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- Tasks: Manage relationships with FinTech clients, ensuring satisfaction and loyalty.
- Company: Join Osborne Clarke, a leading international legal practice with a vibrant culture.
- Benefits: Enjoy competitive salaries, generous benefits, and a focus on health and wellbeing.
- Why this job: Be part of a fast-paced FinTech sector, supporting innovative companies and making an impact.
- Qualifications: Strong communication skills, client-focused mindset, and problem-solving abilities required.
- Other info: This is a 12-month fixed-term contract with opportunities for growth and development.
The predicted salary is between 36000 - 60000 £ per year.
Role profile
We are looking for a FinTech Client Service Manager to join our highly regarded FinTech team, housed within our Financial Institutions Group (FIG) based in our London office on a 12 month fixed term contract.
The FinTech Client Service Manager\’s role
This is a new and really exciting role. At its core is supporting our client service to FinTechs, one of our selected, strategic \’turbo-charged\’ areas.
FinTech is in our \’sweet-spot\’ between two of our biggest sectors -Financial Services (FS) and Technology, Media and Communications (TMC). Digital and technology is part of our DNA.
OC and FinTechs are alike at heart:
- Courageous – bold, agile, original
- Innovative – ambitious, entrepreneurial, future-focussed
- Approachable – non-hierarchical, collaborative, supportive.
FinTech is where the growth is! FinTechs are fast-moving and ambitious, change is the only constant, and they are ever-expanding, with new products and services, partnerships and transactions, and into new geographies.
We at OC have great credentials in this space, with deep experience of supporting FinTechs, including US-based ones, with market-leading regulatory practices and with great success building long-terms relationships.
What we have identified is that we need support in managing these FinTech clients. They have very high client service demands and expectations, they are often in high-growth mode, with many different workstreams, sophisticated budget and billing requirements, training programmes and international work. It is a particular feature of the
FinTech sub-sector that there are a lot of smaller (£100,000 plus OC income) clients which demand this attention – it is from these acorns that oak trees grow.
We see the role as an essential part of \’Client Service\’ and \’Client Relationship\’ deepening our relationship with existing clients (not \’Business Development\’ in the sense of sales and marketing). So the role involves working with the head of the Financial Services sector, Nikki Worden (Partner, FIG) and the FinTech sub-sector leader, Paul Anning (Partner, FIG), along with the relevant client partners, other key stakeholders in the FinTech sub-sector and the Financial Services sector, both nationally and internationally, and so sitting within the business rather than in Business Services.
Examples of our FinTech clients include: Airbnb, BVNK, ClearBank, Computershare, Coutts, Fintern, Gemini, GoCardless, gohenry, JPMorgan, Kraken,Liberis, Marqeta, Mastercard/Vocalink, Monzo, NewDay, Nomura, People Centre t/aRippling, Revolut, SquareTrade, and UK Finance.
The Client Service focus
The FinTech Client Service Manager\’s primary focus will be to ensure that a portfolio of FinTech clients are satisfied with the service they receive and remain happy and loyal clients. Ideally, your efforts will help grow the work we are instructed on, helping to secure higher value work, work across different service lines, and international work.
The role will involve both client facing and internal activities:
- Client facing – you will be regularly communicating with clients, understanding their goals, challenges, and preferences, providing solutions (for example, through our technology hub, OC Solutions), agreeing communication and billing protocols, and recognising opportunities for cross-selling, or referrals – this may be on your own, alongside the client partner or team, or with others from OC.
- Internal facing – you will be working with and supporting client partners and their teams across all aspects of their client service, including resolving issues or complaints, collecting and analysing feedback, reporting on client performance and satisfaction, assessing profitability, collaborating with other teams and developing and implementing client retention strategies.
The FinTech Client Service Manager\’s responsibilities
- Managing the relationships with OC\’s largest FinTech clients and key development clients, working directly with the core team of partners.
- Building our understanding of the clients, our contacts and our relationships.
- Attending face to face meetings with the clients, where appropriate, to help build the relationship, understand their needs, and discuss how we can help them.
- Arranging client events and socials – and going to them!
- Preparing documents and information for client relationship meetings, including gathering input internally.
- Helping with pitches, presentations, RFPs, and panel appointments.
- Helping arrange training, both technical and \’soft skills\’.
