Client Services Manager

Momenta Group Global; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global contingent resource solutions company is seeking a Client Services Manager to manage client interactions and enhance service delivery in London. The ideal candidate will have extensive experience in client service within regulated financial sectors and a strong focus on operational excellence. This role offers the opportunity to lead a team and drive customer satisfaction while working in a fast-paced environment.

Qualifications

• Proven experience in managing client service delivery in regulated financial services environments.
• Ability to lead and drive high standards of service.
• Experience with service performance metrics and reporting tools.

Responsibilities

• Lead day-to-day management of client servicing activity.
• Act as an escalation point for complex client issues.
• Support onboarding and transition of new clients.

Skills

Client service delivery management

Operational process understanding

Communication and stakeholder management

Experience with complex issue resolution

Job description

Overview

Our client is seeking a Client Services Manager to play a key role in delivering a best-in-class experience to their clients. You will take ownership of ongoing service delivery, ensuring client needs are met with efficiency, professionalism, and a strong focus on operational excellence. Acting as a trusted point of contact, you’ll be responsible for managing day-to-day interactions, resolving queries, and continuously identifying opportunities to enhance the client experience.

In this role, you’ll work closely with teams across Client & Growth and Operations to coordinate issue resolution, support the delivery of new services, and ensure internal processes align with client expectations. Your ability to build strong relationships, communicate effectively, and navigate complex environments will be critical to your success. You will bring a proactive mindset, a commitment to high standards, and a passion for delivering outstanding service in a fast-paced, evolving environment.

Your day-to-day activities will include:

• Independently lead the day-to-day management of client servicing activity, ensuring high-quality, consistent support is delivered across the client portfolio.
• Oversee the team within responsible for handling client queries, issue resolution, and service delivery, ensuring alignment with SLAs and internal standards.
• Act as an escalation point for complex or high-impact client issues, driving swift resolution through effective stakeholder coordination.
• Partner with teams across Client & Growth and Operations to enhance service delivery models and ensure operational processes support an excellent client experience.
• Identify trends in client feedback, service performance, and operational issues to drive continuous improvement initiatives.
• Contribute to the development and implementation of scalable client service frameworks, processes, and reporting to support a growing and diverse client base.
• Support the onboarding and transition of new clients into live operations, ensuring readiness across internal teams and alignment with client expectations.
• Prepare and lead service reviews, providing clear insights on client satisfaction, query volumes, and performance against agreed KPIs.
• Represent the client service function in working groups, projects, and cross-functional forums to ensure the voice of the client is embedded in decision-making.

Knowledge, Skills & Experience We Need

• Proven experience in managing client service delivery within a regulated banking, fintech, or financial services environment.
• Strong understanding of operational processes across payments, onboarding, or accounting servicing, with the ability to manage service quality and client expectations.
• Demonstrated ability to lead client-facing teams or functions, driving high standards of service and accountability.
• Experience managing escalations and complex client issues, with a track record of delivering timely and effective resolutions.
• Ability to build effective relationships across internal teams such as Operations, Product, Compliance, and Technology to support seamless service delivery.
• Comfortable working with service performance metrics, client satisfaction data, and reporting tools to drive insight-led improvements.
• Demonstrated ability to lead through change, whether in scaling service models, implementing new tools, or refining client processes.
• Excellent communication and stakeholder management skills, with the ability to represent the client function confidently at all levels of the organisation.
• Location: London (City) - office based 5 days per week

Momenta is a global contingent resource solutions company, providing skilled professionals to the financial services, legal, technology and training and development sectors for over 30 years. If you have the skills and experience for this exciting role then apply today and don’t miss out on this exceptional opportunity to become one of our associates and join a company that provides our people with quality opportunities, development and ongoing support globally.