Client Services Lead

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter oversees £126.3 billion in customer investments (as of August 2025). It offers financial advice, investment platforms, multi‑asset solutions and discretionary fund management.

The business comprises two segments:
Affluent and High Net Worth.

Affluent includes the financial planning business, Quilter Financial Planning, Quilter Investment Platform and Quilter Investors, the multi‑asset investment solutions business.

High Net Worth is the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands.

Level: 4

Location:

Southampton

Contract:

Permanent

Reporting into the Head of Client & Adviser Servicing, the purpose of this new role is to lead a small group of teams within Adviser & Client Servicing, ensuring the delivery of outstanding customer outcomes and operational excellence.

The role balances strategic and tactical responsibilities with accountability for service levels, KPIs, change initiatives and staff development. You will provide management cover for the Head of Client and Adviser Services as required and hold delegated responsibilities.

• Lead, develop, and motivate 2-4 direct reports (Team Managers), fostering a culture of service excellence and continuous improvement.
• Provide management cover during absences and act as delegate for the Head of Client and Adviser Services.
• Deploy teams effectively, balancing delivery of goals with skill development.
• Maximise team performance through regular check‑ins, feedback, and coaching. Identify and support staff development needs.
• Take ownership of overall team engagement, ensuring results from engagement surveys are built into plans and acted upon.
• Promote inclusion, diversity and belonging, ensuring equal opportunities for all team members.

• Own service levels and KPIs for the sub‑area, ensuring performance is measured and improved.
• Build and maintain operations that deliver excellent service in line with agreed SLAs.
• Analyse Active Ops data and oversee performance, driving improvements and enhancements.
• Provide timely and accurate reporting to Senior Leadership.
• Participate in capacity planning processes.
• Maintain oversight of performance within the sub‑area.
• Utilise RCA and Customer Feedback to understand where there are improvement opportunities, take ownership and drive change.

• Maintain process ownership, including RCSA (Risk and Control Self‑Assessment) and risk management strategies.
• Ensure business activities comply with regulatory, governance and risk frameworks.
• Own audit processes and deliver timely responses to findings.
• Ensure key risk and FCA requirements are met, including T&C and TCF adherence.
• Conduct risk and compliance reporting, escalating issues as required.

• Balance strategic planning with day‑to‑day operational management.
• Provide input into wider ops strategy and ensure alignment with organisational goals.
• Lead and support change initiatives, including operational transformation and process enhancements, driving improvement and efficiencies in the area.
• Demonstrate commercial awareness of the latest trends and issues within the area of specialism.
• Represent Quilter at industry forums and events linked to area of responsibility.

• Work collaboratively with all leads across the area to ensure seamless service delivery.
• Build strong relationships with internal and external stakeholders.
• Encourage collaboration, teamwork, and open communication.
• Work closely with the Leads in the Operational Excellence area to optimise performance and customer outcomes.
• Cover for Head of Client and Adviser Services and hold delegated responsibilities as required.

This role will directly impact good customer outcomes…