- Helping arrange secondments and other flexible working arrangements.
- Being the first/primary point of contact for any client relationship issues.
- Putting in place billing processes and reporting protocols.
- Dealing with financial and other housekeeping issues that clients face.
- Helping shape our support for clients, including identifying process efficiencies, technology solutions, and new opportunities.
- Supporting our understanding of client profitability, including supporting on rates and fee discussions.
- Communicating complex financial data analysis at key partner meetings.
- Preparing clear and concise reports for senior management of key relationship issues.
Technical skills and experience
- Great communication and interpersonal skills.
- Client focussed mindset.
- Problem-solving skills.
- Powers of negotiation and persuasion.
- Organisation and time management.
- Data analysis and reporting.
- Knowledge of the industry, market, and competitors.
- Familiarity with CRM software and tools.
Salary and benefits
We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.
Our recruitment process
We welcome direct applications for our opportunities – if you would like any further information about this role or the firm, we would be delighted to hear from you. Please contact, in complete confidence, Angharad Jenkins on angharad.jenkins@osborneclarke.com or +44 117 917 3127
Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.
We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.
About Us
Osborne Clarke is an international legal practice with over 330 Partners and more than 1,260 talented lawyers in 26 locations*. Our sector-based approach enables us to help our clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. Advising them both comprehensively and commercially. We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it\’s fundamental to our success.
At Osborne Clarke we value difference and encourage applicants from all backgrounds. We want everyone to feel that OC is a place where you can be yourself and belong, and our range of interest groups and diversity networks – not to mention our great teams – are a part of making that a reality.
*Services in India are provided by a relationship firm
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FinTech Client Service Manager (12 month FTC) employer: Osborne Clarke
Contact Detail:
Osborne Clarke Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land FinTech Client Service Manager (12 month FTC)
✨Tip Number 1
Familiarise yourself with the FinTech landscape and the specific clients mentioned in the job description. Understanding their needs and challenges will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Network with professionals in the FinTech sector, especially those who have experience in client service roles. Attend industry events or webinars to build connections and gain insights that could be beneficial for your application.
✨Tip Number 3
Demonstrate your problem-solving skills by preparing examples of how you've successfully managed client relationships or resolved issues in previous roles. This will showcase your ability to handle the demands of high-growth FinTech clients.
✨Tip Number 4
Research Osborne Clarke's approach to client service and their values. Aligning your personal values with theirs can help you articulate why you're a great fit for the role and the company culture during interviews.
We think you need these skills to ace FinTech Client Service Manager (12 month FTC)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and expectations of the FinTech Client Service Manager role. Tailor your application to highlight how your skills and experiences align with the specific requirements mentioned in the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience you have in client service, particularly within the FinTech or financial services sectors. Use specific examples to demonstrate your problem-solving skills and ability to manage client relationships effectively.
Showcase Communication Skills: Since great communication is key for this role, ensure that your application reflects your strong interpersonal skills. Use clear and concise language, and consider including examples of how you've successfully communicated complex information to clients or stakeholders in the past.
Tailor Your Cover Letter: Craft a personalised cover letter that not only expresses your enthusiasm for the role but also addresses how you can contribute to the FinTech team at Osborne Clarke. Mention specific clients or projects that resonate with you and explain why you're excited about the opportunity to work with them.
How to prepare for a job interview at Osborne Clarke
✨Understand the FinTech Landscape
Before your interview, make sure you have a solid grasp of the FinTech industry. Familiarise yourself with key players, trends, and challenges that FinTechs face. This knowledge will help you demonstrate your passion for the sector and your ability to engage with clients effectively.
✨Showcase Your Client Service Skills
As a FinTech Client Service Manager, your role revolves around client satisfaction. Prepare examples from your past experiences where you've successfully managed client relationships, resolved issues, or improved service delivery. Highlight your problem-solving skills and how you can apply them in this role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle client demands and expectations. Think about how you would approach various situations, such as managing a dissatisfied client or coordinating with internal teams to deliver solutions. Practising these scenarios can help you articulate your thought process during the interview.
✨Demonstrate Your Communication Skills
Effective communication is crucial in this role. Be prepared to discuss how you would communicate complex information to clients and internal stakeholders. During the interview, focus on being clear and concise in your responses, showcasing your interpersonal skills and ability to build rapport.
