Third Party Claims Operations Manager

  • Financial Services
  • Cirencester
  • 27/02/2024
  • Permanent

Job Overview

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Job Description

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St. James's Place (SJP) works in partnership to plan, grow and protect our clients’ financial futures. We deliver personalised, face-to-face financial advice to our clients, who trust us to manage their money to reach their goals. We provide this service via the Partnership, a network of qualified, expert advisors. We put financial wellbeing and responsible business choices at the heart of everything we do. We believe in the value of difference and know that diverse teams can help us problem solve and innovate for clients.

We look for people to join SJP to make an impact and to contribute to our culture which is based around long term relationships, doing the right thing, and being the best version of ourselves.

Location: Cirencester or Bristol with hybrid working. Fully remote working also considered.

Workplace Type: Hybrid

Employment Type: Permanent 

Seniority: Mid-Senior Level

Do you excel at leading teams and resolving issues efficiently? Are you looking for a role where you can demonstrate your complaints management experience within the UK’s leading financial advice organisation? If so, we have an exciting opportunity for you!

We are looking for a Third Party Claims Operations Manager to lead a team of 9-10 Third Party Claims Advisers, setting priorities within an efficient operation, to ensure clients’ complaints are investigated and resolved fairly, effectively, promptly and in line with regulatory requirements.

This role will suit someone with experience gained from a team management/team leader position within the complaint handling department of a large financial services organisation. This vacancy represents a great opportunity to join our Client Liaison division during a period of growth and development.

What you’ll be doing:

  • You’ll lead, manage, coach, and develop a team of complaints advisers, making the best use of skills, helping individuals to maximise their potential through the provision of 1:1s, PDRs and daily guidance and support.
  • You’ll ensure our complaints handling processes relating to the advice and service of our Partnership (Financial Advisers) are effective, in order to meet the needs of clients, Partners, regulators and shareholders.
  • Manage the triage, setting priorities and allocation of work to your team, to ensure timely decisions are reached.
  • Act as a subject matter expert on advice complaints, being a point of contact for key internal teams regarding queries relating to client complaints.
  • Ensure large or sensitive cases are notified and handled appropriately, supporting Complaints Advisers where required and effectively handle escalations from clients, Partners (Financial Advisers) and internal departments.

Who we’re looking for:

  • An experienced operations manager with excellent people leadership skills.
  • You’ll have a breadth of experience with service and product related complaints and complaint handling.
  • Experience of regulated complaint handling within the financial services industry.
  • CII Level 4 Diploma in Financial Planning (or working towards), or equivalent experience/qualification.
  • High degree of problem-solving skills to understand the technical complexities of client complaints about advice and service, proposing appropriate and bespoke resolutions.
  • Ability to build strong and trusting relationships with others, both internally and externally.
  • Effective communicator, identifying information to be escalated and cascading information to direct reports to ensure alignment with objectives for the division.

What's in it for you?

  • Private Medical - up to family cover paid for by Company– via BUPA.*
  • Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.*
  • Non-Contributory Pension – 10% (increasing with length of service up to 15%) with further pension matching.
  • Parental leave – 6 months full pay
  • 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday

*Not applicable to Fixed-Term Contracts (standard uplift applies in lieu of the protection benefits)

Flexible Working

We know that everyone works best in different ways, at different times and in different environments. We have introduced a hybrid working policy to provide greater flexibility for part-time work, job-sharing, remote working, and flexibility on hours. Our people are encouraged to work in a flexible way that suits their lifestyle, so please ask the question and start a conversation!

Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career-break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box.

Reasonable Adjustments

We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, if you require reasonable adjustment(s) at any stage please let us know by emailing us at [email protected]

What's next?

Our team will be in touch. As a business regulated by the FCA we would advise you to familiarise yourself with the conduct regulations and in particular consumer duty obligations prior to an interview with SJP.

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