Client Service Manager; FTC)

Support Client Service Executives (CSEs) in Edinburgh & Glasgow in their day to day activities within the region and assist the Managing Directors to ensure efficiency and profitability within each Practice. This role retains overall accountability for the team's performance, service delivery and direction. This position can be based out of either the Edinburgh or Glasgow office.

Key responsibilities

• CSE line management, oversight and support covering two locations
• Ownership, co-ordination and prioritisation of workload within the CSE team ensuring Service Level Agreements are met at all times
• Identify and satisfy training and development of line reports within the practices, developing a culture of performance management, improvement and appraisal as a foundation for excellent organisational performance
• Hold regular one to one meetings with CSEs
• Conduct a thorough interview process for new hires, recruiting talent to ensure a high performing team
• Conduct annual appraisal meetings with feedback from Managing Directors and Advisers
• Provision of CSE duties if necessary
• Awareness of the CST Manual and contents – keep up to date with changes and cascade these to CSEs
• Identify and ensure definition and application of Best Practice, to instil continued improvement themes and efficiency gains, all with aim of excellent client experience and the right client outcomes
• Liaise with compliance to assist with complaint investigation
• Involvement in ad hoc project work as directed by Head of Wealth Planning Services /Managing Directors
• Roll out of new processes and training of CSEs as required
• Collaborate with various teams around the business as and when applicable
• Collaborate and work with colleagues within the Regions to ensure success and operational efficiency and profitability.

Regulatory responsibilities | Compliance/T&C

• Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.
• Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business. Follow principles and rules of the Financial Conduct Authority (FCA) and the internal requirements set out in the Compliance Manual, local and Group Compliance and Risk policies.

About you | Qualifications, skills and strengths

• Very strong knowledge of front to back working practices in Wealth Management, Asset Management or similar industry
• Good understanding of workflows to identify gaps in processes and update/maintain procedures
• Experienced in problem solving with a focus on the outcome not just the task.
• Strong Line Management experience focusing on mentoring and developing staff including objective setting, performance against objectives and succession planning.
• Ability to communicate and elevate potential issues in a prompt and effective manner.
• Ability to work with people at all levels and across the business
• Confidence and ability to challenge and influence others to achieve consistent approach
• Flexible approach to a changing organisation and organisational structure
• Able to multi task and work at pace while retaining attention to detail and a client service focus.
• Adhere to the core values of Trinity Bridge

At Trinity Bridge we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role.

To avoid…