Client Service Manager

TrinityBridge; West of England; On-site; GBP 65,000 - 90,000; Full time

Job summary

TrinityBridge is seeking an experienced Support Client Service Executive (CSE) for Bristol and Birmingham to oversee client service delivery and drive efficiency across the region. You will report to the Head of Advice Services and work with Managing Directors to ensure profitable performance across practices.

You will manage and develop CSE teams, recruit talent, conduct appraisals, and implement best practices while supporting integration of acquired businesses.

Qualifications

• Very strong knowledge of front to back working practices in Wealth Management, Asset Management or similar industry.
• Good understanding of workflows to identify gaps in processes and update/maintain procedures.
• Experienced in problem solving with a focus on the outcome not just the task.
• Strong line management experience focusing on mentoring and developing staff including objective setting, performance against objectives and succession planning.
• Ability to communicate and expedite potential issues in a prompt and effective manner.
• Ability to work with people at all levels and across the business.
• Confidence and ability to challenge and influence others to achieve a consistent approach.
• Flexible approach to a changing organisation and organisational structure.
• Able to multi task and work at pace while retaining attention to detail and a client service focus.
• Adhere to the core values of TrinityBridge

Responsibilities

• CSE line management, oversight and support covering multiple locations
• Ownership, co-ordination and prioritisation of workload within the CSE team ensuring Service Level Agreements are met at all times
• Oversight of the Dorset Client Service team
• Identify and satisfy training and development of line reports within the practices, developing a culture of performance management, improvement and appraisal as a foundation for excellent organisational performance
• Hold regular one to one meetings with CSEs
• Conduct a thorough interview process for new hires, recruiting talent to ensure a high performing team
• Conduct annual appraisal meetings with feedback from Managing Directors and Advisers
• Provision of CSE duties if necessary
• Awareness of the CST Manual and contents – keep up to date with changes and cascade these to CSEs
• Identify and ensure definition and application of Best Practice, to instil continued improvement themes and efficiency gains, all with aim of excellent client experience and the right client outcomes
• Supporting the integration of acquired businesses into the region
• Liaise with compliance to assist with complaint investigation
• Involvement in ad hoc project work as directed by Head of Advice Services /Managing Directors
• Roll out of new processes and training of CSEs as required
• Collaborate with various teams around the business as and when applicable
• Collaborate and work with colleagues within the Practices to ensure success and operational efficiency and profitability.
• Occasional travel to the Bristol, Birmingham & Dorset offices

Skills

Wealth Management

Asset Management

Problem solving

Line management

Communication

Stakeholder management

Multi-tasking

Attention to detail

Client service

Adaptability

Job description

Support Client Service Executives (CSEs) in Bristol and Birmingham in their day to day activities within the region and assist the Managing Directors to ensure efficiency and profitability within each Practice. Whilst the Dorset Client Service Team is managed on a day-to-day basis by the existing Client Service Manager, this role retains overall accountability for the team's performance, service delivery and direction.

Key responsibilities

• CSE line management, oversight and support covering multiple locations
• Ownership, co-ordination and prioritisation of workload within the CSE team ensuring Service Level Agreements are met at all times
• Oversight of the Dorset Client Service team
• Identify and satisfy training and development of line reports within the practices, developing a culture of performance management, improvement and appraisal as a foundation for excellent organisational performance
• Hold regular one to one meetings with CSEs
• Conduct a thorough interview process for new hires, recruiting talent to ensure a high performing team
• Conduct annual appraisal meetings with feedback from Managing Directors and Advisers
• Provision of CSE duties if necessary
• Awareness of the CST Manual and contents – keep up to date with changes and cascade these to CSEs
• Identify and ensure definition and application of Best Practice, to instil continued improvement themes and efficiency gains, all with aim of excellent client experience and the right client outcomes
• Supporting the integration of acquired businesses into the region
• Liaise with compliance to assist with complaint investigation
• Involvement in ad hoc project work as directed by Head of Advice Services /Managing Directors
• Roll out of new processes and training of CSEs as required
• Collaborate with various teams around the business as and when applicable
• Collaborate and work with colleagues within the Practices to ensure success and operational efficiency and profitability.
• Occasional ravel to the Bristol, Birmingham & Dorset offices

Regulatory responsibilities | Compliance/T&C

• Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.
• Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business. Follow principles and rules of the Financial Conduct Authority (FCA) and the internal requirements set out in the Compliance Manual, local and Group Compliance and Risk policies.

About you | Qualifications, skills and strengths

• Very strong knowledge of front to back working practices in Wealth Management, Asset Management or similar industry
• Good understanding of workflows to identify gaps in processes and update/maintain procedures
• Experienced in problem solving with a focus on the outcome not just the task.
• Strong Line Management experience focusing on mentoring and developing staff including objective setting, performance against objectives and succession planning.
• Ability to communicate and expedite potential issues in a prompt and effective manner.
• Ability to work with people at all levels and across the business
• Confidence and ability to challenge and influence others to achieve consistent approach
• Flexible approach to a changing organisation and organisational structure
• Able to multi task and work at pace while retaining attention to detail and a client service focus.
• Adhere to the core values of TrinityBridge

At TrinityBridge we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role.

To avoid any ambiguity around fees, please note that speculative CVs received by TrinityBridge, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you.

Company Overview

At TrinityBridge we are all connected by our mission to be leading UK Wealth Manager, growing trusted client relationships that last for generations.

We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.

We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.

Sustainability is fundamental to our purpose, and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.

We offer a wide range of inclusive benefits that provides our people with all the support they need to find a healthy balance in all aspects of their lives. We also invest in the growth of our people providing a sense of belonging and team spirit and the ability to thrive.

We recruit people from all backgrounds and are open to discussing all types of flexible working options, helping our people to balance work and home life and make practical choices for wellbeing while delivering impact where it matters, all of which contributes to our exceptional client experience.

We are committed to ensuring our recruitment process is accessible to everyone. We make adjustments for people who have a disability or long-term condition so, if you need a job description or application form in an alternative format, or would like to discuss the recruitment process with us, please get in touch at [e-mail].

As an employer, TrinityBridge is committed to equality and valuing diversity within its workforce. We provide equality of opportunity and will aim to ensure that no employee’s or candidates are subject to discrimination on grounds of any characteristics including but not withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs.