Practice Operations Administrator

Practice Operations Administrator - Harpenden - £28k

Supporting the Practice Operations & Client Services Partner who leads and oversees all aspects of the group’s multi-site Operations, Client Services, Compliance, Resourcing and Change Management projects. This position is responsible for providing accurate, complete and timely recording and reporting.

Responsible for administration to ensure delivery of:-

Operations:

• Oversight of the completeness and integrity of the Senior Management Team (SMT) Client Servicing Plan (CSP)
• Best practice processes development and continuous improvement including deployment of the Practice Engine
• Oversight of Practice Management and administrative team activities including shop standards compliance
• Support internal process owners complete monthly reviews of the client services/company functions they oversee, including monitoring adherence to the business’ service level agreements (SLAs)
• Coordination of weekly SMT meetings & quarterly team meetings
• Manage & Build Strategic Partnerships with TA Additional Partners
• Carry out systems setups, induction & initial training for new starters with support from portfolio managers and TA Group HR team
• Completing all relevant company practice management courses

Database/Software Suite Maintenance:

• Client Database Maintenance and oversight of the operational rhythm of practice administration tasks are carried out in a timely manner by all relevant members of the team including senior management
• Lead and oversee client onboarding and offboarding procedures
• Oversight and routine reviews of client direct software licences, CRM/workflow management systems
• Oversee central admin teams weekly/monthly review of lead system & liaise with SMT to support client conversion process & initial consultations
• Oversee routine Ignition system Checks (failed payments, cancelled mandates, proposal monitoring)

Project Management:

• Change Management & Strategic Projects
• Lead and oversee annual fee review process.
• Lead and manage Fee Protection Renewal Process
• Carry out bi-annual data cleanses in all practice systems
• Support management of data migrations

Any other duties, as directed by the P&CSP, for which you are capable and qualified.

Minimum Requirements

Quality of work:accuracy, thoroughness, completeness. Can be relied upon to ensure tasks are completed to a high standard and in good time.

Communication: strong skills both verbal and written. Skilled and active listener able to understand needs and concerns of all employees and stakeholders and liaise effectively. Able to build trust and rapport by applying tone, style and appropriate language to communications.

Teamwork:Is a positive and effective team player. Treats colleagues with dignity and respect. Communicates issues or problems within the team and with Management as necessary.

Administration: Sets own goals and checks processing is accurate and timely. Raises issues promptly, follows up on outstanding tasks and ensures complete and accurate records.

Essential experience and skills required:

• Administrator with minimum of 2 years experience working in a professional services and preferably regulated environment.
• Proven ability to work to deadlines and targets and able to organise workload dynamically and methodically on own initiative.
• Excellent oral and written communications skills. This will include client contact, dealing with client servicing issues with the portfolio manager and the P&CSP.
• Excellent IT skills to include experience and competency with all aspects of Outlook 365 suite including AI tools.
• Experience and understanding of working with a CRM system is critical and full training can be provided on the bespoke software.
• Supervisory experience to including onboarding and training including administration and support of apprentice schemes.
• Some experience of change management and project management functions to deliver strategic goals.
• UK driving licence holder as this role supports various UK locations and there will be a requirement to travel to alternative sites to work.
• Facilities - supplier relationship management including legal, debt collection, insurance broker, landlord and provision and maintenance of site utilities. Experience and knowledge of Health & Safety regulation will be useful.
• Oversight and coordination of Marketing programs including active planning and campaign implementation in collaboration with Office Managers and Client Partners and support centre centralised mailing colleagues.
• Confident communicator with strong skills both verbal and written. Able to communicate effectively with Group employees and stakeholders at all levels. Able to build trust and rapport by applying tone and appropriate language to deliver range of verbal and written communications.
• Can demonstrate creative and positive attitude to problem solving, enjoys change and challenge. The Group is constantly evolving so you need to enjoy and be adaptable to this environment.
• Ability and confidence to work on own initiative. Able to prioritise a busy and varied workload and to work quickly and accurately and to manage own deadlines.

Full UK Driving Licence as this role will require working and attending various Group locations. Expect 1 day/month working at alternate location from Harpenden base. Hire Car/Pool Car/Mileage allowance included. Car owner preferred