Key Account Manager at Novia Financial

Department: Customer Experience

Reports to: Key Accounts Team Leader

Main Location: Bath – Work your way: 3 days minimum in office, 5 days welcome

About us

At Novia, we take pride in being a Multi-Award-Winning financial technology company, renowned for our 5-

star service platform. Our shared purpose and core behaviours—Seek Opportunity, Nurture Each Other,

and Simply Get Going—guide us on our journey.

With new ownership since 2021 and substantial investments of over £17m into the business, Novia is on

an exciting growth trajectory. Join our team of around 300 dedicated employees and become part of a

company that is making waves in the industry.

About the role

Working for the Adviser and Customer Experience Team within the wider COO function. Be part of the

front line contact team, working hand in hand with sales to provide / deliver:

 A single point of contact for Novia’s largest accounts / strategic partners including the relationship

with any third parties such as DFMs

 Provision of an outstanding cradle to grave service model; bringing in experts, when required, to

ensure the account and their end clients receive a consistent, intentional and award-winning

experience

 Provision of training and oversight to ensure the Adviser firms use the platform efficiently and

effectively

 Provision of reporting; including the analysis of MI to support Sales and the Adviser Firms on how

best to work with Novia including information to support the firms managing their own book such as

business retention opportunities

 To attend service delivery meetings either in person or virtually

 Ensure a strong risk culture exists, safeguarding the customer assets at all times. Compliant to all

applicable regulation and laws

 Day to day provision of a strong customer centric culture to work alongside the adviser experience

creating an inclusive vulnerable customer experience

Candidates will have an outstanding knowledge of the Novia platform from both an adviser and customer

perspective including:
 All Novia product processes

 Detailed understanding of the Novia Adviser processes

 Understanding of dealing processes

 Client Money Regulations (CASS Rules)

 UK Platform and Tax Wrapper regulations

 FCA T&C regulations

 Business Risk Appetite

 Vulnerable Customers

 TCF

 Customer Retention Activities

Key Account Manager

 Digital Proposition and Processes

 Risk and Escalation policies

 The successful candidate will also directly assist the Senior Manager – Client Services to support the

broader client services team. Work very closely with the relevant members of the Sales Team

ensuring the information and updates are provided at pre-agreed intervals

 Ensure that the Company is compliant with all statutory and FCA regulations.

Strategy, Vision and Leadership

 Contribute to the development of Novia’s strategic goals by supporting key accounts achieve the

sales targets.

 Ensure that issues impacting the relationship or evidence of retention concerns are escalated at the

earliest opportunity

 Maintain continuous lines of communication between Senior Manager – Client Services, Sales and

Marketing and any other business areas needed to support the accounts.

 Constantly challenge existing practices and processes and suggest improvements.

 Provide an understanding of the industry and our competitors. Get closer to our Advisers and find

out what they need and value.

Team Development

 Be a champion of change, implementing and sustaining change within operations and across Novia.

 Promote a culture of high performance and continuous improvement that values learning and a

commitment to quality.

 Ensure there is a strong level of oversight of all the key accounts across the team to ensure all

absence cover is clearly understood and transition of “ownership” during periods of absence is

seamless.

Planning and Organisation

 To manage own time and prioritise workloads to meet deadlines, changing demands and business

objectives.

 To make and implement decisions within clearly defined boundaries which positively impact on the

achievement of operational, project and strategic objectives.

 To proactively solve standard and complex problems including the recording of concessions and root

cause analysis

 To ensure MI is collated and produced to the highest level of accuracy for all required reporting.

 Drive initiatives in the Adviser and Customer Experience team that contribute to long-term

operational excellence.

 Support the efforts of the sales force through providing effective assistance to IFA’s

 Champion the goals and values of the organisation.

Communication and Influencing

 To adapt communication style to fit the audience in order to establish consensus and obtain

agreement.

 To explain concepts or difficult information to others in an easily understandable way

 To communicate in line with Tone of Voice guidelines across all communication channels. Ensure

follow the desired communication channel of key account.

Key Account Manager

Specialist Skills, Qualifications and Experience:
 Be a colleague who is enthusiastic, energetic, driven, ambitious and passionate about the business

they are supporting

 Significant experience of working with adviser and customers evidencing a strong customer centric

style

 Work collaboratively with other business areas to ensure the best possible outcomes for our key

accounts.

 Will have the ability to understand business strategy and key business drivers

 Strong business focus with the motivation and ability to apply good financial practice and company

procedures at all times

 Continually delivering and improving excellence for clients and customers; adhere to Treating

Customers Fairly principles and vulnerable customer guidance

 Strong motivational, innovative and interpersonal skills

 Excellent communication, planning and organisation skills

 Be pragmatic and delivery focused with a strong sense of humour

 Analysis and judgement; will ask questions and challenge the way things are done in the right way,

in order to effect positive change where needed

 Excellent judgment and creative problem-solving skills including negotiation and conflict resolution

skills

 Resilient, proactive, and driven with a strong delivery focus and “can-do” attitude

 A highly collaborative style of working. The senior team is creating a culture which is open and

honest and non-political

 Flexibility and change orientation. Ability to develop and adapt with the evolution of the role and the

business

Why join us:
 Enjoy the best of both worlds with our hybrid working arrangement, providing you with the freedom

to work from home and collaborate in our vibrant Bath office.

 Benefit from a competitive salary package, including an annual discretionary bonus, as a reward for

your hard work and dedication.

 Take advantage of our generous holiday allowance of 34 days per calendar year, including inclusive

bank holidays, giving you the flexibility to enjoy these days off or work them if you prefer.

Additionally, we offer the flexibility to buy or sell up to 5 additional days, allowing you to tailor your

holiday entitlement to suit your needs.

 Embrace a culture that values your wellbeing with a dedicated wellbeing day to use as you choose,

such as on your birthday or for some pampering.

 Unlock your potential through supported professional development, where we encourage and

nurture your growth.

 Rest easy with our comprehensive benefits package, including Private Medical coverage, Income

Protection, Life Assurance, and a Group Contributory Pension scheme.

 We believe in giving back, and our Novia Foundation Day supports charitable activities to make a

positive impact in our communities.

 Experience our lively company culture, filled with rewards, incentives, remote team socials, and fun

quizzes that make every day at Novia an enjoyable one.

Novia Financial is an equal opportunities employer who values a diverse and inclusive workplace. We

Key Account Manager

recognise that people work in different ways, and we value alternative viewpoints, celebrate

individuality, and foster a culture where everyone can bring their true self to work.

We are committed to creating a diverse workforce. we accept applications from everyone regardless of

your background, beliefs, culture, gender identity, ethnicity, sexual orientation, disabilities, and long-term

health conditions.