From administrator to manager: Olivia's career journey at AJ Bell

My career path so far…

My career at AJ Bell has not followed a linear path, and that's something I'm really proud of. In 2018, I applied for an Administrator role at AJ Bell. After an interview and a couple of tests, I was offered the position. I started in part of our Transfer-In Team, handling general administrative work and learning about the industry. Within months, I progressed to a Senior Administrator role, building rapport with advisers and handling complex queries to ensure a smooth transfer-in journey for our customers.

I discovered that my skills were geared towards people and problem-solving. I loved meeting with financial advisers, building connections across the industry, and tackling complex work. These skills helped me move into a consulting role, where I led meetings independently and quickly learned more about the wider financial services industry.

After a year, I became a Team Leader within the same team. This was a fantastic opportunity to use my people and problem-solving skills to manage and coach my team. The training sessions from our Learning & Development Team were invaluable and taught me how to handle situations like performance reviews, management, and everything in between – fundamental skills that I still rely on today.

In 2023, I wanted to explore my analytical skills further. With AJ Bell's support, I began the CISI IOC qualification and attended webinars on leadership, data analytics, and business analysis. I was promoted to an Operations Analyst role, coordinating various projects, including implementing Consumer Duty within customer services. I assessed new technology, developed proof of concepts, assisted with complaint analysis, and restructured department MI. This role was fantastic because I developed relationships with various stakeholders, worked across different departments, and completed projects across all our products which meant I widened my business knowledge to get a well-rounded view of the company. In addition to my role, I mentored people across the business and worked as a wellbeing ambassador to assist people who may need additional support.

Now, as a Customer Services Manager, I oversee the New Business Department for AJ Bell, covering all our products. If you're a new customer, your account has likely zipped through one of my teams! The experience I’ve gained throughout my career path has enabled me to become a confident and collaborative leader, making effective decisions to benefit the department and helping my team members follow their own career paths.

What is it like at AJ Bell?

I’ve worked here for almost seven years and have had various changes to my circumstances during that time. I’ve always felt supported, secure, and genuinely cared about whilst working here which is really important to me.

AJ Bell puts a lot of effort into shaping our culture by promoting various workshops, webinars, training, and of course, all the social events!

Something I find particularly important is professional development, and whilst development must be driven by you, AJ Bell gives you so many tools to work with from helping you find mentors, to dedicated training sessions covering relevant professional studies, etc. – I’ve utilized all these so far in my career and would highly recommend them to others.

Final note

My advice to anyone starting their career is to embrace challenges, build strong relationships, and never stop learning. These principles have guided me and will continue to do so as I navigate my career path.

Lastly, don't worry if your career doesn't follow the path you had planned - learn from each role, and it will benefit the next one.