Client Operations Manager

Join Our Team as a Client Operations Manager

Location: Chesterfield, Derbyshire

Are you an experienced Client Operations Manager looking for a fresh challenge? If so, we could have the perfect opportunity for you. As we continue our growth journey this newly created role within our Service Operations Team will be responsible for building and maintaining strong relationships between our clients and Brightwell. You will be a key player in ensuring client satisfaction, the role provides a vital link between the client stakeholders and colleagues across Brightwell. As an advocate for change the Client Operations Manager will identify opportunities to build or improve upon our product portfolio contributing to Brightwell's growth strategy and ensuring excellent client satisfaction.

What you'll do:

• Manage a portfolio of pension clients, acting as point of contact at a strategic and tactical level with senior client management members and other associated stakeholders, building strong client relationships.
• Within Brightwell, work with the wider business functions to ensure all client requirements are met to the highest quality and supporting the senior management team to build and maintain client relationships.
• Support the development of proposals and presenting these to new clients. Identify and develop opportunities for commercial growth and client service level enhancement. Supporting planning and implementation activities at a senior level.
• Report key delivery successes and anticipating client concerns and managing client stakeholder expectations in consideration of operational performance fluctuations, changes in service delivery (including regulatory changes) and project work. Managing day-to-day communications proactively where appropriate, setting expectations for response turnaround to help ensure consistency of treatment across the client portfolio.
• Develop and implement client retention strategies and account development in support of Brightwell's strategic agenda for growth.
• Oversee client reporting, working with the wider business to ensure reporting is provided to clients on schedule and support with presentations to clients.
• Understand and leverage opportunities to create solutions that meet all stakeholder requirements
• Act as a day-to-day contact for client enquiries, setting expectations for response turnaround and ensuring agreed targets are met

This role would suit someone with:

• A proven track record in developing and maintaining client relationships including senior stakeholder management.
• A high level of commercial awareness with experience in the identification, development and implementation of products and services to meet emerging client needs
• Experience in the sale of new products and services to existing and potential clients
• The ability to build and maintain strategic partnerships with stakeholders
• Strong influencing skills with the ability to communicate effectively at all levels within and external to the organisation
• A positive and professional attitude
• The ability to work to deadlines and manage workload appropriately
• Experience of operating in a change environment
• Experience of identifying and driving continuous improvement
• Proven management experience in the pensions industry (desirable)

Why Brightwell?

As a Brightwell colleague, you will enjoy a competitive salary, hybrid work practices, professional development, career development, and a great benefits package including:

• Annual performance bonus of up to 20%.
• 25 days holiday (increasing to 30 with service) plus bank holidays.
• A pension with 15-17% employer contributions (depending on age).
• 8 x salary Life Insurance.
• Generous family friendly policies, including up to 26 weeks full pay (maternity, adoption and paternity leave)
• Free health assessments.
• Health cash plan.
• Professional study support.
• Employee Assistance Programme and free Wellhub wellness network platform access.
• Free on-site parking.

Building an inclusive work environment:

Brightwell is committed to developing and maintaining an inclusive culture, ensuring that behaviours, working practices, and policies promote fair treatment and access to development opportunities for every colleague. We value the benefits a diverse workforce can bring and want Brightwell to be a place where all colleagues can thrive, feel that they belong, are valued, and contribute to our success. This is underpinned by Brightwell's RISE corporate values: Responsible, Impactful, Supportive & Expert.