Head of Administration

Job Title

  • Head of Administration

Seniority Level

  • Management

Reporting to

  • Managing Director

Direct Reports

  • Team Leaders (currently 6)

Employment Type

  • Full-Time

Job Function

  • Management of Support Services


  • Birmingham – Head Office (with some home working)

About Us

Established in 1989, Pannells Financial Planning (Pannells) have been delivering highly specialised financial advice to companies, professional partnerships and individuals for over 30-years and have built a reputation based on the quality of service and impartial advice that we provide.

At Pannells, our clients are at the heart of everything we do. We have built a reputation for offering professional and impartial financial advice to individuals, companies and partnerships. Our reputation is due, in no small part, to the impressive results which we have and aim to achieve for our clients. Our philosophy is to combine a professional approach with innovative financial planning advice. There is no ‘one solution fits all’ and our advice is allied specifically to our clients’ needs.

As we are independent, our clients enjoy financial advice that is free from bias. We are not ‘tied’ to promoting products from only one company, leaving us free to provide advice that best meets your circumstances. We pride ourselves on offering and acting in a holistic way.

With offices throughout the UK our Advisers are amongst the most experienced in the industry: committed to understanding our client’s financial requirements; using their skills to assist in the planning, growth and development of the client’s financial portfolio; and other financial needs.

About You

Purpose of the role

To head up our administration teams by managing and coaching your team leaders, overseeing the development of their team members and having overall responsibility for the output of their work to ensure the provision of high-quality service to our Adviser population and our clients is maintained at all times.


You will:


  • Oversee the operation of the Wealth and Employee Benefits Administration Teams and the Typing team
  • Ensure internal service levels are consistently maintained and managed and any remedial work is acted upon in agreed timescales
  • Ensure all processes are followed and the importance of task management is understood by all and monitored
  • Drive best practice and continuous improvement across the teams to ensure we are always providing our best service
  • Oversee and monitor the output of your direct reports and their teams to ensure the delivery of high-quality service to our Advisers and clients
  • Work with the Training & Competence Manager (T&C) and your team leaders with recruitment and onboarding new recruits: including owning and maintaining the knowledge assessment; agreeing the new recruit’s induction and training plan
  • Work with your team leaders to ensure they and their team members obtain and maintain ongoing competence in their role
  • Ensure all competence and development plans for teams are monitored and evidence collated and provided to the T&C Manager at the agreed intervals
  • Work with the T&C Manager with meeting the development needs for your teams
  • Ensure you and your teams work closely with the Risk Management Team (RMT) when required to aid in the process of producing and issuing quality client written advice
  • Identify improvements that emerge from Risk Monitoring Reviews (RMR) or feedback from the wider business


  • Lead on department specific project work to bring about improvements to the service provided
  • Be a member of the Management Team, and such will actively participate in senior management meetings and work with peers to bring about change, exchange ideas and build the business
  • Work with Regional Directors, RMT and the T&C Manager to improve efficiencies across the firm


  • Conduct regular reviews with your Team Leaders to review performance and identify areas of development or gaps in knowledge and provide feedback on complex cases/queries/observations
  • Conduct annual reviews for the Team Leaders and agree and set objectives for the year
  • Identify learning needs for the Team Leaders and work with the T&C Manager to address the requirements
  • Seek to improve services, efficiency, consistency and provide guidance with the support and ideas of your team
  • Provide regular management information and updates


  • Uphold the FCAs Conduct Rules
  • Act with honesty and integrity in all dealings with clients and peers alike
  • Lead by example and set standards for yourself and your teams


You will have:

  • A proven track record of being able to service existing clients
  • At least 5-years’ experience of managing a team in a similar regulated role
  • A proven track record of developing a team and operating as part of a senior management team
  • A working knowledge of both wealth management and employee benefits
  • An excellent working knowledge of back-office systems preferably Xplan/IRESS

Person Specification

You will be

  • A seasoned leader that has developed people from within the business
  • A dedicated, ambitious and driven individual with the desire to succeed
  • Ethical in all dealings with clients and colleagues and take pride in producing high quality service
  • A persuasive influencer with the natural capacity to engage with your audience
  • An excellent communicator (written and verbal) and able to convey complex technical matters in an easy to understand way
  • Able to manage your own time and meet tight deadlines
  • An excellent problem solver with the ability to juggle many tasks at the same time
  • A strong team player with the ability to lead by example


  • Management qualification (Level 5 or above preferable)
  • CII Level 4 qualification would be desirable
  • GSCE/equivalent English Language

If you meet the above criteria we would love to hear from you.

How we work

We are committed to:

  • Acting with the highest ethical standards and integrity
  • Acting in the best interests of our clients
  • Providing a high standard of advice and service to our clients
  • Treating our clients fairly

We embrace the core values of honesty and professionalism and we are committed to improving the skills and knowledge of our people at all levels. We are passionate about developing our team and promoting from within.

We offer:

  • A competitive salary
  • 28 days holiday (3 to be taken at Christmas), Bank Holidays and the option to buy up to 10-days per year
  • Defined contribution pension matched up to 5% plus a National Insurance boost
  • Income protection 50% of salary with option to flex up
  • 4 times salary death in service scheme
  • Access to flexible benefits platform and voluntary benefits

If you are interested in this vacancy, please send your CV and any supporting information to Karen Pearce – Training & Competence Manager.