Mass Affluent Executive Team Leader

Join us as the Mass Affluent Executive Team Leader, where you’ll play a key role in delivering a seamless, high‑quality experience to prospects and clients across our rapidly growing Mass Affluent planning and advice proposition. This role sits at the heart of our planning‑led offering, ensuring clients receive timely, accurate and supportive servicing throughout their journey.

As the Support Team Leader, you’ll guide the team through a range of administrative responsibilities, including the full lifecycle of pension Letter of Authority (LOA) management, assisting Wealth Planners with data work for pension transfer reviews, drawdown and annuity support. Your team will also handle multichannel client support—spanning onboarding help and digital journey assistance.

Your mentorship will be crucial in creating a consistently excellent servicing environment, helping the team act as a smooth link between digital channels, Wealth Planners, Wealth Managers and the wider operational ecosystem. You’ll help drive process improvements, encourage meaningful internal collaboration and shape an efficient, client‑centred model that continues to develop as the proposition grows.

This is an opportunity to shape the client experience end‑to‑end—building a team culture grounded in thoughtful customer care, while reducing friction across our client journeys. You’ll also play an important part in embedding new processes, supporting governance, and maintaining high service standards within a proposition that is central to the bank’s growth strategy.

• Practical people‑management and coaching experience
• Confident problem‑solving abilities
• A background in paraplanning or financial planning support
• Steady stakeholder‑management skills
• A thoughtful approach to identifying and managing risk

• Contributing to process improvements
• Knowledge of pensions and UK taxation
• Curiosity and adaptability in a fast‑changing environment

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job‑specific technical skills.

This role is based in Glasgow.

To manage client service and set the strategic direction. Provide support to the bank's senior management team, and to manage client service risk across the organisation.

• Development of strategic direction for client service, including the implementation of up to date methodologies and processes.
• Management of client service activities, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.
• Relationship management of client service stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
• Development and implementation of policies and procedures for client service.
• Management of client service risk, including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s client service and compliance functions.
• Monitoring the financial performance of the client service department, including revenue, profitability, and cost control.
• Conducting thorough market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear…