Client Liaison Manager

kingswood-group.com; Glasgow; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading integrated wealth management group in Glasgow is seeking an experienced Client Liaison Manager to oversee client service operations. You will lead a team, ensure high standards of client care, and assist with financial reporting. The ideal candidate has a strong background in customer service within financial services and excellent people management skills. This full-time position offers competitive benefits including annual leave and healthcare.

Benefits

26 days annual leave including birthday off

Contributory pension scheme

Private Healthcare

Life assurance

2 charity volunteer days

Career Development

Cycle to work scheme

Qualifications

• Proven track record in Financial Services Operational environment.
• Ability to prioritize workloads for best client service.
• Experience in achieving results, deadlines, and SLAs.

Responsibilities

• Lead, supervise and motivate Client Liaison Administrators.
• Meet and greet clients and other visitors.
• Assist advisers in creation of client financial reports.

Skills

Customer service excellence

Client focus

People and performance management

Problem solving

Ability to adjust to challenges

Job description

We are looking for an experienced Client Liaison Manager/Office Manager to join us on a full-time, permanent basis at our Glasgow office.

You'll be responsible for providing support to a team of Finance Administrators and provide support to the National Client Liaison Manager with operational management tasks. As a Client Liaison Manager, you will actively train, coach, support and monitor your team’s performance and provide regular feedback. You’ll be someone who can prioritise workloads to ensure our clients and teams are given the very best service and support.

Please note, this role will require in-person office visits to Glasgow and regular travel to other site locations where necessary.

What you’ll do as a Client Liaison Manager:

• Lead, supervise and motivate a team of Client Liaison Administrators by setting clear goals and support the daily operations including monitoring performance.
• Meet and greet clients and other visitors to the office
• You will be required to assist advisers in the creation of client financial reports and letters, including compilation of annual review packs, production of valuations and client investment reports and ensuring that these are recording accurately and in a timely manner
• Maintain oversight of Individual Training Plans, MI and assist in the analysis and identification of relevant trends and issues, making appropriate recommendations and implement appropriate actions.
• Support a culture of continuous improvement with a view to continually seek ways to improve customer service, quality and efficiency.
• Take appropriate steps to maximise efficiency of colleagues and operational processes
• Responsible for monitoring the quality of work across client interaction work and business processing and escalateto management where appropriate
• Sign off staff holidays and ensure adequate cover for the office is made
• Proactively review QA results, ensuring any follow up or corrective action is relevant and carried out timely, to achieve QA targets.
• Support the Training and development framework in delivering a right 1st time approach that also empowers colleague development within the business
• Ensure shared working area is kept up to date and all client documents are saved on the X drive when finalised
• Maintain up to date client and colleague records according to the company standard
• Act as a point of contact for clients in the Wealth Planner’s absence and deal with client queries, including booking client meetings
• Provide support over a very wide range of tasks. Responsibilities will vary considerably. The role holder will need to be comfortable build strong relationships with all Kingswood colleagues.
• Contribute to project work, providing thought leadership and SME knowledge
• Celebrate success, recognise your colleagues for a job well done and create positive culture and client centric ethos across the team.
• Lead your team through any merger related activity as we combine our business with Mattioli Woods

This list is not exhaustive, and the role holder will be expected to undertake any other task as reasonably requested by their line manager where appropriate training and/or guidance is provided.

What we’re looking for:

• Proven track record of excellent Customer service within a Financial Services Operational environment
• Able to demonstrate a strong client focus
• People and performance management
• Have a can-do attitude
• Problem solving and decision-making ability outside of established procedures but within a policy framework
• Ability to adjust to challenges and pressures in the day-to-day business
• experience of achieving results, deadlines and SLA's

Our benefits

• 26 days annual leave including a day off for your birthday (plus bank holidays)
• Contributory pension scheme
• Private Healthcare
• Life assurance
• Health insurance
• 2 charity volunteer days
• Employee recognition
• Recruitment referral
• Career Development
• Cycle to work scheme

About Kingswood

Kingswood Holdings Limited (trading as Kingswood) is an AIM-listed integrated wealth management group, with more than 19,000 active clients and c. £10 billion of Assets under Management. It has a growing network of offices across the UK as well as offices in New York and Johannesburg. Clients range from private individuals to some of the UK’s largest universities. The Group’s vision is to become a leading global provider of trusted wealth planning and investment management solutions to clients, underpinned by investment in people and innovation in technology to support our advisers and clients.

Our Diversity, Equality and Inclusion commitment

At Kingswood Group we're all about our people and are committed to recruiting and maintaining a diverse workforce. We celebrate, recognise, and appreciate our differences, irrespective of background, race, religion, age, gender, sexual orientation, or disability. We're continually learning and improving our processes and policies to ensure an inclusive culture for all our Kingswood colleagues. Join us on our journey and apply today.