Ability to engage constructively with a range of internal and external stakeholders, adapting style and approach to fit the audience.
• Ability to collaborate with others, including remotely, and work independently as appropriate.
• Experience organising and facilitating stakeholder meetings, workshops and events.
• Experience documenting and following up on important actions and decisions from meetings.
• Experience preparing presentation materials for a range of audiences.
• Experience ensuring project and reporting deadlines are met

General Duties of Everyone who is part of The Big Issue:

• • Being committed to the social objectives of The Big Issue
  • Open to new experiences, lean in to challenges and embrace change
  • Being an ambassador for The Big Issue externally, and maintaining the professional reputation of your team internally
  • Maintaining awareness of all other aspects of The Big Issue’s work and assessing their implications for your team/role
  • Adhering to and implementing The Big Issue’s Equal Opportunities and other policies
  • Ensuring Health & Safety standards are met
  • Taking your part of our shared responsibility for maintaining a safe working environment with a good standard of efficiency
  • Undertaking any other ad hoc duties as and when required by your manager