Head of Client Service

SEI Investments Company; London; Hybrid; GBP 50,000 - 90,000

Job description

As a leader of Private Banking’s Client Service Team, you will be directly responsible for the delivery of Client Services, and the management of Client Service Professionals with a direct reporting line to the COO.

You will be responsible for the investigation, analysis, and resolution of Incidents and other identified issues affecting multiple Firms. You will develop and implement standards, processes, and procedures across the Client Service Team. You are responsible for ensuring superior client service to Private Banking’s Firms, providing prompt, accurate, and complete responses and resolutions to incidents, client inquiries, and other service issues.

You will also direct the training, performance, and development of Client Service Professionals, and ensure that your group is appropriately prioritizing, addressing and completing assigned responsibilities. You will assume direct responsibility, as required, for complex, difficult, or other significant non-routine matters, and develop and maintain direct relationships with client firms. You will develop and maintain positive relationships with internal colleagues supporting the delivery of Private Banking services, and identify and implement opportunities to improve SEI’s delivery of services to Firms.

As a member of the Private Banking Unit, you will work individually and with others to achieve critical unit objectives. You are responsible for keeping stakeholders advised of all matters which may have a significant relationship, financial or other effect with respect to Firms, internal colleagues, team members, or Private Banking management.

What you will do:

• Manage a group of Service Professionals in their day-to-day activities to promote a superior client experience for assigned Firms
• Organise and distribute work-load among your team of Service Professionals, to ensure daily coverage of all Firms
• Train, mentor, and advise Service Professionals regarding skill development and career opportunities
• Direct the SEI client experience by assuring appropriate resource alignment, effective delivery of services to SLA’s, leading key communications and acts as an escalation point for critical service delivery issues
• Assume direct responsibility where applicable, for key Firm business, technical and integration Incidents or issues that require executive expertise and/or judgment
• Build strong direct relationships with Firms while managing and addressing Firm critical objectives and expectations, and leverage knowledge of Firm business processes and operational infrastructure to solve business needs with SEI’s solutions
• Work with Relationship Managers in client account planning and sales activities
• Evaluate clients’ usage of SEI services to ensure they are maximising the benefits, the services are evolving to meet client needs, and ensure critical issues are resolved effectively.
• Partner with the GWS solutions team to understand, communicate and manage client business requirements for new or enhanced services.
• Undertake to successful completion Firm and Client Service Team projects
• Work to standardize client service delivery as much as possible to promote consistent, efficient, and effective client service
• Assist in cross selling initiatives
• Identify and implement opportunities for continual process improvement, and best practices
• Build positive and collaborative relationships within Private Banking, SEI Private Trust Company, Technology Support and Development, and other relevant SEI functions
• Keep abreast of new Services and evolving industry standards and developments contributing to a welcoming, supportive and positive work environment
• Support the on-boarding and transition of new firms, establishing an effective service model and transition to “BAU” from the project team
• All SIEL employees are responsible for the identification, assessment and control of risks and risk events. Employees will maintain a good understanding of applicable policies, procedures, risk appetites and tolerance relevant to their function and or business unit, and are expected to consider current and potential risks when making or informing business decisions. Employees are responsible for the accurate and timely escalation and recording of incidents associated to relevant risks. In addition, employees are responsible for completing all required Risk Management training.

What we need from you:

• Significant experience in Wealth Management operations
• Strategic vision of Client Service
• Critical thinking and problem-solving skills
• Commitment to the growth and development of the Client Service Team
• Knowledge of ServiceNow would be preferable

Regulatory Requirements

SMCR Category

• This role is identified as a certified role and is therefore subject to the relevant Senior Manager and Certification Regime Rules set by the FCA.

MiFID II

• This role is identified as: Staff giving information about investment products, investment services or ancillary services.

What we would like from you:

• Professionalism, executive leadership, and good judgement in a fast-paced, stressful environment;
• Commitment to quality, accuracy and completeness
• Someone who will embody our SEI Values of courage, integrity, collaboration, inclusion, connection and fun. Please see our website for more information. https://www.seic.com/

SEI’s competitive advantage:

To help you stay energised, engaged and inspired, we offer a wide range of benefits including comprehensive care for your physical and mental well-being, strong pension plan, tuition reimbursement, hybrid working environment, and a work-life balance that enables you to relax, recharge and be there for the people you care about.

We are a technology and asset management company delivering on our promise of building brave futures (SM)—for our clients, our communities, and ourselves. Come build your brave future at SEI.

SEI is an Equal Opportunity Employer and so much more…

After over 50 years, SEI remains a leading global provider of investment management, investment processing and investment operations solutions. Reflecting our experience within financial services and financial technology our UK office is based between the City of London and the growing technology hub of Shoreditch. The open plan nature of our office space, flowing lines and numerous art installations are designed to encourage innovation and creativity in our workforce. We recognise that our people are our most valuable asset and are (literally) invested in your success; we know that a healthy, happy and motivated workforce is key to our continued growth. We are focused on ensuring a healthy work-life balance and offer our employees benefits, which include private medical care for you and your family, access to GPs online for appointments, enhanced family leave, volunteer days, access to thriving employee networks and not forgetting free fruit.

SEI Investments (Europe) Ltd (‘SIEL’) is authorised and regulated by the Financial Conduct Authority (FRN 191713).