Associate Client Services Manager - Pensions

Hardy Erich Brown & Wilson, A Professional Law Corporation; West of England; On-site; GBP 65,000 - 85,000; Full time

Job summary

Howden, a global insurance group, is seeking an Associate Client Services Manager in Bristol/London/Cheltenham/Birmingham. This senior role combines continued technical contribution with people management responsibilities, supporting, coaching and overseeing a team to deliver first‑class client services.

You will escalate issues, ensure quality and data discipline, and foster a collaborative team culture while developing leadership skills toward a future Client Services Manager role.

Qualifications

• Proven experience as a Senior or Principal Client Services Specialist.
• Emerging people leadership skills with a desire to develop further.
• Clear communicator with the ability to support and influence colleagues.

Responsibilities

• Provide day‑to‑day leadership to allocated team members with coaching and feedback.
• Oversee quality, accuracy and timeliness of Client Services activity.
• Apply senior‑level expertise to complex client work and decision making.
• Reinforce adherence to processes, controls and data quality.
• Foster an inclusive, collaborative team culture and support change.

Skills

Senior/Principal Client Services

Leadership potential

Clear communicator

Job description

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no‑limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like‑minded people driving change at Howden.

Role Purpose

The Associate Client Services Manager role is the first leadership step within Client Services, providing an opportunity for experienced Senior or Principal Client Services Specialists to transition into people management. The role combines continued technical contribution with responsibility for supporting, coaching and overseeing the work of others. Associate Managers play a vital role in embedding strong behaviours, supporting day‑to‑day delivery, and building confidence and capability within the team, while being supported by more experienced managers as leadership skills develop.

Key Responsibilities

• 1. First‑Line People Leadership Provide day‑to‑day support, guidance and supervision to allocated team members. Act as a consistent point of contact for questions, prioritisation and escalation. Deliver regular check‑ins, coaching conversations and informal performance feedback. Support new starters or developing colleagues through guidance, reassurance and example. Escalate performance, wellbeing or conduct matters appropriately to the line manager.
• 2. Operational Delivery & Oversight Oversee the quality, accuracy and timeliness of allocated Client Services activity. Support work allocation and prioritisation in line with guidance from senior managers. Review work outputs where required, providing constructive feedback and coaching. Act as a first escalation point for routine delivery issues and service challenges.
• 3. Technical & Specialist Contribution Continue to complete Senior or Principal‑level Client Services activity as appropriate, including client work. Apply strong technical knowledge to support team problem‑solving and decision‑making. Handle more complex cases where experience and judgement add value. Act as a role model for quality, professionalism and process discipline.
• 4. Quality, Risk & Process Discipline Reinforce adherence to Client Services processes, controls and standards. Promote accuracy, good record‑keeping and strong data quality. Identify potential risks, errors or issues early and ensure timely escalation. Support managers with informal quality checks and issue resolution.
• 5. Team Culture & Engagement Foster a supportive, inclusive and collaborative team environment. Encourage open communication, learning and knowledge‑sharing. Model professional behaviours and a positive attitude to change and improvement. Support team morale by being visible, approachable and dependable.

Core Management Expectations

Core management expectations are detailed in a separate document and are in addition to the expectations as detailed in this job description.

Behaviours & Attributes

• Transitioning mindset Demonstrates a shift from individual contributor to team‑focused leadership, balancing delivery with people support.
• Approachable and supportive leadership Creates a safe environment for questions, learning and feedback.
• Sound judgement and self‑awareness Recognises personal limits, seeks guidance when needed, and escalates appropriately.
• Calm and professional under pressure Responds constructively to challenges, setting a steady tone for others.
• Coaching orientation Supports development through explanation, feedback and encouragement, not just instruction.
• Accountability and reliability Takes ownership of responsibilities and follows through on commitments.
• Growth mindset Actively develops leadership skills and is open to feedback and learning.

Skills & Experience

Proven experience as a Senior or Principal Client Services Specialist. Strong technical understanding of Client Services activity and risk considerations. Emerging people leadership skills with a desire to develop further. Clear communicator with the ability to support and influence colleagues. Organised, dependable and professional in approach.

Career Progression

This role provides a supported pathway into full people management, with progression towards Client Services Manager supported through: Confidence and consistency in leading others Strong judgement and escalation awareness Effective delivery of team outcomes Demonstrated leadership behaviours and ownership Positive colleague and manager feedback

Location

Location - Bristol / London / Cheltenham / Birmingham

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us: Our successes have all come from someone brave enough to try something new We support each other in the small everyday moments and the bigger challenges We are determined to make a positive difference at work and beyond

Reasonable adjustments

Reasonable adjustments We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*. *Not all positions can accommodate changes to working hours or locations.

Permanent

Howden began in 1994, as just three people and a dog. Now there are 23,000 of us, and we're a leading global insurance group, managing $37bn of premiums for our clients. Our largest shareholder group is us – the people who work in the business – supported by three long‑term, minority growth‑equity partners who share our vision to build a business to last, one that will never be sold. The owner's mindset is something that's embedded in our culture; our people readily take ownership of their decisions, their actions, and their outputs. They’re invested in every sense. And we all know that by working together to drive the business forward, everyone will benefit from the extraordinary results we can achieve.