Senior Client Relationship Manager, Insurance

Aviva plc; Greater London; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Discretionary bonus

Generous pension up to 14%

29 days holiday

Private Medical Benefit

Aviva product discounts

Matching Share Plan

Save As You Earn scheme

Volunteer days

Job summary

Aviva Investors in London is seeking a Manager of Client Relationship Management to lead the CRM team serving Insurance clients across asset classes. You will ensure high-quality servicing, act as escalation point, and drive alignment across processes and teams.

You will oversee onboarding and mandate changes, manage multiple priorities, and support Commercial growth with strong stakeholder engagement while upholding regulatory considerations under SMCR.

Qualifications

• Strong experience in asset management client servicing or relationship management.
• Understanding of investment products and lifecycle of client mandates.
• Experience managing or coordinating teams, driving consistent delivery.
• Highly organised with ability to manage multiple priorities.
• Effective stakeholder management and communication skills.
• SMCR background checks will be conducted.

Responsibilities

• Lead and manage the CRM team, delivering high-quality client servicing to Insurance clients.
• Serve as primary escalation point for client servicing issues and coordinate across stakeholders.
• Oversee client servicing delivery across mandates and asset classes.
• Drive process improvements and embed best practices in servicing delivery.
• Build relationships across Aviva Investors and coordinate onboarding and mandate changes.
• Ensure client requirements are reflected in servicing delivery.
• Support CRDs by identifying commercial opportunities and ensuring seamless end-to-end experience.

Skills

Client servicing

Relationship management

Stakeholder management

Organisational skills

Education

Relevant degree or equivalent experience

IMC preferred

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. Relevant degree or equivalent experience; IMC (or equivalent) preferred and regulatory threshold competent. In this role you’ll be ‘Certified’ under the Financial Conduct Authority / Prudential Regulation Authority’s Senior Managers and Certification Regime (SMCR). This means that we’ll need to complete some regulatory background checks on you before you take up your role and we’ll need to ask you some questions on an annual basis to make sure you remain ‘fit and proper’ and competent to carry out your role. We’ll provide training on what holding a SMCR role means when you join us and annually thereafter.

What you’ll get for this role

• Competitive salary (depending on skills, experience, and qualifications).
• Discretionary bonus opportunity - depending on individual performance and Aviva Investors’!
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days!
• Aviva-funded Private Medical Benefit to help you get expert support when you need it.
• Make your money go further with up to 40% discount on Aviva products, and other retailer discounts.
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme.
• Brilliantly supportive policies including parental and carer’s leave.
• Flexible benefits to suit you, including sustainability options such as cycle to work.
• Make a difference, be part of our Aviva Communities and use your 3 annual volunteering days to help others.

Inclusive culture

Aviva is for everyone: We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. We also consider all forms of flexible working, including part time and job shares. Most of our people are smart working – spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

Aviva Investors is the asset manager for Aviva, the UK’s leading insurance, wealth and retirement business. With responsibility built into our investment processes, we create solutions fit for the future. We have the capital, scale and influence to drive positive change in the world and we don’t take that responsibility lightly as we strive to do the right thing for our people, communities. We bring together expertise from over 1,500 people in 14 countries connecting seamlessly as one team to deliver the best of our diverse expertise with every investment. It takes all of us at Aviva Investors to contribute to creating an exceptional client experience, reflecting our innovation in sustainability. Enjoy an inclusive environment, get rewarded for high performance and take control of your development.