Retirement Client Services Manager

The Retirement Client Services Manager is a newly-created role reporting to the Head of Retirement and Managed Services in our direct-to-consumer platform. The platform is the fastest growing retail platform in the UK and pensions and retirement services are at the heart of how we intend to develop our client proposition. The business aims to win in retirement, and this role will be critical in enabling that success. You must be an exceptionally strong leader with a track record of building and leading high-performing teams. We're looking for someone who has a passion for clients and will help ensure that we effectively scale our business and drive increased efficiency in our operating model. You will be obsessed with better retirement outcomes for investors and will help define and create the retirement service with our Offer & Strategy team. The successful candidate will have a passion for pensions and retirement planning and amplify the business's position in the market through content and engagements with journalists. This role is perfect for someone who is visionary about how retirement offers may evolve over time to provide scalable solutions to investors.

Core Responsibilities

Operating Model

• Evaluate and evolve current operating model, bringing down the 'cost-to-serve' metric while still increasing client satisfaction.
• Partner with other key client service leaders to achieve best outcome
• Identify and lead projects that will improve the workflows, enhance the services we provide to clients, and/or develop new service initiatives.
• Partner with Head of CX Enablement on technology solutions to power efficiency and scale.
• Have a demonstrable passion for clients and the client experience. Strive to deepen client relationships, loyalty, and asset growth through "service to sales" strategies whilst looking to operate within the servicing ratios set out in the operational budgets.

Leadership of crew

• Hires, evaluates, and supervises crew
• Provides guidance and organises training to develop crew
• Sets and reviews performance standards, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Responsible for ensuring teams achieve target SLAs and that KPIs are met
• Lead, develop and mentor retirement specialists as well as managers of crew who interact with clients directly.
• Handle serious and escalated issues
• A good knowledge of pensions is essential for the role although it is not a technical expert we are looking for.
• Ensure appropriately qualified crew maintain their professional qualifications, CPD and professional status as required by our regulatory approvals.

Retirement Offer

• Act as the "Voice of Client" and use your own industry knowledge to help inform and work in partnership with the Head of Client Journeys and the Strategy & Offer function in evolving our retirement offer.

Engagement with press

• Help establish the business's reputation as a leader in retirement, working closely with our PR and marketing teams, helping develop content for clients and engagements with journalists.

General

• Develops and maintains proficient knowledge of business funds, products, and services as well as the competitive landscape.
• Effectively communicates strategies and plans to all impacted parties and ensures that a strong governance framework is in place
• * Participates in special projects and performs other duties as assigned