Client Support Manager
- Hiring from
- United Kingdom
- Work type
- Hybrid
- Posted
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Titan Wealth is a fast-growing wealth management business, both in the UK and internationally. It has evolved a fairer, more efficient and effective business model, structured to deliver leading advice-led wealth management services, giving financial advisers and their clients the best opportunity to fulfil their dreams and ambitions.
We provide a dynamic work environment full of opportunity, one where both individual and team initiative and contribution is encouraged, so that together we can deliver better outcomes for our clients over the long term.
The Private Client Administration Manager is responsible for leading and managing a high-performing client administration team, ensuring that they consistently work towards best-in-class service standards. As a trusted leader, you will embody and promote the organisation’s values, ensuring that the right culture is cultivated within the team. This includes fostering an environment of trust, accountability, and collaboration. The role requires a strong focus on operational excellence, adherence to established processes, and continuous development of the team to ensure that client services are delivered efficiently and accurately.
The successful candidate will be solution-oriented, capable of handling multiple workloads, and committed to upholding and driving the company’s culture throughout all team interactions.
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.
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- 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.
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- 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.
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- 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.
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- 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.
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- 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.
Risk & Compliance:
Relationship Management & Collaboration:
Process Adherence & Improvement:
Operational Excellence:
Team Management & Development:
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.
- Experience within a complex, fast-paced or high-growth organisation is desirable.
- 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.
Desirable:
Key Skills & Behaviours
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.