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For Companies At a Glance
- Tasks: Lead a team to deliver exceptional client service and operational support.
- Company: Join Ascot Lloyd, a leading financial services firm focused on client satisfaction.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Be part of a dynamic team driving operational excellence and enhancing client experiences.
- Qualifications: Proven leadership experience and strong communication skills are essential.
- Other info: This role is based in Birmingham, offering a chance to make a real impact.
The predicted salary is between 36000 - 60000 £ per year.
Role title Client Service & Operations Manager
Reporting to: CS&O Manager
Location: Birmingham
Hours of work: 35 hours p/w
SMCR Function: Conduct
Purpose of role
As the Client Services & Operations Manager you will oversee a team of Client Operations professionals, including Paraplanners, Administrators and support staff, that delivers efficient & timely processing, regulatory compliance, and a consistent high quality client and adviser experience.
The role holder will support the Regional Head in the development and delivery of efficient and effective operations support, maintaining the high standards our clients expect, supporting our financial advisers, and driving operational excellence throughout the client journey within a designated Ascot Lloyd region.
Key Responsibilities
Team leadership and support
- Lead and manage a professional client operation team(s) to deliver outstanding and timely operational support to our advisers and excellent service to our clients
- Work with other Managers and the Regional Heads to establish, deliver and measure agreed goals and objectives.
Operational Excellence and service delivery
- Work closely with other Managers to ensure consistency, best practice and continuous improvement in terms of service delivery.
- Accountable for the day-to-day workflow management of the client operations team(s) for which the role assumes responsibility (location dependent).
- Ensure the delivery of first-class support services across a full range of financial planning products and services.
- Identify areas for process improvement and work with the Regional Head to effectively design and deliver solutions.
- Provide operational & expertise and act as a point of referral for complex queries associated with the operational functions.
People Management and Development
- Develop an environment where people have the opportunity to learn, grow and develop.
- Mentor and coach your team, fostering a culture of growth through teamwork, collaboration, and a continuous improvement mindset.
- Cascade critical updates on processes, products and market developments to your team
- Complete regular performance reviews in accordance with Ascot Lloyd HR requirements.
- Work with the Regional Head and HRBP to ensure sufficient resource across operational areas to manage business levels to effectively service our clients and advisers
Strategic Projects
- Actively participate in key strategic projects that drive operational efficiency and improve client / adviser experience.
- Work with Regional Head and peers to accommodate and effectively integrate new business following acquisitions
- Provide operational input into operations management team on resource alignment, meeting business objectives and developing the Ascot Lloyd proposition
Risk Management
- Embrace the company’s risk framework and promote a risk aware culture that aligns with the company’s risk appetite
- Ensure that your team complete regular Regulatory & Compliance training
SM&CR Responsibilities
As an FCA regulated Company, Ascot Lloyd are required to adhere to the Senior Managers and Certification Regime (SM&CR), to develop a culture where employees take personal responsibility for their own actions.
Individual Conduct Rules
- You must act with integrity
- You must act with due care, skill and diligence
- You must be open and co-operative with the FCA, PRA and other regulators
- You must pay due regard to the interests of customers and treat them fairly
- You must observe proper standards of market conduct
- You must act to deliver good outcomes for clients
Experience / Skills Required
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Leadership & Team Development: Proven experience in supervisory roles, including mentoring junior staff.
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Process Improvement & Organisation: Confident driving procedural change; proactive, well-organised, and able to prioritise effectively.
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Communication & Interpersonal Skills: Strong written and verbal communication with excellent relationship-building ability.
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Delivery Focused: Tenacious, resilient, and committed to seeing tasks through to completion.
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Confidentiality & Integrity: Trusted to manage sensitive information with discretion.
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Analytical & Detail-Oriented: Quick to gather relevant data with a strong focus on accuracy and record keeping.
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Technical Expertise: Provides advice support; proficient in research tools, templated suitability reports, and CIP frameworks.
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Industry & Systems Knowledge: In-depth understanding of financial services and Ascot Lloyd back office/platform systems.
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IT Skills: Highly computer literate with advanced Excel proficiency.
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Client Services & Operations Manager employer: Ascot Lloyd group
Contact Detail:
Ascot Lloyd group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services & Operations Manager
✨Tip Number 1
Familiarise yourself with the financial services industry and Ascot Lloyd's specific operations. Understanding their products and services will help you speak confidently about how you can contribute to their goals during interviews.
✨Tip Number 2
Highlight your leadership experience by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific challenges you've faced and how you overcame them to improve team performance.
✨Tip Number 3
Demonstrate your commitment to operational excellence by researching best practices in client service delivery. Be prepared to share ideas on how you would implement these practices within the role to enhance client and adviser experiences.
✨Tip Number 4
Network with professionals in the financial services sector, especially those who have experience in client operations. This can provide valuable insights into the role and may even lead to referrals that could strengthen your application.
We think you need these skills to ace Client Services & Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client services and operations management. Emphasise your leadership skills, process improvement initiatives, and any experience in the financial services sector.
Craft a Compelling Cover Letter: Write a cover letter that specifically addresses the key responsibilities outlined in the job description. Use examples from your past experiences to demonstrate how you meet the requirements, particularly in team leadership and operational excellence.
Showcase Your Skills: In your application, clearly outline your communication and interpersonal skills. Provide examples of how you've built relationships and led teams effectively, as these are crucial for the role.
Highlight Process Improvement Experience: Discuss any previous roles where you successfully identified areas for process improvement. Detail the steps you took and the outcomes achieved, as this aligns with the expectations of the Client Services & Operations Manager position.
How to prepare for a job interview at Ascot Lloyd group
✨Showcase Your Leadership Skills
As a Client Services & Operations Manager, you'll be leading a team. Be prepared to discuss your previous leadership experiences, how you've mentored others, and the strategies you used to foster a collaborative environment.
✨Demonstrate Process Improvement Knowledge
Highlight your ability to identify areas for process improvement. Share specific examples of how you've successfully implemented changes in past roles, focusing on the positive outcomes that resulted from those changes.
✨Communicate Effectively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and concisely, and be ready to discuss how you've built relationships with clients and colleagues in the past.
✨Understand Regulatory Compliance
Familiarise yourself with the Senior Managers and Certification Regime (SM&CR) and other relevant regulations. Be prepared to discuss how you ensure compliance within your team and the importance of maintaining high standards in client service.
