SIPP Client Services Manager

Vanguard; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading investment management firm in Manchester is seeking a SIPP Client Services Manager to lead and develop a team within its growing direct-to-consumer platform. The ideal candidate will possess significant experience in financial services, a strong understanding of pension legislation, and proven leadership skills. This role is vital for driving efficiency and improving client outcomes as the firm enhances its pension services.

Benefits

Competitive salary

Annual bonus

Pension scheme

Private medical cover

Flexible benefits

Qualifications

• Significant experience in the financial services sector is required.
• Ability to manage complex client scenarios and deliver compliant solutions.
• Proven experience in managing projects and driving operational change.

Responsibilities

• Lead and develop a team of client service associates.
• Drive process optimisation and automation to enhance client outcomes.
• Monitor KPIs and implement corrective actions as necessary.

Skills

Experience in financial services

Strong communication skills

Project management

Understanding of pension legislation

Leadership ability

Education

Industry certifications (CII, PMI)

Job description

Responsibilities

• Lead, coach, and develop a team of client service associates and specialists.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Conduct regular one-to-ones and performance reviews, supporting career progression and succession planning.
• Act as the escalation point for complex client queries and complaints.
• Drive process optimisation and automation to improve efficiency and client outcomes.
• Collaborate with technology and data teams to enhance CRM and telephony systems.
• Monitor KPIs and SLAs, implementing corrective actions where necessary.
• Liaise with internal teams including Compliance, Risk, and Oversight.
• Represent Client Services in cross-functional projects and strategic initiatives.
• Ensure adherence to FCA guidelines and internal governance frameworks.
• Champion upskilling, succession planning, and leadership development for high performers.
• Foster a culture of growth and engagement, empowering specialists and team members to innovate.
• Lead and develop the most technically skilled SIPP team, driving quality excellence and spearheading continuous improvement.
• Shape the pension proposition by analysing client trends and feeding insights into product and service design.
• Represent the function in governance and strategic forums, influencing policy and client experience.
• Drive adoption of new technologies (AI, automation, analytics) to improve efficiency and client outcomes.
• Oversee resource planning and workforce optimisation to align capacity with strategic priorities.

Qualifications

• Significant experience within the financial services sector.
• Strong understanding of pension legislation and regulatory frameworks.
• Excellent communication skills – written, verbal, and interpersonal.
• Ability to manage complex client scenarios and deliver compliant solutions.
• Proven experience in managing projects and driving operational change.
• Industry certifications (e.g., CII, PMI).
• A track record of successfully leading and building teams with a strong client focus, and a proven ability to develop and lead a diverse, multi-functional group with care. Comfortable taking tough decisions when needed.

Role Overview

The SIPP Client Services Manager is a newly-created role reporting to the Retirement Client Services Manager in our direct-to-consumer platform, UK Personal Investor (UKPI). UKPI is the fastest growing retail platform in the UK and pensions and retirement services are at the heart of how we intend to develop our client proposition. Vanguard aims to win in retirement, and this role will be critical in enabling that success.

You must be an exceptionally strong leader with a track record of building and leading high-performing teams. We're looking for someone who has a passion for clients and will help ensure that we effectively scale our business and drive increased efficiency in our operating model. This role is perfect for someone who is visionary about how retirement offers may evolve over time to provide scalable solutions to investors.

Benefits

• Competitive salary.
• Discretionary annual bonus.
• Pension scheme with employer contributions.
• Private medical cover and income protection.
• Access to flexible benefits including tech scheme and cycle to work.