This role will suit someone with real experience at this level who is ready to take full ownership quickly and make a meaningful difference in a defined timeframe.

People & Team Leadership

• Directly line manage one or more Senior Client Service Executives within the Core pillar - setting clear expectations, conducting regular 1-1s, and providing meaningful coaching and development.
• Partner with the Associate Director and Head of Client Service to actively shape team culture, drive engagement, and embed Triple Point's values and brand across the team - not just within the pillar.
• Contribute to the broader team rhythm: share knowledge across pillars, spot development opportunities in others, champion good ideas wherever they come from, and help pull the team in a consistent direction.
• Contribute to hiring decisions and onboarding of new team members where relevant.

Pillar Ownership & Performance

• Take full accountability for the performance, quality, processes, and outcomes of a defined pillar within Client Service - with a deep enough understanding of roles and responsibilities, both within the pillar and across the wider team, to know where their accountability ends and to push back constructively when work or decisions are directed incorrectly.
• Drive continuous improvement within the pillar - identify gaps, design solutions and implement change without waiting for direction from above.
• