Client Ops & Service Quality Lead

St. James's Place; Cirencester; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Private Medical Insurance

Generous Pension Scheme

Parental Leave

Life Assurance

EV salary sacrifice scheme

Job summary

St. James's Place in Cirencester is seeking a Client Operations Oversight Manager to oversee outsourced administration services within a product area.

You will monitor performance against SLAs, manage incidents, and build strong relationships with internal stakeholders and the Admin Centre to drive service improvements. The role requires strong analytical abilities, regulatory know‑how, and the ability to influence across a cross‑functional team in a regulated environment.

Qualifications

• Proven ability to build and manage stakeholder relationships and influence outcomes.
• Experience in a regulated financial services environment with risk, governance and customer outcomes.
• Strong analytical skills to identify trends and drive decisions.
• Comfortable challenging constructively and holding others accountable for performance.
• Experience managing operational issues, incidents or service-related risks through to resolution.
• Ability to work independently and proactively identify improvement opportunities.

Responsibilities

• Build understanding of relevant products and admin processes and documents at a detailed level.
• Ensure product processes remain compliant with all regs, including FCA requirements.
• Drive a robust control environment across admin processes.
• Oversee key functions for Quality and SLA delivery and control environment.
• Develop and maintain trusted relationships with Admin Centre contacts to aid service.
• Identify improvement opportunities with the Service Improvement lead and drive changes.
• Identify correspondence changes and coordinate with the Correspondence team to align with roadmaps.
• Track and own Incidents, ensuring timely progress and reporting to SLT.
• Provide input to governance meetings for the relevant product.
• Make risk-based decisions on discretion requests and monitor trends to improve client outcomes.

Skills

Stakeholder management

Regulated financial services

Analytical skills

Risk & governance

Influencing & negotiation

Job description

St. James's Place in Cirencester is seeking a Client Operations Oversight Manager to oversee outsourced administration services within a product area.

You will monitor performance against SLAs, manage incidents, and build strong relationships with internal stakeholders and the Admin Centre to drive service improvements. The role requires strong analytical abilities, regulatory know‑how, and the ability to influence across a cross‑functional team in a regulated environment.