Wealth Wizards

• Design and implement work flow processes within Intelligent Office • Identify and implement process improvements • Manage SLAs across the team • Ensure all customer service practices align with industry regulations and internal policies • Regularly review and update compliance protocols related to customer interactions • Develop and monitor service level agreements to ensure team performance meets the company standards • Prepare and present regular report to Senior Management on all aspects of the services offered • Collaborate with the whole of the Personal Advice Team to ensure a cohesive approach to client service • Facilitate communication to address customer needs effectively • Lead, mentor and develop the client service team, fostering a culture of high performance and continuous improvement • Conduct regular training sessions relevant to the business needs • Build and maintain strong relationships with clients to ensure their needs are met and exceeded • Act as a primary point of contact for escalated customer issues, ensuring timely and effective resolution • Support customer engagement activity and ensure customers are actively supported throughout their journey.

• Creation of innovative world-class, web applications built on excellent architectural design. • Organising and prioritising development work within an Agile team environment. • Accepting guidance on best-practice to ensure software quality, security and integrity without compromising agility and innovation. • Building and integrating standalone service-oriented (SOA) components. • Shared ownership for team status board. • Adhere to all Information Security policies and procedures

• Assist in the successful delivery of software for your team. • Work closely with the Lead Software Engineer and the Product Manager. • Partner effectively with all team members to deliver against commitments. • Collaborate actively in Agile ceremonies and apply Agile delivery principles to your work. • Build, support, and maintain products that are continuously delivered into our production environments. • Design, implement and document clean, maintainable, and scalable code that adheres to SOLID principles. • Contribute to the evolution of existing codebases through pragmatic refactoring and thoughtful extension, ensuring high test coverage and long-term reliability. • Participate in technical discussions during task analysis, design meetings, and code reviews. • Design and implement non-trivial APIs, backend services, and front-end applications using modern technologies such as TypeScript, React, Node.js and IaC. • Contribute to the growth and refinement of our coding standards and engineering principles, applying this knowledge to your code and code reviews. • Apply insightful analysis and planning to tackle non-trivial situations. • Ensure you build software where all aspects of product delivery are covered, especially non-functional quality attributes such as security, reliability, scalability, maintainability, and accessibility. • Adhere to All Information Security policies and procedures. • Continually learn about new technology, frameworks and libraries, being open to building with a variety of frameworks and libraries.

• Conduct qualitative and quantitative research across the product portfolio - user interviews, usability testing, surveys, and other appropriate methods. • Support teams with their research needs across different product areas, adapting to shifting priorities as the business requires. • Maintain methodological rigour across whatever method you're using, ensuring research is free from bias and produces evidence that holds up to scrutiny - including in a regulated financial services context. • Feed findings back into our central research repository, helping build a shared, searchable knowledge base that grows in value over time. • Support the operational side of research - creating and maintaining test scripts, keeping Dovetail well-organised, and helping evolve the tooling and practices the wider team relies on. • Help democratise research by supporting colleagues across the business to run their own studies - whether that's surveys, interviews, or interpreting findings - in a way that's methodologically sound. • Communicate findings clearly and confidently, making research accessible to audiences who aren't researchers themselves, including senior stakeholders. • Contribute to a culture of openness, curiosity, and continuous improvement within the design team and the wider organisation.

