Senior Client Services Manager

Flagstone Group LTD; City of Westminster; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A financial services innovator is seeking an experienced Client Services leader in the City of Westminster. You will lead a team to enhance client experiences across various service types, implement process optimizations, and collaborate with multiple stakeholders. Ideal candidates will have extensive experience in managing client operations, a strong analytical background, and a knack for fostering teamwork. This role offers hybrid working and a competitive benefits package.

Benefits

Hybrid working

Competitive bonus scheme

Flexible benefits budget

Mental wellbeing support

Learning and development budget

Private health care

25 days holiday

Qualifications

• Proven track record of leading large client services teams (15+ people).
• Expertise in managing operational client services effectively.
• Demonstrated history of driving process excellence and automation.

Responsibilities

• Lead and inspire the client services team, ensuring a client-friendly journey.
• Own the service workflow for all client types ensuring speed and accuracy.
• Monitor and analyze data to continually improve client satisfaction.

Skills

Leadership

Process Optimization

Client Relationship Management

Analytical Skills

Stakeholder Management

Education

Experience in financial services or fintech

Understanding of Salesforce workflows

Tools

CRM platforms

Contact centre tools

Job description

You’re an experienced Client Services leader with a proven track record of making client servicing in a financial services regulated environment faster, smarter, and more seamless. You combine a deep understanding of client service processes with the ability to leverage technology, data, and people to deliver an exceptional client experience. You think of the client journey from end-to-end, and you know how to streamline workflows, remove friction, and drive operational excellence at scale. You’re not just about keeping the lights on, you thrive on change, challenge, and improvement. You know how to balance efficiency, compliance, and client centricity, ensuring that client services is not just a process but a competitive advantage.

What you’ll do

• Lead and inspire the client services team (15+), including Team Leads, ensuring they deliver a fast, accurate, and client‑friendly client services journey.
• Own the end‑to‑end service workflow for all client types (individuals, corporates, trusts, charities) ensuring speed, accuracy, and a seamless experience.
• Optimise and automate processes by identifying bottlenecks, implementing streamline solutions, and leveraging data‑driven improvements to reduce interaction friction, reduce response times and increase client satisfaction.
• Embed a tech‑first approach by championing and optimising contact centre tools and collaborating with Product/Tech teams to integrate, automate, and innovate.
• Monitor, analyse, and act on data, tracking KPIs, interaction driver metrics, response times, and customer satisfaction to drive continuous improvement.
• Collaborate cross‑functionally with Product, Compliance, Engineering, Operations, and Sales to ensure workflows meet both business and regulatory requirements without compromising the client journey.
• Foster a high‑performance culture, set clear goals, drive accountability, and coach your leadership team to maintain high standards of operational excellence.
• Report to senior leadership with actionable insights, highlighting trends, identifying bottlenecks, and recommending strategic and tactical improvements.

This is more than operations, this is an opportunity to design, build, and scale a high‑impact, client‑focused client services engine that will directly shape how our business grows at pace. If you love driving efficiency, delivering results, and finding innovative ways to improve processes, this is your stage.

Qualifications

• Proven experience leading large client services or client operations teams (15+ people, including Team Leads/Managers) in fast‑paced financial services, fintech, or other regulated environments.
• Hands‑on operational expertise managing client services for multiple client types with a strong grasp of dependencies, workflows, and optimisation strategies.
• Demonstrated track record of driving process excellence and automation.
• Proficiency with contact centre and CRM platforms and a history of delivering technology‑driven enhancements.
• Strong analytical skills, confident with KPI tracking, dashboarding, and using data to drive operational decisions.
• Proven ability to balance compliance, risk, and operational requirements while maintaining an exceptional client experience.
• Exceptional stakeholder management skills, working effectively with Product, Tech, and Compliance teams.
• A results‑oriented, collaborative leadership style that inspires high performance, continuous learning, and team development.
• Knowledge of Salesforce workflows.

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.

Each definition shares a common thread: our unique culture. It's our pride and joy. And our competitive advantage. A feel for our culture: To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth. That's why we’re building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it. We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

Benefits

• Hybrid working – Spend at least 1 day a week with your team in our collaborative London office.
• Competitive bonus scheme – designed to reward and recognise high performance.
• Flexible benefits budget – a pot to fund meaningful benefits for you, whether it’s hormone or fertility testing, cancer screening, neuro‑diversity coaching or something that matters for you.
• A range of salary sacrifice options to help you make tax efficient savings on electric cars, nursery schemes, home and tech goods.
• Around the World scheme – 3 months work from anywhere scheme.
• Mental wellbeing support – Access therapy and mental health sessions through Spill.
• Learning and development – £1,000 personal development budget to help you grow in your role.
• Private health care – Enjoy all the benefits AXA has to offer, including reduced gym memberships and medical history disregarded.
• Medical cash plan – To help you with the costs of dental and optical expenses.
• Life insurance and Income Protection – four times your annual salary for peace of mind.
• Matched pension contributions up to 5%.
• 25 days holiday – plus bank holidays, well‑being days and volunteering days.
• Enhanced Parental Leave – enhanced maternity, paternity and adoption pay.