Division: Wealth COO
Location: London
Contract: 12 month FTC
Reporting to: Client Service Manager
Division: Charities
About the Role
In addition to carrying out CSE responsibilities, you will lead and manage the operational effectiveness of support staff across teams/desks, acting as a key liaison between Front Office and Operations. This role ensures consistent application of group-wide processes, drives process improvements, and supports capability development across the team
What you’ll be responsible for
- Line management , development and recruitment of support staff within designated teams/desks.
- Performance management of teams with specific KPIs
- Act as the primary escalation point between Front Office and Operations.
- Ensure group-wide processes are understood, followed, and embedded across teams.
- Lead and implement process changes to improve operational efficiency.
- Own and deliver structured training plans for new joiners.
- Support ongoing capability building and professional development of team members.
- Co-own and manage core client lifecycle processes in collaboration with Operations Managers.
- Maintain hands-on involvement with desk operations as appropriate to span and remit.
About you
If you meet some of these criteria and are excited about the role, we encourage you to apply
- Proven track record in managing support staff within a fast-paced operational or financial services environment.
- Demonstrated experience in leading process improvement initiatives and embedding operational change.
- Hands-on involvement in client lifecycle processes and desk-level operations.
- Strong background in managing escalations and resolving cross-functional issues
- Leadership & People Management: Strong ability to lead, coach, and develop teams.
- Stakeholder Management: Skilled in managing relationships across Front Office and Operations.
- Process Improvement: Experience in identifying inefficiencies and implementing change.
- Training & Development: Ability to design and deliver impactful training programs.
- Operational Knowledge: Deep understanding of desk-level operations and client lifecycle processes.
- Communication: Clear, confident communicator with strong influencing skills.
- Problem Solving: Proactive in resolving issues and managing escalations
- Technology & Tools: Proficiency in relevant systems used for client onboarding, workflow management, and team collaboration.
Client Service Lead - Charities employer: Rathbones
Rathbones is an excellent employer that fosters a collaborative and innovative work culture, particularly within our hybrid Business Delivery Change team. We offer a comprehensive remuneration package, including a pension, medical insurance, and discretionary bonuses, alongside ample opportunities for professional growth and development in the dynamic field of investment management.
