Client Support Manager

The Titan Group provides a broad range of services across the whole wealth value chain - from financial planning, investment management through to platform, trading, settlement and custody services. Its strategy is to offer modular, incremental services to its clients allowing them to adjust their business models as and when they choose to. Titan Wealth is expanding rapidly through strategic acquisitions, offering a unique combination of start-up energy and the security of private equity backing.

Titan Wealth Partners (TWP) is a subsidiary of Titan Wealth. Our focus is providing best-in-class advice on wealth management, employee benefits, and retirement planning. Our mission is to help businesses and their employees explore, set, and achieve their financial goals.

The Client Support Manager (Private Client) is responsible for leading and managing a high-performing client administration team, ensuring that they consistently work towards best-in-class service standards. As a trusted leader, you will embody and promote the organisation’s values, ensuring that the right culture is cultivated within the team.

• Trusted Leadership & Team Culture: Act as a trusted leader, setting an example in integrity, professionalism, and fairness. Ensure the company’s culture and values are embedded within the team, promoting a collaborative, supportive, and high-performance work environment. Build and maintain trust with team members, advisers, clients, and other stakeholders, ensuring that all interactions are consistent with the company’s values. Lead the team in a way that fosters transparency, mutual respect, and open communication.
• Team Management & Development: Lead, coach, and support the client administration team, ensuring high motivation and performance across all roles. Promote a positive team culture, encouraging collaboration, continuous learning, and professional development. Ensure that recruitment, training, and performance management processes are aligned with company values and best practices.
• Operational Excellence: Ensure the team consistently adheres to 'best in class' processes, delivering high-quality, timely, and accurate services. Oversee the efficient management of client records within the Intelligent Office system, ensuring compliance with internal standards and regulatory requirements. Manage and prioritise workloads effectively, ensuring smooth and efficient operations even during peak periods. Monitor invoicing, income recording, and matching processes to ensure accurate financial administration.
• Process Adherence & Improvement: Maintain a focus on continuous process improvement, ensuring that workflows are optimised without sacrificing quality or service delivery. Identify and address any inefficiencies in current processes, working collaboratively with other teams to implement solutions. Ensure that all team members follow established procedures and actively contribute to maintaining high operational standards.
• Relationship Management & Collaboration: Build and maintain strong, trusted relationships with advisers, clients, internal teams, and external providers. Work closely with the Head of Operations and other senior managers to ensure the team’s operations align with the wider business strategy and goals. Promote a culture of collaboration across departments, ensuring that all stakeholders are engaged and working towards common objectives.
• Risk & Compliance: Act as a role model for adherence to regulatory requirements, ensuring that the team operates within the guidelines set by the FCA and the company. Ensure that Treating Customers Fairly (TCF) and Retail Conduct Risk (RCR) principles are fully embedded in team processes and decision-making. Identify potential risks and escalate them appropriately, always maintaining a focus on client fairness and business integrity.

Job Requirements:

• Experience within a regulated financial services environment, with knowledge of FCA requirements and the financial services sector.
• Proven experience managing an administration team, ensuring high levels of service and operational efficiency.
• Strong understanding of compliance, risk, and governance within financial services operations.
• Progress towards a regulated diploma in Financial Planning (QCF Level 4) or equivalent is preferred.
• Familiarity with Intelligent Office or similar client management systems is highly desirable.

Our employees are talented people, distinguished by excellence. You will be able to demonstrate a willingness to embrace the Company values of:

• Professionalism - how we treat our clients and colleagues.
• Trust - embrace innovation and adapt to change.
• Innovation - dare to create and don't fear failure.

Terms:

• Competitive salary
• Private Medical Insurance post probation
• Attractive Employee Pension Scheme (7.5% employer & minimum 3% employee)
• 25 days Annual Leave (plus buy and sell up to 5 days)
• Office Christmas close (3-days)
• Life Assurance
• Health cash plan
• Hybrid working
• Discretionary performance related bonus
• Employee Assistance Programme
• Lunch and snacks provided in the Bristol office.
• And lots of flexible benefits to choose from!