Platform Support Manager

Platform Support Manager

Are you keen to make a difference in a dynamic organisation? Do you have a passion for putting the customer at the centre of everything you do?

We’re a fast-paced, dynamic Group at the cutting edge of building safe and recurring value for all of our stakeholders. Our core areas include: bespoke pension solutions, wrap platform, independent financial advisory, investment consultancy, research and due diligence, and more. We currently have £33bn Assets Under Management and are still growing.

This role is within SIML, part of the Embark Group.

What you’ll do

The team's role is to provide service and processing expertise to support Sales, Distribution, Operations and the wider business, delivering a superior user experience for our customers. Its focus is on the customer, ensuring all queries, issues and complaints are actioned effectively through to a satisfactory resolution and outcome. You will  be responsible for the supervision of the platform oversight team providing leadership, accountability and role model behaviours. A key part is to provide training, development and support to develop the identity and culture of a high-performing specialist team. Key to success in this role is the use of robust MI. Develop Halo and other tools to establish a clear, end-to-end picture of operational performance. Utilise this to support supplier escalations (in particular with FNZ), team workload management and a mandate for continuous service improvement, both in day-to-day operations and in support of further integration with the group.

Key Accountabilities


  • Ensure provision of excellent technical support, quality service and advice on propositions to members of Sales, Distribution, Operations, Project and wider Embark business.
  • Take ownership for the resolution of all adviser and customer issues and the customer experience, resolving and /or escalating as required and keeping oversight of service delivery to ensure service expectations are fulfilled at all stages
  • Deliver training to the team to address knowledge gaps and process improvements. Identify and implement best practice.
  • Identify opportunities for continuous improvement, such as training needs for the distribution, process changes, supplier engagement procedures. Drive changes to realise gains.
  • Provide a first class experience for Customers by continuous improvement and sharing knowledge and expertise with other team members
  • Drive a positive and supportive team culture and develop a high-performing, focused team.
  • Be proactive and take accountability and ownership of issues raised
  • Drive initiatives and support activity in other business areas in order to embed customer centricity and improvements at all touch points
  • Development of comprehensive, robust management information to support decision making,  reporting, supplier management, escalations and other key activity. Ensure the availability of up to date, relevant information.
  • Takes personal responsibility for resolving issues using business awareness.
  • Demonstrate leadership: encourage a culture of customer-centricity, ownership and responsibility, continuous improvement and knowledge sharing with the the team and beyond.
  • Build and maintain strong and effecting working relationships with 3rd Party IT providers. Lead and engage with these to support resolution of issues.
  • Develop knowledge and understanding of risk and compliance policies and procedures and ensure own work is undertaken to the standards of behaviour and in accordance with policy.
  • Oversee team participation in projects as appropriate including support implementation with pre and post deployment smoke testing in addition to appropriate level of communications.


Who you are and the experience we’re looking for


Delivering excellence is no easy task, particularly when you are transforming a business. So we’re looking for someone with the right experience and behaviours to join our team. The ‘DNA’ we look for starts with high proactivity and tenacity, the desire to deliver service excellence, attention to detail and a passion for both innovation and continuous improvement. As well as this, you will need to have:


  • Strong customer/stakeholder management and commercial orientation
  • Naturally able to consider the bigger picture as well as having excellent attention to detail
  • Deep experience of wrap platforms, investments and pensions, including the associated regulatory environment and operational support principles.
  • Track record of management, ideally in a customer support environment requiring specialist knowledge
  • Demonstrated ability to work in a fast paced, constantly changing environment. 
  • Strong communication and interpersonal skills (including negotiation, stakeholder management)
  • Experience of supplier and key account management
  • Track record of driving customer-centric improvements and efficiencies, comfortable with change, natural inclination to challenge the status-quo.
  • Be recognised as a leading figure in the business by other areas and external suppliers


Why join us

Our approach centres on four primary enablers: our expertise, access to leading technology, focus on consumers, and capital.

We believe in transparency and meritocracy; we want to give all of our people the opportunity to be the best they can be, sharing in our future success.

Or, know someone who would be a perfect fit? Let them know!


BOLTON  ∙  View all open roles here ›

EDINBURGH  ∙  View all open roles here ›

LEEDS ∙  View all open roles here › 

LEICESTER  ∙  View all open roles here › 

LONDON  ∙  View all open roles here ›  

MILTON KEYNES  ∙  View all open roles here ›  

SALISBURY  ∙  View all open roles here ›  

SWINDON ∙  View all open roles here ›  

Already working at Embark Group?

Let’s recruit together and find your next colleague.


Applicant tracking system by Teamtailor