Kris – Regional Client Operations Manager
Joined Transact August 2005
Why did you join Transact?
I started working for Transact in 2005. I wanted to come to London as it had that “buzz”, which was something I wanted to experience.
Back in 2005 Transact was a relatively new and growing company and I saw it as an exciting opportunity to be part of this. Transact offers multiple tax wrappers, so I knew I would build knowledge relatively quickly and I would also have a great opportunity to build relationships with advisers and clients. This was something I was passionate about.
The role I applied for was exciting and varied, and from the very first interview I could see that Transact would be a good fit for me. The culture was very friendly and this was noticeable when I walked around the office.
Talk us through your career at Transact so far.
In 2005 I joined Transact as a Client Service Manager (CSM) for the South East. In this role I carried out a variety of administrative duties for advisers and their clients. This gave me a good understanding of the wrap platform industry.
In February 2007, I was promoted to the role of Regional Operations Manager (ROM) for the newly formed team, CSJ. CSJ support advisers based in Essex and the East Anglia region. Although the role has changed a fair bit over the years, this is still my current position.
I have also been involved in CSM recruitment over the years and this is something I really enjoy. It is nice to meet the “newest recruits” and share my experience at Transact, as well as discovering what they can bring to the role.
I also run Transact’s Social Committee. The role has grown over the years, but I feel that it is an integral part of our culture that people do a good job, but also have fun along the way. As the company has grown in size since I joined, I think it is important that we have after-work events to relax, unwind and most importantly speak to people in other departments. We also support lots of worthwhile charitable causes.
What does your role involve on a day-to-day basis?
It is fair to say that no two days are the same, and I think that is what I most enjoy about the role.
My main role is to ensure that everything is running smoothly on the team, and advisers and clients are pleased with our service.
Obviously, with any senior role, I need to ensure that any errors or complaints are investigated and resolved in a timely manner. However, it is always important to establish what went wrong, what we can learn from it and what to do differently next time.
I am involved with team work allocation, making sure the team is adequately resourced to ensure we meet all of our Service Level Agreements (SLAs). I also get involved in some of the high-level checks prior to deals being aggregated, or payments being sent out to clients.
A big part of my role focuses on my team’s training and development, to ensure they are providing the best possible service and also focusing on their own career plans and development goals.
I enjoy meeting new and existing advisers and their teams, alongside my region’s Adviser Support Manager (ASM).
Finally, I have been involved with the planning and roll-out of tax year end plans. This ensures we have all the external communications sent out in a timely manner and that CSMs are adequately updated with any technical changes.
How would you describe the culture at Transact?
The culture here is really good. Everyone is very approachable and the hierarchy is very relaxed, meaning you can easily speak to senior managers/directors. Since I joined this is a really positive aspect that has not changed.
Developing our people is something we actively support and encourage, and I can see the value that this adds to the company.
At Transact, we are quite unique compared to other places that I have worked. Here you can progress to other roles very quickly, be it a secondment, a subject matter expert role (SME) or another role; as long as you have the appetite and determination to progress, you will.
What advice would you give someone joining Transact?
I would say “what are you waiting for”? Transact really is a great company to work for. There are so many opportunities and interesting people to work with.
The atmosphere is always “buzzy” in the office, and it is fantastic to work for the UK’s number one platform.