London-Based Client Services Lead, Wealth Platform

Nucleus Financial; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Generous pension

Bonus

Enhanced parental leave

Paid time off for emergencies

Health and wellbeing initiatives

Flexible working options

Job summary

Nucleus Financial in London seeks a Client Services Lead to own the service relationship for a portfolio of named clients within our Platform and outsourced operations.

You will act as escalation point, lead incidents and changes, and coach a team to deliver outstanding client service while balancing priorities, risk and performance metrics.

Collaborate with Product, Technology and Operations to improve processes, reporting and client satisfaction on a day-to-day basis.

Qualifications

• Significant experience in client services within wealth management or outsourced operations.
• Track record of owning client relationships and delivering high-quality service.
• Strong knowledge of ticketing, SLAs and service management processes.
• Experience leading client-facing communication during incidents and change.

Responsibilities

• Own end-to-end service for a portfolio of named clients and build trusted relationships at operational and management levels.
• Lead incident response, change coordination and service improvements for your portfolio.
• Manage monthly processes, reports, and communications including product releases and service updates.
• Oversee ticket queue end-to-end, with escalations to second/third line when needed.
• Own service dashboards, SLAs, KPIs and regular client reviews and invoicing support.
• Support onboarding, coaching and development of junior team members.

Skills

Named client ownership

Stakeholder management

Incident management

Change management

SLA/KPI tracking

Team coaching

Strong communication

Decision making

Tools

Ticketing systems

Reporting tools

CRM

Job description

Nucleus Financial in London seeks a Client Services Lead to own the service relationship for a portfolio of named clients within our Platform and outsourced operations.

You will act as escalation point, lead incidents and changes, and coach a team to deliver outstanding client service while balancing priorities, risk and performance metrics.

Collaborate with Product, Technology and Operations to improve processes, reporting and client satisfaction on a day-to-day basis.