Telephone Account Manager, Bonds & Pensions Telephone Account Manager, Bonds & Pensions …

Canada Life Limited
in Potters Bar, England, United Kingdom
Permanent, Full time
Last application, 27 Jan 20
Canada Life Limited
in Potters Bar, England, United Kingdom
Permanent, Full time
Last application, 27 Jan 20
Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

What we’re building 

We now need a Bonds & Pensions - Telephone Account Manager (BPTAM) to support the transformation and the future growth of the business within the Wealth Management function, so it can be a market-leading, retirement-led platform provider offering a holistic approach to Retirement Income, Tax and Estate Planning to the UK Wealth Advisory market.

Job summary

To build strong, productive, long term relationships with Professional Advisers through a telephone contact strategy.  To write good quality Pension and Bond business, and manage allocated accounts to optimise business.  Delivery of agreed sales targets and behavioral objectives, and aim to exceed, in line with Distribution’s business plan.

What you’ll do

  • In line with agreed Sales Strategy, develop an approach to account planning within designated area including carrying out research, competitor analysis, quotes, deal options, sales ideas, business generation initiatives, products, services etc., ie a rolling business plan to be produced.
  • Manage a panel of accounts in a postcode region in conjunction with a Field Based Account Manager.  Post call records to be accurate and allow planned follow up (using “Salesforce” as directed).
  • Campaign management – for each campaign and in conjunction with your line manager and your field based account manager, plan personal strategy and reporting delivery.
  • Spread & quality of business – as outlined in the Sales bonus scheme, as it changes from time to time; balancing account planning and management to achieve a suitable spread of business all CL group products. Also ensuring a suitable quality of business, incorporating the principles of TCF when dealing with Professional Advisers and customers.     
  • Quote and enquiry follow up – follow up each appropriate (to be agreed with Field Based account manager) quote enquiry, and demonstrate a mechanism to manage this through to issue where applicable.
  • Problem resolution - ensuring the transition of a case through to issue, by developing relationships with CL,CLI, CLIAI and Canada Life Investments office staff. – Solving client case scenarios with own knowledge or with the support of others.
  • Business knowledge – development of company and market knowledge, using appropriate methods, reading industry literature, study and attending industry events.
  • Internal meetings – 1:1s, team meetings, training sessions – attendance at all meetings, with suitable preparation or delivery of actions required from previous meetings.
  • Achieve and maintain competency under the T&C Scheme

Who you are

  • Sales – promotion of competitive position, incorporating product focus, and not simply products being able to ask for a piece of business and close the sale.
  • Communication – handle all communications accurately and efficiently, with the ability to adapt to the ‘customers’ level of knowledge and understanding, appreciating its impact on sales. - Have the ability to apply influence and negotiation skills when in dialogue with Professional Advisers.  Use to build positive relationships with CL, CLI, CLIAI and Canada Life Investments office staff.
  • Telephone calls– structure IFA telephone calls to ensure maximum effectiveness and use of time to ultimately result in tangible business results. Covering planning, introduction, subject matter, discussion and closing.
  • Planning – Ability to plan sales strategy for each account, including approach, outputs, measures, and next steps.
  • Systems – ability to apply self to working on system(s) navigation and usability. In turn provide guidance on the application(s) and benefits to business to the Professional Adviser.
  • Business – interest in building knowledge to fully understand the associated link with the Professional Advisers business model. - Ability to build upon market and competitor knowledge. - Understand CL business operations which support and facilitate sales, i.e. “Salesforce”.
  • Personal responsibility – to deliver personal levels of productivity and quality to the standard set and expected within the role and tasks. - Support of all team projects or joint task requirements.
  • Accuracy – an eye for detail and keenness to ensure accuracy, and understand how vital it is. Either for Professional Adviser related work, or for work requests from Head Office.
  • Knowledge of International administration processes from quotes to applications inc relevant trust, together with an understanding of IOM and Dublin jurisdiction
  • Has a good understanding of Offshore and Onshore taxation inc Chargeable Events, top slicing and how segmental assignments work.
  • Has a good understanding of Pensions landscape (inc annuities) legislation, LTA, DB transfers, and competitors who operate in the market.


  • Minimum requirement:  CII Diploma in Financial Planning – Level 4 (or at least studying for).

What you’ll like about working here

As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. You’ll also receive the support you need with your personal and professional development.

Our focus is to have an engaged, committed and motivated work force, operating in a high performing and collaborative culture. We want to create an organisation that offers opportunities for all our people to develop their skills and talent, and build rewarding careers with us.

Diversity and inclusion

Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.