Client Support Manager

We’re looking for an experienced Regional Client Services Manager to provide strategic and operational leadership across our Client Services function within a defined region.
This is a senior leadership role focused on people leadership, process excellence and regional performance rather than hands-on administration. You’ll oversee 4 Client Service Managers (CSMs), with span of control of 40 individuals by ensuring consistent adoption of standard operating procedures, and drive high-quality, and compliant client service outcomes across multiple offices.
Reporting to the Client Operations Director, you will be responsible for the overall performance, development and effectiveness of client services teams within your region. This includes leadership of managers, workforce planning, operational oversight and continuous improvement.
The role is regionally based, with travel required across regional offices and occasional national travel in line with business needs.

Responsibilities

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.

About you

Essential Experience

- Proven experience leading and developing a large team of Financial Planning Administrators (circa 2 years)

- Strong people management experience, including performance management, coaching, mentoring and handling challenging conversations.

- Experience operating within a regulated financial services environment, with a sound understanding of compliance, risk and governance requirements.

- Experience driving operational efficiency and service excellence within an administration function.

Desirable:

- Experience within a complex, fast-paced or high-growth organisation is desirable.

Key Skills & Behaviours

- Credible and trusted leader who inspires high performance, accountability and collaboration.

- Strong coaching and mentoring skills, with the ability to develop and retain talent.

- Data-driven and solutions-focused, using insight to identify opportunities and deliver improvements.

- Highly organised, with the ability to manage competing priorities and effectively delegate workload.

- Excellent communication and stakeholder management skills, with the ability to influence at all levels.

- Champion of a positive, inclusive and values-driven culture.

Proficient in Intelligent Office or similar client management systems.

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

Creativity – we recognise we need new ways of thinking, learning and doing to both improve our own productivity and efficiency as well as to help us stay ahead of competitors.

Commitment – we are team with the willingness to put time, effort and energy into driving change in the organisation, going the extra mile.

Collaboration – we need teamwork amongst ourselves and with partners to generate more innovative, efficient and effective solutions and thereby a greater sense of achievement.

Terms
- Competitive salary
- Attractive Employee Pension Scheme (7.5% employer & minimum 3% employee)
- 25 days Annual Leave + public holidays
- Buy and sell holidays up to 5 days
- Office Christmas close (3-days) 
- A range of benefits which includes private medical insurance, Group life insurance, and income protection insurance.
- Hybrid working
- Further education and training support
- Discretionary performance related bonus
- Confidential Employee Assistance Programme
- 2 days per year for voluntary work
- And lots of flexible benefits to choose from!

The Titan Wealth Group is firmly committed to fostering an inclusive and equitable environment for everyone who works with us, regardless of their race, age, gender, sexual orientation, religion, physical ability or disability, or political affiliation. We believe that having a diverse team allows us to create the best possible outcomes for our clients and team members. We strive to provide equal opportunities in all aspects of the workplace with respect to recruitment and career advancement, pay and benefits, training and development opportunities and other job-related activities.