Client Services Director

Broadridge Trading & Connectivity Solutions; City of Westminster; On-site; GBP 80,000 - 100,000; Full time

Job summary

A financial services firm in the City of Westminster seeks a Client Service Leader to provide direction and support to the Client Service team. Responsibilities include leading complex client relationships, enhancing service delivery, and fostering team performance. The ideal candidate will have over 5 years of experience in client service leadership within the financial industry, with demonstrated skills in managing teams and improving processes. The firm prides itself on a collaborative and inclusive work environment.

Qualifications

• Minimum 5 years experience in a client service leadership role within financial services.
• Demonstrated experience with global custodians and asset managers.
• Proven ability to manage teams and deliver process improvements.

Responsibilities

• Provide leadership to the Client Service team and mentor members.
• Serve as senior escalation point for key clients.
• Evaluate team workflows to enhance operational efficiency.
• Build relationships with internal teams for client success.
• Conduct performance appraisals and set SMART objectives.

Skills

Leadership

Client service excellence

Interpersonal communication

Analytical skills

Collaboration

Education

Bachelor's degree or relevant industry qualification

Job description

Leadership and Team Management

Provide clear direction, motivation, and day-to-day leadership to the Client Service team, ensuring workloads are balanced and service quality remains exemplary. Support the Senior Director in setting strategic priorities for the team and ensuring alignment with broader business goals. Mentor and coach team members to drive engagement, performance, and professional development.

Client Service Excellence

Serve as the senior escalation point for key clients, championing resolution of complex issues swiftly and effectively. Own relationships with top‑tier clients, fostering trust and confidence through regular engagement and service review meetings. Monitor client satisfaction and proactively identify opportunities to enhance service delivery and strengthen client partnerships.

Operational Efficiency and Continuous Improvement

Evaluate team workflows, systems, and procedures to identify opportunities for automation, efficiency gains, and process enhancements. Partner with the Senior Director and cross‑functional teams to drive consistent operational excellence and streamlined client service delivery. Lead and support implementation of new clients, services, and product‑lead initiatives to ensure seamless onboarding and integration.

Collaboration and Cross‑Functional Partnership

Build strong internal relationships with Operations, Product, Sales, and Technology teams to ensure end‑to‑end service continuity and client success. Participate in UAT testing, system enhancements, and platform deployments, acting as a voice of the client in internal discussions.

Performance and People Development

Conduct performance appraisals, set SMART objectives, and provide feedback and recognition to foster a culture of high performance. Support succession planning and skill development within the team to ensure continued alignment with the organization’s strategic goals.

Risk Management and Escalation

Identify and mitigate risks that could lead to service fees, reputational damage, or client dissatisfaction. Ensure compliance with internal controls, policies, and regulatory requirements while maintaining a client‑focused approach.

Qualifications and Experience

• Bachelor’s degree or relevant industry qualification (e.g., CISI) preferred.
• Minimum 5 years’ experience in a client service leadership role within the financial services industry (e.g., asset servicing, global custody, proxy voting, corporate governance, stewardship, investor communications).
• Demonstrated experience in engaging with global custodians, asset managers, investor relations and company secretary.
• Proven ability to manage teams, balance multiple priorities, and deliver process improvements that drive high‑quality client outcomes.

Key Competencies

• Demonstrated commitment to service excellence and continuous improvement.
• Strong leadership skills with the ability to inspire, influence, and develop others.
• Exceptional interpersonal and communication abilities, with confidence engaging senior stakeholders internally and externally.
• Results‑oriented and analytical, adept at turning insight into actionable solutions.
• Skilled in managing upward to support senior leadership with reporting, issue escalation, and strategic initiatives.
• Proven collaborator who thrives in a cross‑functional environment and works effectively under pressure.

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates everyone's unique perspective.

Use of AI in Hiring: As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI‑based tools), to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume