Client Experience & Service Excellence Lead

Biograph Wealth Advisors; Dublin; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Bonus

Training funding

Internal and external training

Personal days

20+ days annual leave

Job summary

Biograph Wealth Advisors, based in Dublin 2, seeks a Client Experience Manager to own the client experience end-to-end. Reporting to the COO and collaborating with the advisor group, you will ensure fast, accurate and consistent service with measurable data.

The role requires 5+ years in wealth management client services, strong Salesforce skills, and a passion for client-centric delivery. Office-based, 9am–5pm, with a competitive package and bonus potential.

Qualifications

• 5+ years in client services or operations within wealth management or private banking.
• Team leadership or coaching experience preferred.
• Working knowledge of the Central Bank Consumer Protection Code.
• QFA qualified, or working towards it, an advantage.
• Strong Salesforce skills, including building reports and dashboards.
• Proficient in MS Word, Excel, and Outlook.
• Excellent writing and communication skills.
• Calm under pressure, with the ability to manage multiple deadlines and prioritise effectively.
• Confidence to elevate standards with colleagues.
• Genuine passion for how clients feel at every touchpoint.

Responsibilities

• Own and enforce the firm's client service standards, including call and email turnaround, issuance of meeting notes and progression of new business paperwork, and monitoring performance daily.
• Build and maintain the firm's client experience dashboard in Salesforce, and lead the weekly service standards review.
• Lead a daily huddle with the client services team and coordinate workload and capacity across the team.
• Run a monthly quality assurance programme, sampling meeting notes, client emails, recorded calls and client deliverables for accuracy, completeness, tone and turnaround.
• Coach advisors and client services associates through monthly one-to-ones, and report monthly to senior leadership on service performance and coaching themes.
• Work closely with the compliance function on advice file checks, remediation tracking and root cause reviews.
• Own the client feedback programme, including Net Promoter Score (NPS) surveys, post-meeting pulse surveys, and logging/follow-through of complaints and errors.
• Lead service standards training for incoming graduates, embedding the firm's expectations on presentation, accuracy and attention to detail from day one.
• Champion the adoption of the firm's technology, including AI tools and call recording, and contribute to the automation programme.
• Oversee client service standards for the firm's UK clients.
• Other duties as assigned.

Skills

Client services leadership

Salesforce CRM

Communication skills

Attention to detail

AI tools adoption

Education

QFA qualification desirable

Tools

Salesforce CRM

MS Word

MS Excel

MS Outlook

Job description

Biograph Wealth Advisors, based in Dublin 2, seeks a Client Experience Manager to own the client experience end-to-end. Reporting to the COO and collaborating with the advisor group, you will ensure fast, accurate and consistent service with measurable data.

The role requires 5+ years in wealth management client services, strong Salesforce skills, and a passion for client-centric delivery. Office-based, 9am–5pm, with a competitive package and bonus potential.