Client Service Manager

Job Title - Client Services Manager

Reports to: Operations Manager

Job Location - Birmingham

Position Overview:

The Client Service Manager is responsible for overseeing client service team and client relationships, ensuring exceptional service delivery. This role serves as the primary point of contact between the company and its financial services clients, managing expectations, addressing concerns, and driving client satisfaction and retention.

Key Responsibilities:

Line Management of Client Service Team

Conduct Performance Reviews with Client Service Team

Provide ongoing MI to Management on all Client Service Team Activity

Provide Training and Mentoring to all Client Service Team

Assist with HR and Recruitment (where necessary) of Client Service Candidates

Establish and maintain all administration processes

Develop and maintain strong relationships with assigned financial services clients through regular communication and engagement

Serve as the primary point of contact for client inquiries, requests, and issue resolution

Collaborate with internal teams to ensure timely delivery of services and solutions that meet client needs, within service level agreements

Monitor client satisfaction and proactively address potential concerns before they escalate

Create and deliver regular service reviews, performance reports, and business reviews to clients

Identify opportunities for account growth and work with sales teams to develop upsell/cross-sell strategies

Ensure compliance with regulatory requirements and internal policies in all client interactions

Develop a deep understanding of clients' business objectives and financial needs

Manage client onboarding processes and transitions for new accounts

Manage client onboarding processes and transitions for new acquisitions

Track and analyse client service metrics to identify trends and improvement opportunities

Maintaining quality control

Preferred Experience / Qualifications:

5+ years of experience in client service roles within financial services

Leadership experience managing client service teams

Must have expansive knowledge of CRM systems

Must have expansive knowledge of Investment Platforms

Must have expansive knowledge of Discretionary Portfolio Service

Strong understanding of financial products, services, and industry regulations

Excellent communication and relationship-building skills

Problem-solving abilities with a proactive approach to service delivery

Experience with CRM systems and financial service platforms

Project management experience with ability to manage multiple priorities

Detail-oriented with strong organizational skills

Demonstrated success in client retention and relationship growth