About the Role
Reporting to the Client Engagement Manager, this role will serve as the primary point of service delivery for WBS Clients, providing day‑to‑day client service and engagement in line with agreed service standards and the wider client engagement strategy. Key to this is the ability to manage client relationships proactively and directly, through regular structured reviews addressing service updates and planning. Consideration must also be given to the needs of underlying retail customers and how WBS is helping to promote good customer outcomes. This role is located in the London office.
Key Responsibilities
Customer Advocacy & Culture
- Act as Customer Champion, voicing the customer's perspective internally and externally to ensure WBS consistently delivers good customer outcomes.
- Build and maintain a strong culture of compliance, risk management, integrity and client focus, championing the Company's values, accountability and ethical leadership consistent with the Board‑defined culture.
Client Engagement & Relationships
- Manage day‑to‑day client engagement, ensuring timely and accurate responses to queries and coordinating internal stakeholders as needed; support delivery of the wider client engagement strategy alongside Relationship Management, Operations, Product and Delivery.
- Engage directly with client stakeholders to build productive relationships and help align WBS with their vision, strategy and roadmaps.
- Maintain proactive, regular communication with clients on service delivery and change.
- Regularly review the service provided to clients and understand challenges faced, sharing output with senior management.
Service Performance, Incidents & SLAs
- Own first‑line support for live client issues, providing timely resolution and root‑cause analysis, including raising and tracking JIRA requests to completion with appropriate escalation.
- Deliver service against agreed SLAs, ensuring SLA metrics feed into firm‑wide MI to evidence good customer outcomes.
- Partner with Relationship Managers and other stakeholders to ensure issues are communicated and escalated in a timely manner, both internally and directly with clients.
Query & Complaint Management
- Ensure customer complaints are logged, managed and responded to promptly per WBS policy and regulation, identifying root causes and flagging trends to management for review.
Client Due Diligence & KYC
- Complete daily client due diligence and monitoring (CDDM) tasks, including supporting client onboarding and periodic KYC/CDD reviews, ID&V and adverse media screening, and source of wealth research and financial documentation review.
- Respond to and coordinate client due diligence requests/responses, ensuring timely and accurate turnaround.
Data, Records & Reporting
- Create, maintain and update EOS user profiles as required.
- Maintain accurate, up‑to‑date client records in Salesforce.
- Produce detailed analysis of service and operational issues, including timely and accurate Client MI packs.
- Support development of the customer journey, considering the needs, characteristics and objectives of WBS clients and their underlying retail customers — including those with characteristics of vulnerability — at every stage.
- Stay up to date on financial products and services to effectively communicate and recommend them to clients.
- Work within and maintain the control framework for oversight of outsourced activities undertaken on behalf of WBS by clients.
- Ensure adherence to internal governance, systems and controls, exchange rules, FCA requirements and Company policies (compliance manual, staff handbook, IT security manual).
- Adhere to the risk and compliance frameworks.
Learning & Development
- Maintain personal commitment to CPD in respect of the role's core responsibilities.
Communication & External Relations
- Represent the Company and communicate effectively with WBS stakeholders, clients, employees, regulators, legal authorities and professional associations, with excellent communication and interpersonal skills at all levels.
- Attend industry conferences and forums as appropriate.
Required Skills and Knowledge
- 2 years+ relevant Institutional Client Relationship Management experience ideally from the Platform/Wealth Management or Investment Management industry although broader Financial Services experience will still be considered.
- Demonstrable experience providing exemplary client services, driving good consumer outcomes and delivering sustainable revenue growth.
- Highly effective communicator with both external clients and internal stakeholders.
- Adept at creating robust management information to assist in planning, prioritising & decision‑making escalating where appropriate.