Role Description At Wealth Wizards our vision is a future where everybody in society has access to financial advice and guidance. Our Software as a Service (SaaS) platform provides engaging digital experiences for consumers and powerful tools for financial advisers. Role Purpose: To lead the design, governance and delivery of Royal London’s advice propositions across Equity Release Advice (ERA) and Personal Advice, embedding compliant service design, robust advice policy, strong oversight and market insight to ensure good customer outcomes, regulatory integrity and clear accountability. This role also ensures consistency and coherence of Financial Planning Principles and Policies across the broader Help Proposition, including Planning & Coaching, Targeted Support, Individualised Advice and ERA, while shaping the future advice model in line with regulation and Group strategy. Key Responsibilities - Lead the design, governance and delivery of the Equity Release and Personal Advice propositions, ensuring alignment with regulatory requirements, customer outcomes and Group strategy. - Develop and maintain robust advice guidance, policies, and centralised advice frameworks (including CIP, CRP and alignment with COBS 9C). - Chair relevant governance forums (e.g. Product Proposition Committee) and contribute to key committees such as the Wealth Wizards Investment Committee. - Work closely with internal stakeholders to design, implement and evolve propositions and policies, ensuring operational feasibility and regulatory compliance. - Provide strategic input into the development of Royal London’s advice proposition, including: - Product strategy (restricted vs broader proposition). - Scaling adviser capability within the appropriate culture and operating model. - Utilisation of third-party tooling to support scalable delivery. - Integration within the wider continuum of guidance, targeted support and advice. - Lead the transition and integration of the Wealth Wizards advice business into the Royal London model. - Design and oversee service models that deliver good customer outcomes, with clear accountability and effective oversight. - Assess new concepts and initiatives for regulatory and operational viability. - Produce key regulatory deliverables, including the annual Customer Duty Board Report. - Bring external market insight into the business and proposition, maintaining visibility and credibility within the market. Qualifications - Proven experience in proposition development and working closely with product management and design. - Technically proficient in FCA rules and regulations. - Excellent communication and negotiation skills. - Able to balance commerciality with customer outcomes and regulatory compliance. - 5 years plus working in a regulated environment at senior level. Requirements - Chartered Financial Planner status (preferred but not essential). - Experienced in Later Life Lending Advice or have had exposure to it (preferred but not essential). Benefits - Flexible working. - We prioritise a sustainable work/life balance. - We have a collaborative learning culture that promotes psychological safety. - 25 days annual leave plus every bank holiday. - Company pension (up to 10% employer contribution). - Company performance based Bonus scheme. - Paid day off to celebrate your birthday. - Additional holiday purchase (up to 5 days per year). - Additional holidays for length of service (up to 3 days). - Private medical insurance. - Dental and health cash plans. - Enhanced parental leave and pay. - Discounts on gym membership and health screening. - Employee assistance programme. - Life assurance of 4x basic salary. - £500 pension advice per year. - 6 paid days per year for self development. - £500 individual training budget per year. - Professional memberships funded. - Salary sacrifice car scheme. - Cycle, Home & Tech scheme.

• The purpose of this role is to provide outstanding customer service and admin to our Clients. • The role requires strong back-office administration skills with customer service being delivered in an upbeat tone of voice which reflects our modern ‘can do’ culture. • As a regulated business, much of this service needs to be carefully delivered to agreed compliance and service standards and a fundamental part of the role is to maintain exemplary client and business records. • Proactively manage PAT and Client Services inboxes • Direct contact with Product Providers to fact find, chase LOA information and charge forms along with resolve queries to ensure timely delivery of our services and SLAs • Provide Admin Support to the Personal Advice Team using our Internal process and systems • Keeping clients up to date on the progress on their service case • Escalation of queries received and any activity where there is doubt about the resolution • Adhere to all process and procedures and highlight any flaws or issues • Implement our clients advice on third party systems • Ensuring that the FCA requirements are fully adhered to (customer and business records, file maintenance, terms of business, key facts documents) • Ensure that all telephone calls and emails to the company are handled appropriately • Handle administration of all incoming post • MyEva Employer Data to include joiners, leavers and update any relevant inhouse systems • Process all Annual Review invitations/cases on Intelligent Office • Adhere to all Information Security policies and procedures

• Provide remote independent financial advice using pioneering technology • Drive forward the change required to build a model office experience for clients and colleagues as an active tester, user, shaper and advocate of technology solutions built by Wealth Wizards • Support the Personal Advice Team, as a subject matter expert to help the development of team members • Provide advice to clients in a compliant manner as detailed in the compliance manual and procedures documents. • Ensure high standards of product research, record keeping, management reporting, compliance and customer satisfaction, and ensure any associated business risks are understood and managed. • Comply with the Financial Services and Markets Act 2000, the FCA Statement of Principles & Code of Practice for approved persons and the relevant FCA rules at all times. • Taking responsibility for the client advice files, including the recommendations, suitability report, client specific illustration and key features document prepared by paraplanners, prior to sign off, and communication of recommendations to clients. • Maintain the level of competence required by the T&C scheme, including documenting sufficient CPD to ensure a current Statement of Professional Standing **(**SPS) is held at all times. • Oversee decisions on referrals from the automated advice journeys. • Fulfil all CF30 requirements • Meet objectives set in line with Company aspirations • Achieve minimum business levels and conversions set by the Company • Adhere to all Information Security policies and procedures • Work with the wider Wealth Wizards product and advice teams to share insight and shape future developments that will make advice accessible and affordable • Own and deliver on agreed parts of the plan to build a Model Office within the Personal Advice Team