Wealth Management Client Services Manager

My client are a global Wealth & Investment Management business with over £20bn AUM.

Due to growth within the business, they now have an opportunity for a Client Services Team Lead to join one of their highest performing teams within the business with direct line management of 4 Client Service Executives. This is what could be described as a player/manager type position, where the successful candidate would be expected to carry out some senior Client Service responsibilities, alongside, the direct line management.

The role is paying between £50,000-60,000 plus bonus and strong benefits package.

The Role:

• To complete Client Service duties on a dedicated book of private clients
• Act as the voice of the client owner and their clients both internally across the firms and externally with service providers / business partners
• Responsible for helping to ensure the seamless onboarding of new clients and delivering servicing excellence to our existing clients
• To manage and lead a Client Service team of 4 people, acting as the main point of contact and escalation for recurring queries and operational issues.
• To collaborate with the Head of Client Services to drive operational efficiency and support the successful integration of two legacy Client Service functions into a unified, high-performing team.

Management Responsibilities:

• Line management responsibilities for a team of Client Executives
• Initial and ongoing training and upskilling of Client Executives
• Ongoing monitoring and periodic reporting of:

Timeliness and accuracy of team task completion

Adviser and client communication average turn-around times

Overall team capacity

Personnel challenges

Hiring requirements and progression

• Workflow case management across the Client Executive team
• Pod structure management
• Acting as four eyes approver for Client Executive tasks e.g. onboarding and withdrawals when required
• Escalation point for challenges and roadblocks
• Other line management duties including but not limited to;

Holiday approvals

Mid/end of year reviews

Mentoring and coaching

Client Onboarding Responsibilities:

• Supporting clients and intermediaries throughout the onboarding lifecycle, including but not limited to;

Preparing account opening documentation

Assisting clients with documentation completion

Advising clients on Source of Wealth and KYC requirements

Monitoring progress of account opening and providing regular updates to both clients and client owners

• Communicating with external service providers including but not limited to; third party custodians, pension providers and incumbent custodians
• Assisting in the co-ordination of new assets being transferred into client accounts
• Co-ordination of credit documentation and requirements for mortgage and lending when required
• Completion of simple tax forms when required

Client Servicing Responsibilities:

• Processing client requests, including but not limited to;

Withdrawals

New account set ups

ISA subscriptions

Transfers of assets

Account closures

• Answering ad-hoc queries from clients and their external advisers
• Producing reporting documents for client mtgs using Excel and PowerPoint where required
• Responsible for setup of quarterly valuation letter mailout where required
• Initiating and following to completion various processes
• Requesting documentary evidence and processing changes to client circumstances
• Recording new client assets in centralised pipeline tool
• Maintaining CRM client data as required
• Ensure all key documents on the CRM are up to date and compliant; including but not limited to ATR, Fact Find and DMA
• Assist in the completion of annual suitability reviews

Experience Required:

• Minimum 5 years’ experience in a client facing / focussed role within Wealth Management or similar industry
• Knowledge of account opening regulations and procedures (AML, KYC etc)
• Experience of dealing with US connected clients (preferable but not required)
• Experience leading a team / managing staff