Client Manager - Governance & Secretarial

3173; Glasgow; Sur place; GBP 55 000 - 85 000; Plein temps

Résumé du poste

Spence Consulting in Glasgow seeks a Client Manager (Governance & Secretarial) to lead a portfolio of pensions clients, delivering governance and secretarial services with high-quality delivery, regulatory compliance, and commercial value.

You will collaborate across administration, actuarial, investment, projects, systems, and business development teams to achieve growth and client satisfaction. The role balances leadership and hands-on governance duties.

Qualifications

• Significant experience within UK pensions industry.
• Experience working with trustee boards, corporate sponsors, and professional advisers.
• Strong knowledge of DB pension schemes.
• Experience understanding commercial contracts and service agreements.

Responsabilités

• Build and maintain strong, long-term relationships with trustees, corporate sponsors, advisers, and key stakeholders.
• Lead regular client meetings, governance reviews, and service delivery discussions.
• Create and manage pension scheme annual business plans and calendars.
• Deliver governance and secretarial services in line with contractual commitments and organise client meetings, minutes, actions, and stakeholder management.
• Manage budgeting and billing across client portfolio; monitor KPIs and client satisfaction.
• Support delivery of projects such as GMP equalisation, pension dashboards, benefit rectifications, buy-ins/outs, mergers, and data cleansing.

Connaissances

Relationship management

Commercial awareness

Leadership

Communication

Formation

PMI qualifications or equivalent

Description du poste

Client Manager - Governance & Secretarial

Department: Spence Consulting - Spence Consulting

Employment Type: Permanent - Full Time

Location: Glasgow

Description

The Client Manager (Governance & Secretarial) role is responsible for the strategic leadership, retention, growth, and overall satisfaction of a portfolio of clients for whom Spence provide multiple pensions services (for example administration, actuarial, investment, secretarial, governance).

Acting as the relationship lead, the Client Manager (Governance & Secretarial) role serves as the first point of contact to clients, ensuring high-quality delivery across all service lines, regulatory compliance, and commercial value. The role requires close collaboration with administration, actuarial, investment, projects, systems, and business development teams to deliver excellent client outcomes and achieve Spence's growth objectives.

Responsibilities & Criteria

Client Relationship Management

• Build and maintain strong, long-term relationships with trustees, corporate sponsors, advisers, and key stakeholders.
• Serve as first contact point for a portfolio of clients.
• Develop a deep understanding of client objectives, scheme requirements, and emerging challenges.
• Lead regular client meetings, governance reviews, and service delivery discussions.
• Escalate complex service, operational, or commercial matters appropriately.

Service Delivery and Oversight

• Create and manage pension scheme annual business plans and calendars.
• Effectively deliver governance and secretarial services in line with contractual commitments, including organising client meetings, taking of minutes and actions, management of other stakeholders (for example auditors, legal advisors, other professional service providers)
• Manage budgeting and billing across client portfolio
• Monitor service performance, KPIs, and client satisfaction metrics.
• Work with operational teams (i.e. administration, actuarial, and investment) to identify and address risks, service issues, and process improvements.
• Support the successful delivery of projects including; GMP equalisation, pension dashboard readiness, benefit rectification exercises, buy-ins, buy-outs, scheme mergers, and data cleansing activities.

Commercial Management

• Manage cost and provide necessary financial information for business and audits.
• Operate as a commercial lead for assigned clients.
• Retain and grow revenue across the client portfolio.
• Monitoring and improving client profitability
• Lead contract renewals, fee negotiations, and commercial discussions.
• Identify opportunities for cross-selling and additional services.
• Support new business proposals, presentations, and tender responses.
• Contribute to business development strategies and market growth initiatives.

Legislation, Governance, and Risk

• Ensure services are delivered in accordance with regulatory requirements and industry best practice.
• Maintain awareness of developments from The Pensions Regulator (TPR), Pension Protection Fund (PPF), DWP, FCA, HMRC, and pension legislation.
• Support clients in understanding regulatory and legislative developments.
• Ensure risks are identified, recorded, escalated, and managed appropriately.

