[Hiring] Adviser Engagement and Integration Manager @Quilter

Role Description

The Adviser Engagement and Integration Manager will provide clear, end-to-end ownership of the journey for assigned adviser and Appointed Representative firm cases, from onboarding through to first payment and formal transition into business-as-usual support. The role will coordinate progress across teams, maintain visibility through hand-offs, identify and resolve barriers, and ensure that risks, delays and dependencies are escalated through the appropriate route.

Alongside individual case ownership, the role will have an overall process re-engineering objective. It will identify common and recurring issues across the adviser journey, establish their root causes and work with process owners, operational teams and technology partners to design and implement practical improvements.

The role will help reduce stalled cases, avoid dropped hand-offs, improve the quality and timeliness of escalations, and provide a more joined-up experience for advisers and firm principals.

Key Responsibilities

• End-to-end case ownership
• Act as the named Case Owner for assigned adviser and Appointed Representative firm journeys, from onboarding through to first payment.
• Maintain clear oversight of progress, risks, dependencies and ownership across each stage.
• Ensure a formal handover to the receiving business-as-usual team, with no dropped or incomplete hand-offs.
• Analyse case and journey data to identify recurring failure points, process variation, bottlenecks and opportunities for improvement.
• Develop or improve management information that shows journey performance, including ageing, rework, hand-off quality, service-level performance and recurring causes of delay.
• Use evidence to prioritise process improvements and assess whether implemented changes have delivered the intended outcomes.
• Progress coordination
• Coordinate activity across the teams responsible for delivering each stage of the adviser journey.
• Identify barriers, agree actions and follow up with accountable owners to maintain progress.
• Bring together relevant stakeholders to resolve cross-functional issues and prevent avoidable delays.
• Case tracking and management information
• Maintain accurate case records, including journey stage, ageing, outstanding actions, risks and ownership.
• Use management information to identify blocked cases, missed service levels and emerging issues.
• Ensure each reported issue is linked to a clear action, named owner and appropriate escalation route.
• Issue resolution and escalation
• Identify and drive the timely resolution of issues that could prevent a case from progressing.
• Escalate service-level breaches, decision blockers and material risks through the agreed framework.
• Maintain clear records of escalations, decisions, actions and agreed owners.
• Distinguish between issues requiring immediate case resolution and recurring issues requiring wider process or system change.
• Track systemic issues through to an agreed resolution.
• Adviser and firm communication
• Provide advisers and firm principals with a consistent Distribution contact throughout the relevant journey stages.
• Use adviser feedback alongside operational evidence to inform improvement priorities.
• Communicate progress, outstanding requirements, risks and next steps clearly and promptly.
• Risk, data quality and control
• Identify incomplete or inconsistent information and coordinate correction with the accountable team.
• Ensure risks and decision blockers are recorded, triaged and escalated appropriately.
• Support adherence to agreed controls, service levels and hand-off requirements.
• Identify opportunities to improve controls through clearer ownership, better-quality data and appropriate use of technology.
• Process re-engineering and continuous improvement
• Identify and prioritise common issues across the adviser journey.
• Undertake root-cause analysis and map end-to-end processes to identify opportunities to simplify, standardise or redesign activities.
• Develop evidence-based improvement proposals.
• Maintain oversight of agreed improvements through implementation.

Qualifications

• Experience coordinating complex cross-team cases or processes.
• Strong planning and case-management skills across multiple actions, risks and dependencies.
• Experience identifying root causes and turning findings into practical improvements.
• Ability to map end-to-end processes, hand-offs, controls and ownership.
• Confidence working across teams, constructively challenging and securing ownership without direct authority.
• Strong stakeholder-management and relationship-building skills.
• Sound judgement when deciding whether to resolve, monitor or escalate individual issues.
• Ability to interpret management information, adviser feedback and operational insight to prioritise cases and improvement activity.
• Strong written and verbal communication skills.
• A practical, outcome-focused approach.
• High standards of accuracy, record keeping and data handling.
• Ability to support improvements through design, implementation and review.

Requirements

• End-to-end process mapping and process re-engineering.
• Current-state and future-state process design.
• Root-cause analysis and problem-solving techniques.
• Workflow, case-management and automation concepts.
• Business requirements gathering and documentation.
• Data analysis, management information and benefits tracking.
• Process controls, risks, dependencies and hand-off analysis.
• Change testing, implementation and post-implementation review.

Benefits

• Holiday: 182 hours (26 days)
• Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme.
• Pension Scheme: A non-contributory company pension scheme.
• Private Medical Insurance: Single cover as standard.
• Life Assurance: 4x your salary.
• Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
• Healthcare Cash Plan: Jersey employees only.