Client Services & Ops Manager - Bham

Role title Client Service & Operations Manager

As the Client Services & Operations Manager you will oversee a team of ~ 20 local Client Operations professionals, including Paraplanners, Administrators and support staff, that delivers  efficient & timely processing, regulatory compliance, and a consistent high quality  client and adviser experience.

Key Responsibilities

• Lead and manage a professional client operation team(s) to deliver outstanding and timely operational support to our advisers and excellent service to our clients
• Work with other Managers and the Regional Heads to establish, deliver and measure agreed goals and objectives.
• Work closely with other Managers to ensure consistency, best practice and continuous improvement in terms of service delivery.
• Accountable for the day-to-day workflow management of the client operations team(s) for which the role assumes responsibility (location dependent).
• Ensure the delivery of first-class support services across a full range of financial planning products and services.
• Identify areas for process improvement and work with the Regional Head to effectively design and deliver solutions.
• Provide operational & expertise and act as a point of referral for complex queries associated with the operational functions.
• Develop an environment where people have the opportunity to learn, grow and develop.
• Mentor and coach your team, fostering a culture of growth through teamwork, collaboration, and a continuous improvement mindset.
• Cascade critical updates on processes, products and market developments to your team
• Complete regular performance reviews in accordance with [Employer hidden — view at passion-project.co.uk] HR requirements.
• Work with the Regional Head and HRBP to ensure sufficient resource across operational areas to manage business levels to effectively service our clients and advisers
• Actively participate in key strategic projects that drive operational efficiency and improve client / adviser experience.
• Work with Regional Head and peers to accommodate and effectively integrate new business following acquisitions
• Provide operational input into operations management team on resource alignment, meeting business objectives and developing the [Employer hidden] proposition
• Embrace the company’s risk framework and promote a risk aware culture that aligns with the company’s risk appetite
• Ensure that your team complete regular Regulatory & Compliance training

Experience / Skills Required

• Leadership & Team Development: Proven experience in supervisory roles, including mentoring junior staff.
• Process Improvement & Organisation: Confident driving procedural change; proactive, well-organised, and able to prioritise effectively.
• Communication & Interpersonal Skills: Strong written and verbal communication with excellent relationship-building ability.
• Delivery Focused: Tenacious, resilient, and committed to seeing tasks through to completion. Experienced in hands on paraplanning is essential.
• Confidentiality & Integrity: Trusted to manage sensitive information with discretion.
• Analytical & Detail-Oriented: Quick to gather relevant data with a strong focus on accuracy and record keeping.
• Technical Expertise: Provides advice support; proficient in research tools, templated suitability reports, and CIP frameworks.
• Industry & Systems Knowledge: In-depth understanding of financial services and [Employer hidden] back office/platform systems.
• IT Skills: Highly computer literate with advanced Excel proficiency.