Leadership and Collaboration

• Provide insight and leadership to administration, actuarial and investment teams supporting the client portfolio.
• Foster a culture of service excellence, accountability, and continuous improvement.
• Drive operational efficiencies and enhance the client experience.
• Mentor and develop team members, supporting talent development and succession planning.

Strategic Contribution

• Contribute to the organisation's strategic planning and growth objectives.
• Represent the business at industry events, conferences, and client forums.
• Maintain awareness of market trends, competitor activity, and emerging opportunities within the pensions industry.
• Identify opportunities for uses of new and emerging technology (for instance, deployment of AI) in the delivery of services

Key Performance Indicators (KPIs)

• Client retention rates.
• Client satisfaction scores.
• Revenue growth across assigned portfolio.
• Client profitability
• Delivery against contractual service levels.
• Successful completion of strategic projects.
• Minimisation of client escalations and service issues.
• New business and cross-selling contribution.

Essential Experience

• Significant experience within UK pensions industry.
• Experience working with trustee boards, corporate sponsors, and professional advisers.
• Strong knowledge of DB pension schemes.
• Experience understanding commercial contracts and service agreements.Experience influencing multi-disciplinary teams.

Desirable Experience

• Proven track record managing client relationships.
• Risk transfer experience, including managing buy-ins, buyouts and related projects.
• Knowledge of DC pension schemes.

Essential Knowledge

• UK pension legislation and regulatory framework.
• The Pensions Regulator (TPR) requirements.
• Scheme governance and trustee operations.
• Emerging industry initiatives including pension dashboards and digital transformation.

Essential Skills and Competencies

Relationship Management

• Exceptional stakeholder management skills.
• Ability to build credibility and trust with senior decision-makers.
• Strong networking and influencing capability.

Commercial Awareness

• Strong commercial and financial acumen.
• Ability to identify growth opportunities and manage profitability.

Communication

• Excellent written and verbal communication skills.
• Ability to present confidently to trustee boards and senior executives.

Leadership

• Strategic thinking and decision-making.
• Coaching and team development capability.
• Strong problem-solving and conflict-resolution skills.

Organization

• Ability to manage multiple priorities and complex client portfolios.
• Strong project and risk management skills.

Desirable Qualifications

• Achieved or working towards PMI qualifications or equivalent

Values and Behaviours

The successful candidate will demonstrate:

• Client-first mindset.
• Integrity and professionalism.
• Accountability and ownership.
• Collaborative working style.
• Continuous improvement focus.
• Commitment to delivering excellent member and client outcomes.

Typical Client Portfolio

• Defined Benefit Pension Schemes
• Defined Contribution Pension Schemes
• Mainly Private Sector Pension Arrangements and potential for Public Sector Pension Arrangements

This role balances service delivery, strategic client management, commercial growth, governance oversight, and operational service excellence.

Circumstances

Working hours: Monday to Friday, 37.5 hours per week with additional hours as and when required.

The role holder may be at times required to travel to other UK locations.

All roles are subject to a six-month probationary period and all prospective employees are required to complete background screening to cover all locations.

As part of the pre-hire process the successful candidate will be subject to reference checking and background security vetting.

Applying with a disability or long-term health condition?

As part of our belief that we benefit from the differences among us we are committed to increasing the representation of disabled colleagues and want to remove any barriers or challenges that get in the way of candidates with a disability or long-term health condition from applying to work with us. As part of this commitment, we guarantee to automatically interview anyone with a disability who meets the minimum criteria.

If there is support or an adjustment that we can provide to enable you to be at your best during the recruitment and selection process, we encourage you to advise us in good time so that we may make suitable arrangements. We understand that being open with us may feel uncomfortable so please only share with us the information that you are comfortable to share, and rest assured that we will use this only to provide you with the right support. Any information you give us will be treated completely confidentially. To discuss this further please call 028 9041 2000 and ask to speak to a member of the People & Culture team.