We are seeking a dynamic Financial Planning Support Team Leader to lead, coach, and inspire a high-performing administration team. This pivotal role ensures the delivery of efficient, accurate, and compliant support to both Clients and Financial Planners.

Combining strong people leadership with hands-on operational involvement, you will champion operational excellence, embed a culture of continuous improvement, and ensure client outcomes, regulatory standards, and business goals are consistently achieved.

Location: Liverpool

Department: Financial Planning Support

Reports to: Head of Client Experience

Contract: Full-time, permanent

Regime: SMF Non-Certified

Financial Planning Support Team Leader - Key Responsibilities

• Lead, mentor, and develop team members, fostering accountability and a collaborative, high-performance culture.
• Implement structured training and career development programmes aligned with skills matrices.
• Conduct regular 1:1s, feedback sessions, and performance reviews with measurable outcomes.
• Drive a “right-first-time” culture through error management frameworks and corrective action plans.
• Ensure compliance with internal procedures and external regulatory requirements.
• Resolve escalated cases quickly and embed lessons learned across the team.
• Monitor output via KPIs and dashboards to track productivity, quality, and turnaround times.
• Identify and implement continuous improvements to simplify workflows and enhance accuracy.
• Champion automation, digital adoption, and standardisation to improve client and planner experience.
• Oversee work allocation and resource planning, ensuring coverage during peaks and absences.
• Own onboarding and induction processes to integrate new team members effectively.
• Act as the main liaison with Financial Planners, Paraplanners, and cross-functional stakeholders.
• Ensure data accuracy and integrity, producing weekly and monthly reports for the Head of Department.

Key Outputs

• Deliver consistently high-quality, compliant, and timely support across client service touchpoints.
• Achieve team KPIs with measurable improvements in accuracy, turnaround times, and efficiency.
• Reduce error rates through structured frameworks and proactive resolution.
• Provide clear, actionable reporting on performance, risks, and opportunities.
• Maintain a motivated, well-trained team engaged in development and accountable for output.
• Embed a culture of continuous improvement to drive innovation and better client outcomes.
• Build strong, collaborative relationships with Financial Planners, Paraplanners, and leadership teams.
• Safeguard operational resilience through documented processes and training plans.

About You

Financial Planning Support Team Leader - Essential Skills:

• Proven leadership experience in financial services
• Strong industry knowledge
• Expertise in performance management
• Continuous improvement mindset
• Excellent interpersonal and communication skills
• High attention to detail
• Confident systems and technology user

Financial Planning Support Team Leader - Desirable Skills:

• Industry qualifications
• Experience with Intelligent Office (IO)
• Workflow design and optimisation
• Project delivery support
• Error management expertise

What We Offer

• Competitive salary and benefits package
• Professional development opportunities, including support for industry qualifications
• A collaborative, supportive culture where innovation and improvement are encouraged
• Flexible working arrangements to support work-life balance