Client Service Manager FTC

TrinityBridge Limited; City of Edinburgh; Presencial; GBP 70 000 - 90 000; Tempo integral

Resumo da oferta

TrinityBridge Limited is seeking a capable leader to support Client Service Executives in Edinburgh and Glasgow, ensuring efficient service delivery and profitability across the Wealth Planning Practice. The role can be based from Edinburgh or Glasgow and requires strong line management and regulatory awareness.

You will recruit, coach and develop the CSE team, oversee workloads, and implement best practices while collaborating with cross-functional teams to drive client outcomes and service

Qualificações

• Experience in wealth or asset management environments.
• Strong line management experience with performance coaching and succession planning.
• Ability to prioritise workload and meet service levels across multiple locations.

Responsabilidades

• CSE line management across Edinburgh and Glasgow.
• Oversee workload prioritisation to ensure SLA compliance.
• Lead recruitment processes including interviewing and onboarding.
• Conduct annual appraisals with feedback from leadership and advisers.
• Roll out new processes and training for CSEs.
• Collaborate with regional teams to drive efficiency and profitability.

Conhecimentos

Wealth management knowledge

Line management

Problem solving

Communication

Microsoft Office

Adaptability

Ferramentas

CRM tools

Descrição da oferta de emprego

Description

Role overview
Support Client Service Executives (CSEs) in Edinburgh & Glasgow in their day to day activities within the region and assist the Managing Directors to ensure efficiency and profitability within each Practice. This role retains overall accountability for the team's performance, service delivery and direction. This position can be based out of either the Edinburgh or Glasgow office.

Key responsibilities

• CSE line management, oversight and support covering two locations
• Ownership, co-ordination and prioritisation of workload within the CSE team ensuring Service Level Agreements are met at all times
• 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
• Risk Events Investigation
• Liaise with compliance to assist with complaint investigation
• Involvement in ad hoc project work as directed by Head of Wealth Planning 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 Regions to ensure success and operational efficiency and profitability.

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 elevate 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.
• Strong Microsoft skills
• 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.
#LI-EM1 #LI-SY1

Equal Opportunities

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 withstanding gender, gender identity, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities, political beliefs.

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].