Client Services Manager

Career Choices Dewis Gyrfa Ltd; Manchester; Hybrid; GBP 59,000 - 70,000; Full time

Job summary

A leading financial services organization in Manchester is looking for a Client Services Manager to lead their SIPP teams. This role focuses on driving exceptional service delivery and operational excellence while building a high-performance culture. The ideal candidate should have significant leadership experience in financial services, strong communication skills, and a background in SIPP operations. The position offers a salary of up to £70,000 plus bonuses and excellent benefits, along with a hybrid working model.

Benefits

Bonuses

Excellent benefits

Self-development opportunities

Qualifications

• Strong background in SIPP operations and pensions administration.
• Experience in financial services contact centre or operations.
• Able to design and execute business improvement plans.

Responsibilities

• Provide leadership to SIPP teams.
• Enhance client service standards and regulatory compliance.
• Drive performance improvement through data insights.

Skills

Leadership experience

Knowledge of financial services

Coaching and team management

Stakeholder management

Communication skills

Organizational skills

Education

Degree or equivalent experience

Relevant financial services qualifications

Job description

Overview

Your new company Hays are recruiting for a permanent Client Services Manager to lead and inspire a high-performing client services team.

This pivotal role ensures exceptional service delivery across multiple channels, balancing immediate business needs with long-term capability development.

You will combine strategic leadership, operational excellence, and stakeholder collaboration to drive outstanding client outcomes.

This role is based in Manchester city centre.

Role context

Your new role We are partnering with a leading UK business undergoing significant growth and transformation.

As part of its expanding pensions and retirement portfolio, the organisation is seeking an exceptional SIPP Client Services Leader to elevate standards, strengthen operations, and build a centre of excellence within its Manchester hub.This is a newly created leadership role, positioned to have significant influence across operations, client experience, and the future evolution of the SIPP proposition.

Responsibilities

• Provide clear, influential leadership to multi‑disciplinary SIPP teams.
• Build a high‑performance culture grounded in accountability, inclusion, and continuous improvement.
• Develop leaders and specialists, strengthening capability and confidence across the function.
• Drive standards across all SIPP processes, ensuring consistency, resilience, and regulatory compliance.
• Optimise and modernise workflows, leveraging automation and technology to enhance efficiency and client experience.
• Oversee KPIs, SLAs, and resource planning, ensuring teams can scale effectively with demand.
• Act as a key escalation point for complex or sensitive SIPP enquiries.
• Partner with Technology, Risk, Compliance, Oversight, and Product teams to enhance journeys and shape the evolving SIPP proposition.
• Use data insights to inform decisions, identify trends, and influence retirement operations' strategy.
• A high‑calibre people leader with experience, uplifting performance and driving cultural transformation.
• Strong background in SIPP operations, pensions administration, and the UK regulatory landscape.
• Experience within platform environments or high‑growth financial services operations.
• Exceptional communication skills with the ability to simplify complexity and steer teams with clarity.
• A track record of leading through change and embedding best‑practice operational standards.
• Industry qualifications (e.g., CII, PMI) welcomed.

What you'll need to succeed

• Significant leadership experience within a financial services contact centre or operational environment.
• Strong knowledge of financial services and regulatory requirements; investment product knowledge is desirable.
• Proven ability to coach, develop, and lead teams to success.
• Skilled in designing and executing business plans that improve performance and client outcomes.
• Excellent communication and stakeholder management skills.
• Strong organisational and prioritisation abilities, with experience managing multiple initiatives.
• Degree or equivalent experience; relevant financial services qualifications are advantageous.

What you'll get in return

This role is paying up to £70,000 bonuses, with excellent benefits, hybrid working.

This company promotes self development and is a forward-thinking business that takes care of its employees.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.

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