Client Services Manager (FTC Mat Cover)

Bank of London; Belfast; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A financial services institution in Belfast is seeking a Client Services Manager to lead client servicing and enhance client experience. You will oversee a team to ensure operational excellence and service quality while managing client queries and escalations. The ideal candidate has experience in a regulated environment and strong communication skills. This role offers a hybrid work model with in-office days.

Qualifications

• Proven experience in client service delivery in a regulated environment.
• Strong understanding of operational processes in payments or financial services.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead day-to-day client servicing activities, ensuring high-quality support.
• Oversee a team handling client queries and service delivery.
• Act as escalation point for complex client issues.

Skills

Client servicing

Communication skills

Relationship management

Operational excellence

Job description

Overview

Join the 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.

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.

Who we are looking for

We\'re seeking a client-focused and detail-oriented Client Services Manager to take ownership of day-to-day client servicing within a fast-paced, regulated environment. You will be responsible for managing and resolving client queries, coordinating across internal teams to ensure service standards are met, and helping to continuously improve the overall client experience.

You'll bring strong communication skills, a collaborative mindset, and a proven ability to navigate complex client relationships. Success in this role will require close coordination with teams across Client & Growth and Payment Operations, ensuring alignment between client expectations and internal delivery. You\'ll thrive in a dynamic environment where responsiveness, relationship management, and operational excellence are key.

You will:

• 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.

Essential Criteria

• 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, age, religion or religious expression, sex, sexual orientation, gender or gender identity and expression, transgender, national origin, or military veteran status.