Business Processing Team Leader

The Business Processing Team Leader is responsible for leading and managing the national Business Processing Team — the specialist back-office function within Central Business Operations that owns all post-acceptance processing across the Wealth Advice Division.

The role exists to ensure that every new business case is processed accurately, on time, and to a consistent standard across all 22,500 client households. The Team Leader is the single point of accountability for best execution compliance, fee accuracy, IO data integrity, and tracker management — and is the primary link between the Business Processing function and Central Business Operations leadership.

Key Responsibilities

Team Leadership and People Management

• Lead, manage, and develop the Business Processing Team.
• Set clear performance expectations for every team member against the six-step processing standard.
• Conduct regular one-to-ones, performance reviews, and development conversations.
• Monitor individual and team throughput, quality, and SLA compliance on a daily basis.
• Manage absence, capacity, and workload allocation across the team.
• Support the onboarding and training of new team members onto all relevant platforms and processes.

 

Processing Quality and Oversight

• Own and maintain the six-step processing standard — Check, Fees, Submit, Monitor, Update, Close — ensuring every case follows the same process without exception.
• Conduct weekly audits of completed cases to verify quality, accuracy, and data cleanse compliance.
• Ensure that Step 6 record closure and IO data cleanse is completed on every case on the day of settlement.
• Identify and address recurring error types through targeted training and process updates.
• Act as the escalation point for all processing exceptions, provider delays, and compliance concerns.
• Ensure best execution timelines are monitored and met on every transfer case.

Case Tracker and Visibility

Own and maintain the central case tracker, ensuring every live case has a current status at all times.

Ensure all Client Service colleagues have accurate, up-to-date visibility of every case in their adviser's pipeline.

Escalate any case where best execution, fee accuracy, or data quality is at risk.

Performance Reporting and MI

Produce regular MI for the Head of Central Operations covering case volumes, same-day submission rates, error rates, fee accuracy, record closure rates, and best execution compliance.

Identify trends in processing data that indicate systemic issues — with providers, case types, or the submission process — and raise them proactively.

Provide input into the post-pilot review of the Business Processing model, including actual case time data and throughput figures.

Process Improvement and Technology

Continuously identify opportunities to improve processing speed, accuracy, and consistency.

Work with Business Operations and technology teams to identify candidates for straight-through processing automation on the Third platform.

Maintain up-to-date process documentation, submission guides, and training materials for all platforms in scope.

Support the consolidation of business onto the Third platform, ensuring team processes are updated as provider platforms change.

Critical Knowledge

Investment platform processing, new business submission, and provider transfer processes within Wealth.
IO or equivalent back-office CRM and portfolio management system.
Best execution obligations in a regulated advice context.
Quality control and audit frameworks in high-volume operational environments.
Performance MI design and reporting in a processing or operations function.

Critical Skills

Proven ability to lead and manage a small specialist team in a regulated financial services environment.
Strong quality control and accuracy management capability.
Ability to design and maintain repeatable processes that scale with volume.
Clear, confident communication with operational colleagues and senior stakeholders.
Calm, delivery-focused leadership style suited to high-volume, deadline-driven environments.

Experience Required

Experience in a financial services operations, processing, or back-office role.
Experience managing or leading a small team in a regulated environment.
Demonstrable track record of maintaining accuracy and quality under volume pressure.
Experience working with investment platforms and provider submission processes.
Experience producing performance MI and using data to manage operational quality

Qualifications (Essential and Desirable)

Essential

Strong general education with substantial relevant experience in financial services operations or processing within a regulated environment.

Desirable

Relevant financial services qualifications (e.g. CF1, R01, or equivalent).

Experience working with the Third platform or equivalent wrap platform.

Leadership or operational management development

Key Interfaces (Internal and External)

Head of Central Operations — direct line manager; performance reporting, escalation, strategic input
Business Processing Administrators — direct reports
Client Service colleagues across the Wealth Advice Division — receive packaged cases; provide tracker updates
Wealth Advice Division leadership — regular MI reporting; exception escalation
Provider platforms (Third and others) — oversight of submissions and SLA performance
Business Operations — process governance, compliance oversight, technology roadmap

Other Information

Full-time, permanent role
Hybrid working with flexibility based on delivery needs
National travel as required