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    Estate Planning Team Manager

  • Job type: Permanent
  • Sector: Pensions
  • Location: Preston, Lancashire
  • Salary: Up to £35000 per annum
  • Date posted: 09/01/2018
  • Job reference: CMS030901'2002_1515505712

Our client is a leading financial organisation based in prestigious offices just outside Preston city centre, benefitting from great access from the motorway network.

They are seeking an Operations and Product Technical Manager to lead and manage the Will & LPA drafting team, ensuring that all processes & procedures post client Sale & Instruction are adhered to.

Responsibilities of the position will include:

Ensuring the timely drafting and issuing of client documents to a consistently high professional and technical standard, adhering as much as possible to the Society of Will Writers Code of Practice.

Providing technical support to the Estate Planners (sales team) and, in complex cases, have clients referred to them to provide more expert estate planning advice and personally endeavour to progress to Instruction & Sale (or refer to a third party).

Monitor Instructions, ensuring all individuals within the Estate Planning sales team are consistently giving best advice to customers based on their individual circumstance and legacy objectives, providing feedback to the Sale Managers on general performance and intervening on specific cases if needed.

Manage estate planning services (Wills, Trusts, LPAs and any IHT, care home fee and Probate advice this naturally involves), by:

Defining the technical specification of the Wills, Trust & LPA products & packages the business sells and, from this, define the questions and advice given to clients during Fact Find and Instruction

Producing and maintaining a 'Product Bible', documenting all of the above, including product features & benefits for sales & training purposes

Reviewing and updating all training materials for new starters in the Estate Planning team and Equity Release adviser team (plus any other entity referring customers) and be a stakeholder in which training is outsourced or conducted in-house (responsible for 'training the trainer')

Ongoing review of industry pricing, propositions and best practice

Take ownership of the third party Will drafting system the business utilises and be a stakeholder in the process / systems utilised throughout the customer journey - from Fact Find to Instruction and over into Drafting & Administration, along with updating customer information / sales outcomes on the CRM.

In instances where there's a 'commitment to pay' (CTP) by the customer (via their solicitor when the Equity Release completes)

Take day-to-day ownership and management of relationships with all third parties appointed or outsource elements of the service to, for example:

Professional executors, trustees and attorneys

Regulated / specialists in In Life (Family Asset Protection) Trusts, Business Relief Trusts, Agricultural Trusts etc.

Initially help establish and then manage and maintain the storage of customer documents, including:

A process for checking the attestation (whether we're storing or not) and overseeing any annual service payments

A process for engaging with relatives / executors about professional Probate services (and referring to a third party

Principal Accountabilities include:

Quality, compliance, professional standard and timeliness of the drafting and sending of all client documents, working within and reporting on defined KPIs and customer satisfaction measures.

Allocate work to direct reports (drafters and administrators) and ensure effective workflow processes, systems and monitoring is in place, along with being trained and technically competent to undertake the role.

Conduct regular appraisals (121s) and a formal bi-annual review with direct reports, taking corrective action where required. Also ensure the function has capacity to manage current and future business volumes, proactively managing colleague & customer expectations during holidays, sickness and peak periods.

Ensure the Fact Find and Instruction are adequate in terms of documenting client circumstance (financial & personal) and legacy objectives, along with capturing all the relevant information required for drafting.

Ensure Estate Planners are trained and technically competent to provide best advice to the majority and customers and, via 'triggers' in the Fact Find, ensure those with more complex needs also receive best advice (by either taking over the case or referring to a third party).

Ensure all processes and systems utilised throughout the customer journey optimise operational efficiency and are effective in ensuring all customers receive best advice and there's an adequate audit trail if outcomes are ever challenged.

Oversee the handling of all post Sale & Instruction customer service issues, queries and complaints (taking ownership for defining and maintaining the complaints procedure, log and resolution process).

Adopt a proactive and academic approach to maintaining SME expertise, best practice principles, industry knowledge and insight.

The ideal candidate must demonstrate:

Extensive experience of a very similar role within a solicitor's practice (regulated) or Will writing / estate planning business (non-regulated). This could be an independent will-writer who would prefer an employed role in a more structured environment, where they can "focus on the drafting rather than the selling".

Either a legal qualification / registered and have or are working toward a significant Estate Planning qualification (e.g. STEP Certificate in Trusts & Estates).

Excellent benefits are commensurate with the level of this position, including a performance based bonus

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