Client Services Manager

4 weeks ago

Gloucester, United Kingdom Reed Full time

Reed Financial Services are representing a forward thinking and growing wealth management business. who are committed to providing the very best financial advice through their top-quality teams.

They currently have a brand-new opportunity for a Client Services Manager to join either of their offices in Bath or Cheltenham due to expansion. The role will be hybrid with 2 days a week in the office however travel to all 4 sites will be required on occasions.

Purpose of the role

To lead teams within the business in a way that supports delivery of service excellence and operational efficiency. To work with Head of Client Service, other Client Service Managers, and Commercial leaders to ensure an excellent client experience and seamless team working between the groups.

Duties 

• Accountable for leading teams with a focus on excellent client service delivery in a way which embraces our company values and ways of working.

• Leadership of client service teams, ensuring line of sight through team goals, action plans and individual objectives aligned our client service goals and company strategy. Coach individuals to achieve high performance; support with Training and Personal Development Plans to maximise potential and inspire top talent.

• Responsible for reviewing team and individual performance against company measures and targets and providing regular updates to the Head of Client Service.

• Responsible for team training and development, ensuring there are suitable frameworks in place and resources are available from new starters through to experienced team members.

• Accountable for ensuring that processes and ways of working are regularly reviewed for effectiveness, working with the wider Client Service and Commercial leadership team to improve the way we work with a focus on client service.

• Ensure best practice determined and shared to achieve consistency across our ways of working and throughout our operational processes.

• Undertake or support projects relating to the role or team as necessary.

• Play an active role in relationship management with external parties i.e. Providers and Introducers in line with our ways of working.

• Responsible for effective resource planning, using management information in line with agreed SLAs. Ensuring Absence management, analysis of role responsibilities and skills and forecasting are carried out.

• Responsible for the delivery of service to clients across all teams, including the delivery against our service measures in line with our company goals.

• Responsible for the delivery of and reporting on controls within the teams, including accuracy, quality, and timeliness of processing.

• Responsible for recruitment, selection and embedding new support team members through acquisition or recruitment, development of frameworks to improve capability, career progression and talent retention.

Work Experience:

• Demonstrable leadership and management experience in Financial Services.

• Demonstrable evidence of meeting the expectations and requirements of internal and external customers.

• Experience of using management information to review trends, management performance and make recommendations.

• Previous experience of successfully leading organisational change.

• Professional with proven strong client focus approach to work and building / maintaining client relationships.

• Strong middle and back office experience.

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