Client Services Manager

Job Title – Client Services Manager Reports to: Operations Manager Job Location – Birmingham Position Overview: The Client Service Manager is responsible for overseeing client service team and client relationships, ensuring exceptional service delivery. This role serves as the primary point of contact between the company and its financial services clients, managing expectations, addressing concerns, and driving client satisfaction and retention. Key Responsibilities: Line Management of Client Service Team Conduct Performance Reviews with Client Service Team Provide ongoing MI to Management on all Client Service Team Activity Provide Training and Mentoring to all Client Service Team Assist with HR and Recruitment (where necessary) of Client Service Candidates Establish and maintain all administration processes Develop and maintain strong relationships with assigned financial services clients through regular communication and engagement Serve as the primary point of contact for client inquiries, requests, and issue resolution Collaborate with internal teams to ensure timely delivery of services and solutions that meet client needs, within service level agreements Monitor client satisfaction and proactively address potential concerns before they escalate Create and deliver regular service reviews, performance reports, and business reviews to clients Identify opportunities for account growth and work with sales teams to develop upsell/cross-sell strategies Ensure compliance with regulatory requirements and internal policies in all client interactions Develop a deep understanding of clients\’ business objectives and financial needs Manage client onboarding processes and transitions for new accounts Manage client onboarding processes and transitions for new acquisitions Track and analyse client service metrics to identify trends and improvement opportunities Maintaining quality control Preferred Experience / Qualifications: 5+ years of experience in client service roles within financial services Leadership experience managing client service teams Must have expansive knowledge of CRM systems Must have expansive knowledge of Investment Platforms Must have expansive knowledge of Discretionary Portfolio Service Strong understanding of financial products, services, and industry regulations Excellent communication and relationship-building skills Problem-solving abilities with a proactive approach to service delivery Experience with CRM systems and financial service platforms Project management experience with ability to manage multiple priorities Detail-oriented with strong organizational skills Demonstrated success in client retention and relationship growth