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The Front Office Support team are responsible for helping with a wide range of issues and queries impacting the Front Office, working closely with all business areas implementing good business practices and documenting processes and procedures.

The post-holder will provide specialist Front Office training by writing up training materials and designing and delivering training programs, communication updates, attend IMA forums, maintain and update KB & HTG, and provide SME input regarding projects and firm wide initiatives.

Further focus will be on working with ICT with regards to known system issues and assisting with resolution and workarounds for the Front Office.

Key Areas of Responsibility:

• Actively manage and support the Front Office in a variety of tasks and queries utilising the Sunrise workflow tool within specified timelines.
• Act as a conduit between Front Office and the rest of the business to provide ongoing support/training for investment and administrative processes and procedures including Knowledge Base
• Provide implementation support for all Business Solutions for new and existing products and business activities, supporting transformation from a solution design and implementation perspective.
• Deliver a consistent and professional service to maintain and enhance relationships with internal departments and stakeholders alike.
• Support with drafting requirements and documentation for business processes and third-party development as part of the standard operating model.
• Identify opportunities for continuous improvement and actively contribute to their implementation.
• Show a proactive approach alongside strong and effective communication skills to continue to build the team’s visibility and effectiveness in London and the branches.
• Continue to roll out CS Knowledge Base to additional business units e.g. Financial Planning, Central Financial Services, Wealth Management Services - manage this process and where possible improve it as needed.
• Utilise the drop-in sessions, FOS mailbox, FOS Intranet page to improve visibility within the business.
• Travel to various branches will be required to deliver training and other required updates.
• Provide input and prepare and give presentations at regular meetings, desk/branch visits, IMA meetings and any other forum as appropriate.
• Deliver training for new starters and refresher sessions for existing staff.
• Act as an SME on behalf of business ‘users’ for changes to operating model and software.
• Liaise with ICT Application Support to maintain knowledge of issues and their resolution or workarounds.
• Assist with the user acceptance testing of system upgrades, releases, and enhancements for production acceptance.
• Lead by example; be a positive role model for team and Charles Stanley.

Qualifications & Experience:

• Educated to GCSE (or equivalent) level including Maths and English.
• Working knowledge of financial / professional services organisation (preferred).
• Experience of using Doc360 or similar content management solution (preferred).
• Experience of working in a team environment across different levels of an organisation.
• Experience of core suite of systems Figaro, BITA & WDX (preferred).

Knowledge & Skills

• Demonstrate excellent interpersonal and communication skills.
• Strong organisational skills with experience in working to deadlines and balancing multiple tasks.
• Strong stakeholder management skills, excellent customer service and relationship management abilities.
• Be able to identify the strengths and weaknesses of the team to ensure they develop their skills.
• Be able to assist the business define the content and user journey for practitioners using CS Knowledge Base
• Strong understanding of systems relating to Financial Services e.g. WDX CRM, JHC Figaro, BITA, APX MOXY, Intelliflo etc.
• Be articulate and diplomatic at all times.
• Ability to explain complex issues, solutions, and ideas to those with limited IT and systems knowledge.
• Attention to detail with strong written and report writing skills.
• Be resilient and calm under pressure.
• Good time management skills.
• A strong team player with a positive, can-do attitude.