Client Services Manager (FTC)

Bank of London; Belfast; On-site; GBP 35,000 - 40,000; Full time

Job summary

A financial services institution in Belfast is seeking a Client Services Manager to ensure high-quality service delivery and client satisfaction. The candidate will lead client servicing activities, manage queries, and drive improvements in service delivery models. A strong background in client service management within banking or financial services is essential. The position offers a competitive salary in a hybrid work environment.

Qualifications

• Proven experience in managing client service delivery in regulated banking or financial services.
• Strong understanding of operational processes in payments, onboarding, or accounting.
• Ability to manage escalations and deliver timely resolutions.

Responsibilities

• Lead day-to-day management of client servicing activity.
• Oversee the team handling client queries and service delivery.
• Partner with teams to enhance service delivery models.
• Identify trends in client feedback to drive improvements.

Skills

Client service management

Operational processes understanding

Stakeholder management

Change leadership

Communication skills

Job description

Overview

Join Bank of London as a Client Services Manager and play a key role in delivering a best-in-class experience to our 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.

Bank of London offers a safer business banking model by holding all deposits at the Bank of England, eliminating the risk of 'bank runs.' It provides services such as Deposit, Embedded Banking, as well as Commercial Banking tailored to businesses. Powered by proprietary technology, the bank collaborates with SAP Fioneer to deliver innovative solutions. With a focus on exceptional service and core values of ownership, curiosity, the bank strives for excellence in all it does.

Responsibilities

• Independently lead the day-to-day management of client servicing activity, ensuring high-quality, consistent support across the client portfolio.


• Oversee the team 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.


• Demonstrated 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.

Requirements

• 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.

Work location

Belfast (Hybrid, in office 4 Days)

Travel to other locations may be required on occasion.

Diversity

Bank of London is an equal opportunity employer committed to inclusion, diversity and belonging. All qualified applicants are welcome and will receive consideration for employment without regard to race, colour, religion or religious expression, sex, sexual orientation, gender or gender identity and expression, transgender, national origin, or military veteran status.

Compensation

Belfast, Northern Ireland, United Kingdom £35,000.00-£40,000.00