Client Services Manager

Monument; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading challenger bank in London is seeking a Client Services Manager to lead a dedicated team focused on delivering exceptional service to mass affluent clients. This pivotal role involves team leadership, operational efficiency, and compliance, ensuring client satisfaction and regulatory adherence. The ideal candidate will possess strong management skills and a deep understanding of the financial needs of affluent clients, driving performance and service excellence.

Qualifications

• Proven experience in client services management within retail or private banking.
• Strong track record in managing and developing client-facing teams.
• Understanding of UK financial regulations and compliance requirements.

Responsibilities

• Lead and mentor a team of Client Service Associates.
• Ensure delivery of exceptional client service and drive team performance.
• Oversee client onboarding processes and adherence to regulatory requirements.

Skills

Client Management

Team Leadership

Problem Solving

Communication

Organizational Skills

Education

Experience in Financial Services

Tools

CRM Systems

Banking Software

Job description

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Job Description

Location: London (Oxford Circus)

Hybrid: 2 days per week in the office

ABOUT MONUMENT

We’re a challenger bank with a bold ambition: to transform the financial experience of the mass affluent — an incredibly valuable community that has been underserved for far too long.

We’re inviting the mass affluent to join a growing mindset that believes there’s more to wealth than money. And we are dedicated to providing a service experience that leaves clients in no doubt that we treat their wealth with the same care, dedication, and thoughtfulness as if it were our own.

ABOUT THE ROLE

We are seeking an experienced Client Services Manager to join our management team to help lead and motivate our dedicated team of client service professionals catering to the mass affluent segment.

This is a pivotal role focused on ensuring the delivery of exceptional client service and driving team performance to meet and exceed the bank's objectives.

The ideal candidate will be a proactive leader with a passion for service excellence, a strong understanding of the financial needs of mass affluent clients, and a proven ability to manage and develop a high-performing team.

HOW YOU’LL MAKE AN IMPACT

Team Leadership and Management:

• Lead, mentor, and develop a team of Client Service Associates, fostering a client-centric and high-performance culture.
• Work with your fellow peers in the Management team to oversee the day-to-day operations of the client services team, ensuring efficient and timely handling of client inquiries and requests.
• Implement and manage robust performance management frameworks, including setting clear objectives, conducting regular performance reviews, and providing constructive feedback and coaching.
• Identify training and development needs within the team and facilitate appropriate coaching and training programs to enhance skills and product knowledge.
• Manage team resources effectively, including workload distribution, scheduling, and recruitment as required.
• Promote a collaborative team environment, encouraging knowledge sharing and best practice.
• Champion the delivery of outstanding service to our mass affluent clients, ensuring all interactions are professional, timely, and accurate.
• Act as a senior point of escalation for complex client issues, complaints, and queries, ensuring satisfactory resolution in a timely manner.
• Develop and implement strategies to enhance the client experience, actively seeking client feedback to identify areas for improvement.
• Ensure the team maintains a thorough understanding of the bank's products and services relevant to the mass affluent segment.
• Oversee client onboarding processes, ensuring adherence to regulatory requirements (KYC, AML) and run regular quality assurance to ensure a smooth client experience.

Operational Efficiency and Compliance:

• Ensure all client service activities adhere to internal policies, procedures, and regulatory standards (e.g., FCA guidelines).
• Continuously review and improve client service processes to enhance efficiency and effectiveness.
• Work closely with other departments, including Product, Marketing, Financial Crime, and Compliance, to ensure seamless service delivery.
• Prepare and analyze management reports on team performance, client service metrics, and key performance indicators (KPIs).

WE TEND TO LOOK FOR PEOPLE WITH

• Proven experience in a client services management role within retail or private banking or a related financial services sector.
• Demonstrable experience in managing, coaching, and developing a team of client-facing Associates.
• Strong track record in performance management, including setting objectives, conducting appraisals, and addressing performance issues.
• Excellent understanding of the financial needs and expectations of mass affluent clients.
• Exceptional communication (written and verbal), interpersonal, and client management skills.
• Proven problem-solving and decision-making abilities, with a capacity to handle complex and sensitive issues.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
• An understanding of UK financial regulations and compliance requirements (e.g., FCA, KYC, AML).
• Proficiency in using CRM systems and other banking software.

VALUES

Our culture and values align with our mission to truly understand and offer excellent service to our clients.

The Monument team are all here because we are passionate about building so much more than a bank. We want to be renowned for giving people a service that leaves them in no doubt that we appreciate what their time and lives are worth.

We want to continue to be known for our integrity, attentiveness, sense of community, and innovation. We build strong relationships through trust and a keen eye for detail. Our commitment and collaboration deliver an attentive and outstanding service offering. All combined with our community, both internal and external, our approach to diversity, and our pursuit of innovation, we will help our clients and colleagues to do more and be more.

Together we are building something monumental.