Senior Client Account Manager Location : London, hybrid working Salary : Up to £45,000, depending on experience Plus : Discretionary annual bonus and strong benefits package About the Firm This is an established, chartered financial planning practice providing advice to private clients, families, business owners and trustees. The firm has built a strong reputation for delivering high-quality financial planning, longterm client relationships and a professional, client-focused service. It is continuing to grow and is looking to strengthen its client support and operations team with the appointment of a Senior Client Account Manager. The Role This is a senior, hands-on role for an experienced Client Account Manager who is ready to step up. It would suit someone who combines first-class IFA administration with the organisational ability of a high-calibre PA, and who enjoys leading by example. You will provide senior operational and administrative support to two senior financial advisers, helping ensure their client relationships run smoothly from start to finish. Alongside this, you will lead and support a small team of Client Account Managers, setting the standard for quality, communication, accuracy and client service. This is a player-coach role. You will still be involved in the day-to-day work, while also helping develop the people around you. Key Responsibilities Client & Adviser Support • Act as the senior point of administrative support for two advisers and their clients, delivering high-quality pre- and post-sales support. • Build strong relationships with clients, ensuring communication is clear, proactive and reassuring. • Take ownership of more complex or sensitive cases, handling difficult or emotive conversations with empathy, discretion and composure. • Reduce the administrative burden on both clients and advisers by making sure work is completed accurately and efficiently. • Ensure client instructions are understood, followed through and delivered to a high standard. Team Leadership & Development • Lead a small team of Client Account Managers / Administrators, setting the standard for quality, accuracy and client experience. • Run regular team meetings to keep workload prioritised, visible and on track. • Hold regular one-to-ones and support formal review processes. • Identify development needs within the team and help arrange or deliver relevant training. • Encourage cross-skilling, knowledge sharing and continuous improvement across the team. Organisation & Operations • Bring strong planning, coordination and anticipation to the role, ensuring workflow, deadlines, documentation and follow-up are well managed. • Ensure strict adherence to compliance and regulatory requirements. • Prepare accurate, professional documentation, templates and reports. • Keep concise and reliable notes or minutes from relevant meetings, projects and appraisals. • Continually look for ways to improve processes, procedures and efficiencies. Systems, Compliance & Technical • Make effective use of the firm’s CRM and client portal, ensuring client records are accurate, complete and used to deliver a proactive service. • Work with awareness of relevant FCA regulations and guidelines, including MiFID II, GDPR and PRIIPs. • Apply a working knowledge of core financial products, including pensions, ISAs, investment accounts, bonds, VCTs, EIS and protection. About You Experience • 7-10 years’ experience within an IFA, wealth management or financial planning firm in an administration, client support or client account management role. • A track record of supporting both clients and advisers, not just processing tasks. • Experience mentoring, supervising or leading colleagues. • Formal line management experience would be useful, but the most important thing is a genuine appetite to lead and support others. Skills & Knowledge • Working knowledge of core financial products and relevant FCA regulation. • Strong technical ability across Adobe, Word, Excel and Outlook. • Confidence using CRM systems and other financial planning technology. • Excellent organisation, prioritisation and attention to detail. • Strong verbal communication skills, with the confidence to handle difficult conversations in a calm, professional and warm manner. • The ability to work under your own initiative and take ownership of your workload. How You Work • Proactive, self-starting and solutions-focused. • Able to spot issues and opportunities before they become problems. • Adaptable, intuitive and keen to keep learning. • Professional, discreet and able to handle confidential information appropriately. • Committed to delivering a high-quality client experience. • Comfortable working in a busy, fast-moving environment where accuracy and followthrough matter. Industry qualifications are supported and encouraged, but they are not essential for this role. Demonstrated experience and capability are valued highly. Package & Benefits • Salary up to £45,000, depending on experience • Discretionary annual bonus based on personal and business performance • Strong employer pension contribution • Death-in-service cover • Private medical insurance • Income protection • 25 days’ holiday plus bank holidays, with the option to buy additional days • Hybrid
