Client Services Manager

About the Role

Client Services Manager sets the standard for exceptional client experiences. This role blends hands-on leadership with operational excellence—driving performance, streamlining processes, and building a high-performing team. You’ll lead by example, inspire your team to exceed expectations, and continuously improve service delivery, all while fostering a collaborative, client-first culture.

Reporting line: Head of Client Services

Location: Remote

What you'll do

• Lead, mentor and develop a team of client service associates - set clear expectations, give honest feedback, and run regular reviews that actually help people level up
• Own team workload, coverage and cross-functional collaboration so every client gets a fast, meaningful answer
• Build a culture of accountability, continuous improvement and client-first thinking. Set the standard by living it yourself
• Define & refine service standards, processes, and playbooks, making sure they’re followed in practice, not just on paper
• Play a key role in incident management, ensuring issues are brought to light swiftly
• Convert the queue to actionable insights, identifying trends and patterns to address
• Work closely with Service Design on system optimisation and client experience

Qualifications

• 3+ years of experience in prime brokerage or similar financial markets exposure
• A proven track record of leading, coaching and developing people, managing performance and running a service team day to day
• Excellent communication and relationship management skills. You build trust quickly, with clients and colleagues alike
• Strong problem-solving skills & ability to coordinate multiple stakeholders towards a fast resolution
• High attention to detail and a strong control & risk mindset