Rathbones
Client Service Lead - Charities
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Role Title: Client Service Lead - Charities
Division: Wealth COO
Location: London
Contract: 12 month FTC
Reporting to: Client Service Manager
Division: Charities
About the Role
In addition to carrying out CSE responsibilities, you will lead and manage the operational effectiveness of support staff across teams/desks, acting as a key liaison between Front Office and Operations. This role ensures consistent application of group-wide processes, drives process improvements, and supports capability development across the team.
What you’ll be responsible for
- Line management, development, and recruitment of support staff within designated teams/desks.
- Performance management of teams with specific KPIs.
- Act as the primary escalation point between Front Office and Operations.
- Ensure group-wide processes are understood, followed, and embedded across teams.
- Lead and implement process changes to improve operational efficiency.
- Own and deliver structured training plans for new joiners.
- Support ongoing capability building and professional development of team members.
- Co-own and manage core client lifecycle processes in collaboration with Operations Managers.
- Maintain hands-on involvement with desk operations as appropriate to span and remit.
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About you
If you meet some of these criteria and are excited about the role, we encourage you to apply
- Proven track record in managing support staff within a fast-paced operational or financial services environment.
- Demonstrated experience in leading process improvement initiatives and embedding operational change.
- Hands-on involvement in client lifecycle processes and desk-level operations.
- Strong background in managing escalations and resolving cross-functional issues.
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Leadership & People Management
- Strong ability to lead, coach, and develop teams.
Stakeholder Management
- Skilled in managing relationships across Front Office and Operations.
Process Improvement
- Experience in identifying inefficiencies and implementing change.
Training & Development
- Ability to design and deliver impactful training programs.
Operational Knowledge
- Deep understanding of desk-level operations and client lifecycle processes.
Communication
- Clear, confident communicator with strong influencing skills.
Problem Solving
- Proactive in resolving issues and managing escalations.
Technology & Tools
- Proficiency in relevant systems used for client onboarding, workflow management, and team collaboration.
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