Oversight and Account Manager

Leeds, Yorkshire
Product Partnerships Ltd

Primary objectives of the role:

Overall responsibility for managing all activity with PPL’s directly authorised clients (Clients) and appointed representatives (ARs), including managing and maintaining Client satisfaction levels and ensuring retention. Plays a key role in growing revenues by developing business with new prospects and existing Clients.

Key stakeholders:

Management of relationships with key internal and external stakeholders including PPL’s Board and Senior Management Team (SMT), immediate line manager and other PPL colleagues, Clients and ARs.

Key responsibilities:

• Qualification of new leads and development of opportunities with prospects and existing Clients.
• Full on-boarding of new Clients and ARs, post due diligence centrally.
• To act as the focal point of contact for all Clients and ARs within direct remit.
• Ensure that all Client Service Level Agreements (SLAs) are met, including conducting a client review process; providing feedback on audit outputs, giving regulatory updates and analysing management information from a variety of sources.
• Ensure that all Clients and ARs act in accordance with their contractual terms, and confirm that ARs are adhering to PPL’s Policies and Procedures, taking appropriate action where necessary.
• Conduct regular AR compliance reviews, ensuring that required actions are driven to completion.
• Review monthly contractual revenues from Clients and support PPL’s invoicing and recovery processes, maximising income and minimising debt.
• Renegotiate contracts with ARs and Clients at the end of their minimum terms, reviewing fees payable to PPL in line with pricing rate-cards for each cohort.
• Monitor competitor activity and provide intelligence updates to the business.
• Work collaboratively across the business to provide AR/Client updates to colleagues and the Board, work on/deliver cross-functional projects, support the processes for communicating with ARs/Clients.
• Develop and maintain a high-level understanding of the regulatory horizon and the FCA’s rules and guidance, and be able to communicate these and any subsequent changes to ARs and Clients.
• Adhere to the Senior Manager Conduct Rules.
• Identify where conduct risks might arise and report these into the Compliance and Risk Committee.
• Undertake other duties or projects not specified as deemed appropriate with this role.

Key competencies:

• Positive optimistic outlook with a professional, polished and structured approach to account management.
• Open minded to change, and capable of influencing others to deliver and manage change.
• Strong client facing people management skills.
• Strong organisational skills to manage all client facing tasks.
• Solid interpersonal and communication skills.
• Ability to communicate at all organisational levels from Board members to operational staff, both within AR/ Client organisations and PPL.
• Experience of Consumer Credit at a non-technical level.
• Strong influencer with ‘can do’ collaborative team ethics.
• Has the ability to grow in-line with the Company’s growth plans.

Skills and Knowledge:

• Strong IT skills with a good understanding of the Microsoft Office suite, and the capacity to learn and harness the benefits of new systems.
• Ability to drive is desirable as the role involves some visits to ARs and Clients and to other meetings.

Salary and benefits package:

Competitive salary (DOE) and benefits including 25 days annual leave (rising to 28 with service), private health and wellness day.

Please note the role is based in Leeds but is a hybrid role working from home.