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Partner Relationship Manager

  • Job reference IFDS/TP/24087/10068
  • Job type Full Time
  • Sector Account & Relationship Management, Wealth Management/Investment Platforms
  • Location Stirling


Working as a Partner Relationship Manager you will be responsible for managing a number of regionally based Financial Advisors, referred to as Partners, taking personal responsibility for issue management and resolving complex queries across a range of Life and Pensions products. You will work with your Partners to ensure they are supported in delivering to their pre-agreed sales targets and you will manage the overall relationship between the administration centre and the Partner


* Competitive annual salary

* Eligible for annual discretionary bonus (based on individual and company performance)

* 25 Days holiday

* 6% non-contributory pension scheme

* Life Assurance (4 x salary)

* Family Cover healthcare

* flex benefits scheme

Main Responsibilities

  • Manage effective relationships with all key contacts at appropriate business locations
  • Initiate and attend office visits and location meetings, strengthening existing relationships with key stakeholders and also establishing new networks/relationships
  • Exceptional handling of complex/technical or complaint work, coordinating assistance from key contacts in processing areas and providing final decisions and letters if required. Monitor progress and undertake preventative measures as appropriate
  • Handle incoming calls from any relevant party and make outbound calls where necessary to complete the enquiry
  • Respond same day to email enquiries from Partners and contacts at appropriate business locations
  • Proactively Manage pipeline ensuring that relevant and informative communications are made weekly to Head of Location and BDMs.
  • Escalate significant pipeline cases to providing recommendations to ensure the correct outcome.
  • Provide coaching and mentoring to Support Managers assisting with difficult calls or complaints where required, developing their technical knowledge
  • Attend Back Office Team Meetings to help increase business awareness and improve understanding of what is important to Partners and clients and why
  • Analyse the root cause of complaints received and recommend improvements, including taking responsibility for implementing changes
  • Identify and implement process improvements to promote continuous improvement of the services provided
  • Represent the client on projects and be responsible for local Business Plan initiatives, championing change
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.
  • Core Requirements:


  • To exercise due care and diligence, ensuring the areas the role is responsible for are organised and controlled.
  • To uphold responsibilities for risk and business continuity practices as appropriate to the position the role holds within the organisation.
  • To comply with the regulatory regimes in which IFDS operates, with particular consideration given to relevant Client Asset, Data Protection and Financial Crime Prevention regulations, as appropriate to the above role.
  • Quality:

    All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:

  • To be quality driven, aiming for 100% accuracy and timeliness of delivery.
  • To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer (internal and external).
  • To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance.
  • To observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties.
  • To communicate and promote the values which reinforce and support a consistent quality culture.

Ideal Candidate


  • Excellent relationship management skills
  • Excellent problem solving, analytical and decision making skills
  • Strong coaching, mentoring and feedback skills
  • Act as a role model for colleagues in support of management decisions
  • Act as a point of technical reference for others to refer to for help guidance and support
  • Understanding of planning frameworks and methods
  • Excellent communication and interpersonal skills at all levels
  • Shows flexibility and is always goes the extra mile to meet the needs of the business, Partner and client
  • Strong organisational and time management skills
  • Commitment and self-motivation to work within deadlines with minimum supervision
  • Building relationships
  • Effective analytical skills.
  • Strong ability to challenge decisions at all levels


  • Education to Higher level or equivalent is desirable
  • ICS and yellow belt desirable
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