Our client is seeking an Assistant Manager for Client Support, responsible for leading a high-performing team of client service specialists to deliver efficient and high-quality client service across pension and trust administration activities. This role emphasises maintaining robust client relationships, championing operational excellence, and ensuring processes are executed in compliance with service standards, policies, and regulatory expectations. The post holder will guide, develop, and support team members to build a multi-skilled, cross-trained unit capable of managing a diverse range of clients and simultaneous operational tasks. A strong ability to influence positive outcomes for clients, distribution partners, and service providers is essential. The post holder will report directly to the Manager of Client Support.
Job Duties:
- Deliver client services to agreed standards, ensuring exceptional client satisfaction.
- Handle client instructions, enquiries, and transactions with speed and accuracy while communicating proactively with clients and stakeholders on progress and outcomes.
- Maintain full visibility of the team’s case workloads, monitoring client requests to completion within established timeframes while reviewing aged cases and escalating when necessary.
- Sign off enquiries, dealing instructions, and operational items within delegated authority.
- Monitor inward funds, resolve daily queries promptly, and support the recovery of fees in line with company policy.
- Keep accurate records across core business applications such as Salesforce, Acumen, and Accountability, producing workflow and case performance reports.
- Lead, coach, and mentor team members to build a high-performing unit, ensuring staff receive ongoing training to maintain technical and industry knowledge.
- Conduct appraisals, manage performance, and address resourcing gaps while running daily team meetings to set priorities and allocate workloads.
- Identify and implement process enhancements to boost efficiency and service quality while conducting quality reviews to ensure compliance with internal policies and standards.
- Collaborate closely with distribution partners and service providers for seamless operations while assisting with complex or escalated cases.
Job Requirements:
- Over 3 years of experience in pension and/or trust administration.
- Strong attention to detail and accuracy.
- Excellent written and verbal communication skills.
- Proven leadership capabilities including decision-making, coaching, conflict resolution, and stakeholder management.
- Exceptional organisational and time-management abilities.
- Methodical and consistent approach to task completion.
- Ability to effectively balance workload while ensuring personal wellbeing.
- Willingness to pursue suitable professional qualifications (PMI, STEP, ICSI, or similar).
What You’ll Love:
This role offers the opportunity to play a key part in enhancing client services within a collaborative environment. You will have ample chances for professional growth and will be supported in developing your skills in a dynamic regulatory overview. The organisation highly values personal and career development, ensuring a fulfilling work experience.
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