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Client Relationship Manager

Banking Operations
£60,000 - £65,000 
United Kingdom
11-05-2022 12:06 PM
Role: Client Relationship Manager 
Positions: Permanent 
Salary: £60,000 - £65,000 

Overview of the role:
  • Deliver client service to an excellent standard. Ensure proactive management complimented by regular service & commercial reviews and following up on agreed actions in a timely manner. This should include a full annual review of commercial performance presenting findings & recommendations. 
  • Collaborative approach to relationship management working closely with clients to build trust and understanding to help deliver positive customer outcomes.
  • Drive revenue growth through commercial engagement and focus on deepening relationships through identifying needs and delivering other chargeable products & services.
  • Conduct annual client surveys reporting findings & recommendations.
  • Present client updates to the Leadership Team as required.
  • Lead a client focused culture. Emphasis on ownership of client service, identifying root causes of issues and/or complaints and implementing sustainable fixes.
  • Deliver service to agreed SLA’s and proactively engage in regular updates to clients either weekly, monthly or as required depending on the client type, value or need.
  • Ensure all processes, procedures and policies are followed to current regulatory & policy standards and sufficient controls are deployed to manage risks and exceptions in a timely manner.
  • Produce detailed analysis of service & operational issues with an emphasis on identifying and fixing root causes.
  • Use robust management information to assist in planning, prioritising & decision-making escalating where appropriate.
  • Ensure proactive communication with all clients – particularly with respect to service & change.
  • Manage the day-to-day oversight of the business, raising any issues to the Head of Client Relationship Management.
  • Build strong stakeholder relationships across the company as a whole. Key to this is the relationship with Operations & IT in particular.
  • Handle escalated customer issues & complaints as appropriate.
  • Continually review the way the function operates and challenge the robustness of procedures as it evolves, prioritising and facilitating required enhancements accordingly.
  • Represent the function appropriately to ensure complete adherence to; and understanding of; the risk and compliance frameworks set out by the COO, Head of Compliance, and the wider Group as a whole.
  • Responsibility to ensure that key CASS information relating to the clients is up to date and accurate, any material changes are to feed into the CASS Resolution Pack within 5 business days. Confirmation is to be provided via a monthly attestation.
  • Ensure proactive communication with all clients – particularly with respect to changes to product.
  • To work with 2nd line (Compliance & Risk) and 3rd line (Audit) on any reviews that pertain to the product area and ensure agreed actions completed by the agreed deadline.
  • To complete performance management requirements for all staff, requesting training or up-skilling where appropriate for business or role requirements.
  • To work with other members of the company to embed the culture of the Company, its values, policies and procedures.
  • To ensure that there are sufficient staff and financial resources available in the function to deliver agreed service & change objectives.
  • To maintain an effective team to manage the function on a day-to-day basis, through strong talent management and development.
  • To attend industry conferences & forums as appropriate.
Key skills required:
  • Demonstrable experience providing exemplary client services, driving consumer outcome and evidencing revenue growth.
  • Highly effective communicator with both external clients and internal stakeholders.
  • Adept at creating Use robust management information to assist in planning, prioritising & decision-making escalating where appropriate.
  • Direct line management experience preferred but not essential. 
  • 5 years relevant Client Relationship Management experience ideally from the Platform/Wealth Management or Investment Management industry although broader Financial Services experience will still be considered. 

Josh Angus

Managing Director

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