Adviser Engagement and Integration Manager - Quilter

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 automa