Administration Team Manager (Financial Services)

Location: Aston, Birmingham

Salary: £35,000 - £38,000 (DOE)

Start Date: ASAP

Hours: Monday to Friday 8am – 4pm or 9am – 5pm

Overview of the Role:

My client is looking for an experienced Administration Team Manager to support a team of File builders / Administrators within a regulated complaints environment. The successful Team Manager will be responsible for the day to day operational management of their team; ensuring all individual and team KPIs are being met with a particular focus on qualitative measures and productivity. Their key accountabilities include people management, team competency and delivery of KPIs. Experience in Financial Services is essential.

Duties & Responsibilities:

People Management

  • On-boarding of team members
  • Resource planning within the team to ensure workload is met (e.g. absence, training etc.) via rota and absence management
  • Manage team performance via reporting against agreed objectives and KPIs and performance reviews
  • Ongoing coaching and upskilling with a focus on multi-skilling to maximise potential workload management
  • Adherence to all HR guidelines e.g. documented 121s, return to work interviews etc.
  • Motivation of team and colleagues, maintaining positive morale and a good working environment
  • Celebrating success and recognising good performance as well as the ability to tackle and manage under performance

Team Competency & Calibration

  • Managing individual competency via Route to Competency framework
  • Facilitating and attending regular case calibration sessions
  • Liaising with QA to ensure alignment in approach and obtain feedback on improvements
  • Responsible for ensuring that all staff are familiar with relevant regulation, policies and procedures e.g. facilitating workshops, briefings, CBTS

Operational Procedures

  • Challenge existing processes and procedures to ensure efficiency
  • Take ownership of operational activities


  • Support on departmental and/or business wide projects that require input
  • Promote a culture of continuous improvement by identifying opportunities that will benefit the company
  • Be aware of and follow the organisation’s policy and practices, implement a clear desk policy, report incidents
  • Maintain an enhanced level of knowledge on relevant regulatory requirements

Required Skills


  • Has knowledge of/experience in a complaint handling role
  • Proficiency in working with MS Word, Excel and Outlook
  • Excellent organisation skills
  • Ability to multi-task and to manage several tasks simultaneously
  • Strong sense of accuracy and attention to detail
  • Reliable and resourceful, with the ability to adapt to multiple demands
  • Open to clear and constructive feedback


  • Experience of working in an FCA regulated environment
  • Knowledge of DISP / CONC / OFT

Required Experience

  • Previous experience in a people management role
  • Excellent written and verbal communication skills
  • Confidence when coaching and from time to time presenting to colleagues
  • Good attention to detail
  • Ability to plan and prioritise team and personal workload
  • Able to develop positive working relationships internally and externally
  • Good working knowledge of CONC, DPA, Treating Customers Fairly and DISP.
  • Ability to make decisions balancing customer and business interests
  • Good knowledge of Microsoft Office
  • Reflects professionalism, enthusiasm and willingness to improve

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