Client Operations Oversight Manager

St. James’s Place; Cirencester; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

28 days annual leave

Private Medical Insurance

Generous Pension Scheme

Enhanced Parental Leave

Protection Benefits

EV salary sacrifice scheme

Job summary

St. James’s Place is seeking a Client Operations Oversight Manager to oversee outsourced administration services within a defined product area. You will monitor performance against SLAs and KPIs, manage incidents, and support governance forums ensuring high quality, compliant service.

This is a hybrid, mid-senior level role based in Cirencester. You will build strong relationships with internal stakeholders and our Admin Centre, driving service improvements in a regulated environment while

Qualifications

• Proven ability to build and manage stakeholder relationships with effective communication.

Responsibilities

• Oversee outsourced admin services and monitor performance against SLAs and KPIs.
• Manage incidents and remediation activities with timely resolution.
• Support governance meetings and risk-based decision making for the product.
• Liaise with internal stakeholders and Admin Centres to maintain service quality.

Skills

Stakeholder management

Regulated environment

Analytical thinking

Influence & communication

Incident management

Job description

Are you ready tochart your own career path? With our refreshed strategy, we’re building on our rich heritage and transforming our business to be more scalable and efficient, unlocking the capabilities needed for future success.This includes significantly investing in technology, streamlining the way we work and creating an environment where colleagues feel engaged, empowered and accountable; where they can show up, speak up and perform - because we believe in the difference our work makes.

At a glance

Location: Cirencester Office

Workplace Type: Hybrid

Employment Type: 8 month Fixed-Term Contract

Seniority: Mid-Senior Level

About the role:

The Client Operations Division is responsible for overseeing the outsourced delivery of the administration of clients’ accounts through our third‑party provider (SS&C), ensuring high‑quality, compliant service across a range of retail products such as unit trusts, ISAs, pensions and bonds.

The division acts as the key operational interface between SJP and the Admin Centre, managing day‑to‑day engagement, monitoring performance against SLAs and KPIs, and leading regular service reviews and governance forums covering service quality, incidents, and upcoming change impacts. The team plays a central role in incident management, from identification through to resolution and communication, while also providing subject matter expertise to support business change initiatives. Operating within a regulated environment, the division holds strong accountability focusing on risk, control, and continuous service improvement.

he main purpose of the Client Operations Oversight Manager is to oversee the performance and effectiveness of outsourced administration services within a designated product area. You'll monitor service delivery, analyse performance against SLAs and KPIs, manage incidents and remediation activities, and build strong working relationships with internal stakeholders and our administration provider. This is a highly visible role requiring strong influencing, analytical and relationship management skills to support positive client outcomes and ongoing service improvement.

What you'll be doing:

• Building an understanding the relevant products and its associated admin processes, procedures, and correspondence at a detailed level.
• Ensuring product processes remain compliant with all regs, and other relevant FCA requirements, escalating to Senior Management where there are areas of concern.
• Driving a robust control environment across admin processes.
• Completing proactive oversight of all key functions for the product in terms of Quality and SLA delivery and control environment.
• Establishing, developing and maintaining trusted working relationships with contacts in the Admin Centres to aid overall service.
• Identifying improvement opportunities around the above and work with the nominated Service Improvement lead to drive forward the changes.
• Identifying correspondence changes that could be progressed, where funding allows, and work with the Correspondence team to align these changes to the relevant roadmaps.
• Tracking and owning Incidents ensuring they are progressed and resolved in a timely manner, keeping SLT updated of any significant issues.
• Providing input to, and where required attend, the relevant governance meetings agreed for the relevant product.
• Making appropriate risk-based decisions on discretion requests, highlighting trends and taking appropriate action to improve client outcomes.

About you:

We're looking for a proactive and commercially aware relationship builder who enjoys working across multiple stakeholders to solve problems and drive improvements. You'll be naturally curious, confident challenging constructively and comfortable operating in a regulated environment. Whilst product knowledge can be learned, we're seeking someone who can build credibility quickly, ask the right questions and influence positive outcomes through strong stakeholder engagement.

• Proven ability to build and manage stakeholder relationships, using effective communication and influence to drive positive outcomes.
• Experience working within a regulated financial services environment, with an understanding of risk, governance and customer outcomes.
• Strong analytical skills, with the ability to interpret data, identify trends and make informed decisions.
• Confidence to challenge constructively, ask probing questions and hold others accountable for performance and delivery.
• Experience managing operational issues, incidents or service-related risks through to resolution.
• Ability to work independently, demonstrate initiative and proactively identify opportunities for improvement.
• Knowledge of pensions, investments, ISAs, bonds or wider wealth management products.
• Experience working with outsourced providers or third-party suppliers, including performance oversight against agreed service levels.
• Understanding of operational controls, governance processes and risk management frameworks.
• Familiarity with SJP products, administration processes or similar financial services operating models.

What's in it for you?

Whatever stage of life you're in, our benefits are designed to provide the support, flexibility, and peace of mind you need to thrive both at work and beyond.

In addition to our discretionary annual bonus scheme, which reflects both individual and company performance, you'll benefit from a market-leading benefits package tailored to support your wellbeing, financial security, and family life.

Our benefits include:

• 28 days' annual leave plus bank holidays, with the option to purchase up to 5 additional days.
• Private Medical Insurance – company-funded cover for you and your immediate family
• Generous Pension Scheme – a non-contributory employer contribution of 10%, increasing with length of service up to 15%, plus the opportunity to increase this through salary sacrifice
• Enhanced Parental Leave – up to 26 weeks' full pay to support growing families.
• Protection Benefits – company-funded critical illness cover, income protection, and life assurance
• EV salary sacrifice scheme through Tusker

Reasonable Adjustments

We're an equalopportunities employer and want to ensure our recruitment process is accessibleand inclusive for all, if you require reasonable adjustment(s) at any stageplease let us know by emailing us at [e-mail]. Research tells usthat applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career break.