Client & Wealth Manager Support Team Leader

3 weeks ago

The City, United Kingdom Raymond James Investment Services Full time

Role Overview:

In this role you will oversee our Client Support and Wealth Manager Support teams, ensuring that our clients and offices receive first-class service. Your leadership will drive a culture of excellence and foster a deep understanding of the investment landscape and our competitors.


Key Responsibilities:

  • Lead, motivate, and develop the Client Support and Wealth Manager Support teams, exemplifying our Service 1st culture.
  • Integrate the principles of Consumer Duty into all business activities.
  • Mentor and coach team members, setting meaningful goals and conducting regular one-on-ones.
  • Manage team workload effectively to meet service level agreements (SLAs) and key performance indicators (KPIs).
  • Monitor team email queries and phone coverage, ensuring timely responses and adequate support.
  • Handle Wealth Manager Support and Client Support queries as needed to achieve KPIs.
  • Create clear communications for clients and wealth managers to reduce incoming queries.
  • Oversee orphan clients, ensuring they receive appropriate support and outcomes.
  • Address client portal issues and feedback to enhance the online experience.
  • Ensure compliance with all systems and procedures, maintaining quality outputs.
  • Provide guidance on complex queries and keep management informed of critical issues.
  • Participate in projects to represent client and team interests effectively.


About You:

  • Minimum of three years in the UK Financial Services industry, with experience in a client-facing role.
  • Experience of managing a team of people.
  • CISI L3 (IOC) qualification or equivalent required.
  • Exceptional customer service and communication skills, both verbal and written.
  • Strong organisational skills with the ability to multitask and prioritise effectively.
  • Committed to teamwork and influencing positive change.
  • Confident in decision-making and taking ownership of queries.
  • Proficient in Microsoft Office, particularly Word and Excel.


About us: Raymond James Investment Services is a wealth management firm focused on providing trusted advice and tailored, personalised investment services. We believe if we do what’s right for clients, we’ll help them achieve success while also realising our own. Our parent company, Raymond James Financial, has been doing the same in the US for over six decades. Raymond James is listed on the NYSE, is a Fortune 500 company, and is included in the S&P 500.


Why Join Us?

Join our dynamic team dedicated to delivering exceptional service in the UK wealth management industry. We pride ourselves on our commitment to ‘Service Excellence’ and are looking for a passionate leader to help us maintain our high standards. Be part of a forward-thinking organisation that values your expertise and encourages professional development. We offer a supportive environment where your contributions will make a real impact.


At Raymond James we honour, value and respect the uniqueness, experiences, and backgrounds of all our people. When individuals bring their best self to work, our organisation, clients, and communities all thrive. This is a key part of our people-first culture. We are an equal opportunities employer, and we make all employment decisions purely on the basis of merit and business needs.

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