Job Description

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter oversees £157.4 billion in customer investments (as of August 2026). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues.

Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!

About the Role

Level: 4

Location: Remote

Department: QFP Network Recruitment

Contract: Permanent

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. The Adviser Engagement and Integration Manager will not complete every activity within the journey but will be accountable for maintaining momentum, clarity of ownership and effective communication with the firm throughout.

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 seek to simplify and standardise processes, reduce avoidable manual activity and rework, improve data quality and strengthen hand-offs. It will identify opportunities to use workflow, automation, digital tools and management information to improve adviser experience, operational efficiency and control.

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. It will also ensure that learning from individual cases is translated into sustainable improvements across the wider adviser journey.

The Adviser Engagement and Integration Manager will own the identification, analysis and coordination of adviser journey improvements. Formal accountability for policy, regulatory decisions, system ownership and specialist operational processes will remain with the relevant accountable function.

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, ensuring recurring issues are recorded, assessed and referred into the appropriate improvement or change route.
• Track systemic issues through to an agreed resolution, rather than closing them when the immediate case has progressed.

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.
• Work with accountable control owners to ensure that simplification or automation does not weaken required checks or oversight.
• Identify opportunities to improve controls through clearer ownership, better-quality data and appropriate use of technology.
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Process re-engineering and continuous improvement

• Identify and prioritise common issues across the adviser journey, using case data, management information, adviser feedback and operational insight to understand recurring delays, rework and hand-off failures.
• Undertake root-cause analysis and map end-to-end processes to identify opportunities to simplify, standardise or redesign activities, controls and team hand-offs.
• Develop evidence-based improvement proposals that set out the recommended solution, expected benefits, risks, dependencies and measures of success.
• Work with process owners, operational teams, Risk, Compliance and technology partners to deliver improvements, including appropriate use of workflow, automation and digital tools.
• Maintain oversight of agreed improvements through implementation, monitoring whether they achieve the intended outcomes and identifying any further action required.

Demonstrable experience of process re-engineering, including documenting current-state processes, designing future-state processes and translating identified improvements into practical implementation plans.

Strong process-mapping capability, with the ability to map end-to-end activities, decision points, systems, data flows, controls, ownership and hand-offs.

Working knowledge of recognised process-improvement and business-analysis techniques, such as root-cause analysis, value-stream mapping, process redesign and benefits measurement.

Technical confidence using process-mapping, workflow and data-analysis tools to document processes, analyse journey performance and develop evidence-based recommendations.

Ability to define business and process requirements, support solution design and testing, and assess whether technology-enabled changes have delivered the intended benefits without weakening controls.

Key outcomes:

The role will contribute to measurable improvements in:

· The time taken for advisers and firms to progress through key journey stages.

· The number and age of stalled or blocked cases.

· The level of avoidable rework and repeated information requests.

· The quality and completeness of information at key hand-offs.

· Adherence to agreed service levels.

· Clarity of ownership across the end-to-end journey.

· Adviser and firm experience.

· The proportion of recurring issues resolved through sustainable process change.

· The effective use of workflow, automation and digital tools.

· The quality and availability of management information used to manage the journey.

Consumer Duty

Whilst this isn’t a directly customer facing role, the duties you will perform will contribute to the overall positive outcomes for our customers by supporting an efficient, well-controlled firm and adviser transition, helping advisers become operationally ready to support customers and ensuring risks, delays and service issues are identified and addressed promptly.

About You

Essential

• 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, including experience working with process owners, operational teams and technology partners.

Sound judgement when deciding whether to resolve, monitor or escalate individual issues, and when wider process or system change is required.

Ability to interpret management information, adviser feedback and operational insight to prioritise cases and improvement activity.

Strong written and verbal communication skills, including the ability to present clear recommendations, progress updates and evidence-based cases for change.

A practical, outcome-focused approach, with the ability to balance adviser experience, operational efficiency, risk, regulatory requirements and control.

High standards of accuracy, record keeping and data handling, with an understanding of the importance of adviser competence, data quality and timely payment in financial services.

Ability to support improvements through design, implementation and review, including assessing whether changes have achieved the intended outcomes.

Technical skills

• 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

Desirable

Experience within financial advice, adviser distribution or a regulated financial-services organisation.

Knowledge of adviser recruitment, onboarding, authorisation, training, supervision, payment processes or Appointed Representative firm structures.

Experience working with adviser firms, firm principals or relationship-management teams.

Experience of process re-engineering, business analysis, service improvement or operational change.

Familiarity with process-mapping, case-management, workflow, automation, digital tools, dashboards or structured trackers.

Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.

Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.

Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.

Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

Holiday: 182 hours (26 days)

Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.

Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.

Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.

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

In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.