Senior Client Relationship Manager, Insurance

Aviva; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Aviva Investors in London is seeking a Manager of Client Relationship Management to lead the CRM team serving UK Insurance Clients within the Insurance Distribution channel. You will ensure a consistent, high-quality client experience and act as the key escalation point for servicing matters across clients, processes, and teams.

Collaborating with the Head of EMEA Insurance Client Relationship and CRDs, you will enable commercial growth and ensure servicing delivery is proactive, efficient, and

Qualifications

• Experience in asset management client servicing or relationship management ideally for Insurance clients.
• Strong understanding of investment products, asset classes, and client mandate lifecycles.
• Proven ability to coordinate teams and drive consistent service outcomes.
• Effective communication and stakeholder management across levels.

Responsibilities

• Lead the CRM team, setting clear expectations and ensuring high-quality client servicing across Insurance clients.
• Act as the primary escalation point for client servicing issues and coordinate across stakeholders.
• Oversee onboarding and mandate changes with governance and smooth execution.
• Support CRDs by identifying commercial opportunities and ensuring a seamless end-to-end client experience.

Skills

Asset management

Client servicing

Relationship management

Team leadership

Stakeholder management

Job description

Please note this position is based in London and the successful candidate's contractual location will be London; other locations cannot be considered.

About Us

At Aviva Investors, our expertise is in matching the right investment approach to each client's unique needs. As the global asset management business of Aviva plc, we bring together our broad investment capabilities to deliver client-focused solutions worldwide. Managing £255 billion in assets, our 1,000‑strong team across nine countries is brilliantly connected, collaborative, and focused on delivering outcomes that truly matter.

Working together and acting responsibly are central to how we operate. We take time to understand what our clients want to achieve and design solutions that last - strengthening every portfolio with diverse perspectives and integrated thinking. Our long track record in sustainable investing reflects our commitment to doing the right thing for clients and communities alike.

Everyone at Aviva Investors plays a part in creating an exceptional client experience. With the scale and influence to make a real difference, we take our responsibility seriously. Join us and you'll find an inclusive, supportive environment where your contribution is valued, high performance is recognised, and you're empowered to shape your development.

We are hiring for a Manager of Client Relationship Management to join the UK Insurance Clients team within the Insurance Distribution channel. This role is responsible for the leadership and oversight of the Client Relationship Manager (CRM) team, who deliver the day-to-day management and servicing of our internal and external Insurance clients across a range of asset classes. You will ensure a consistent, high-quality client experience, acting as the key escalation point for servicing matters and driving alignment across clients, processes, and teams.

Working closely with the Head of EMEA Insurance Client Relationship and our Client Relationship Directors (CRDs), you will play a key role in enabling CRDs to focus on commercial growth and strategic relationship development, by ensuring servicing delivery is efficient, proactive, and well-coordinated.

You will be a people leader and delivery-focused operator, motivated by improving how teams work, driving consistency of service, and resolving issues effectively. You will be comfortable operating across stakeholders and able to balance client needs, operational priorities, and commercial outcomes.

Role Responsibilities

• Lead and manage the CRM team, setting clear expectations and ensuring consistent delivery of high-quality client servicing across all Insurance clients.
• Act as the primary escalation point for client servicing issues, ensuring timely resolution and effective coordination across stakeholders.
• Maintain oversight of client servicing delivery, ensuring proactive, consistent, and high-quality outcomes across mandates and asset classes.
• Drive alignment and continuous improvement of client servicing processes, embedding best practice and efficiency across the team.
• Build strong relationships across Aviva Investors, acting as a central coordination point for servicing-related matters.
• Oversee the execution and coordination of onboarding and mandate changes, ensuring appropriate governance and implementation.
• Maintain strong understanding of client requirements and ensure insights are reflected in servicing delivery.
• Support Client Relationship Directors by identifying and escalating commercial opportunities and ensuring a seamless end-to-end client experience that underpins retention and growth.

What we're looking for:

• Strong experience in asset management client servicing or relationship management, ideally supporting Insurance clients day-to-day.
• Solid understanding of investment products, asset classes, and the operational lifecycle of client mandates.
• Proven experience managing or coordinating teams, driving consistent delivery and accountability for service outcomes. Highly organised, with the ability to manage multiple priorities, deadlines, and complex servicing requirements.
• Effective stakeholder management and communication skills, able to engage and influence across all levels.