Client Success Manager in Leeds

It is an exciting time to join us at Redmayne Bentley. After recently celebrating our 150th year in business, we are embarking on the next stage of our firm-wide strategy to build, improve and develop upon our strong, historic foundations. Our mission is to provide excellent personal investment services that enhance clients' wealth, and this new role is going to play a major role in how we achieve it.

Your efforts will be central to our efforts to enhance client outcomes across all service lines and ensure that our vulnerable customers receive the support and outcomes they need and expect from us. Working directly with the Director of Operations, this role will have a wide remit to collaborate and partner with our talented teams, as we all work together to meet our Consumer Duty obligations as well as our own ambitions for continuous improvement.

You will be empowered to be the 'champion of the client' in project and operational manager meetings, using the data you have collected and analysed from client feedback. You will also be an influential contributor to some of our committees, providing key reports and updates on the progress of any strategic initiatives related to your work.

This role is ideal for someone who has significant experience and understanding of excellent client journeys, as well as the ability to dig deep into the data to find out what it is telling us. This role does not exist in a vacuum, so it needs someone who is willing to both coach and challenge colleagues at all levels to ensure that we meet or exceed our client's expectations and outcomes.

Further specific details about the role can be found in the job description attached to this advert. As a newly created role, your efforts and approach will have a significant part to play in the success and future development of this opportunity.

• Significant experience in Customer Success/Client Service/Relationship Management within wealth/investment management or regulated financial services.
• Well-established understanding of FCA Consumer Duty, TCF, COBS/PROD, and vulnerable customer frameworks.
• Previous experience adapting client journeys and processes to reflect regulatory changes.
• Proven experience designing and running customer testing, including accessibility and clarity/reading-age checks.
• Knowledge of UAT and change controls.

• CISI/CII/CFA Qualifications

• Client Focused – consistently keeping client outcomes at the heart of decision making.
• Collaborative Team Player – plays an active role in maintaining a supportive environment and encouraging collective success.
• Commercially Aware – can clearly identify and articulate tangible business benefits of excellent client outcomes.
• Data Savvy – confident user and developer of KPIs, SLAs and other MI for effective decision making.
• Impactful Communicator – able to successfully collaborate and influence colleagues, senior managers and directors.
• Innovative – willing to embrace new technologies and ideas to improve processes and outcomes.
• Leader of Change – visible promoter and driver of change to improve client journeys and outcomes.
• Rigorous – maintains high standards of delivery and holds a strong risk and control mindset.
• Resilient under Pressure – able to prioritise effectively and deliver high-quality outputs within critical deadlines.

We also expect all candidates to demonstrate our core values of Excellence, Integrity, Respect, Responsibility and Teamwork.

• Pension Scheme
• Private Medical Insurance
• Employee Assistance Programme
• Travel Loans and Cycle to Work
• Reward and Recognition Schemes
• Hybrid Working
• Group Life Assurance
• Generous Family Leave Entitlements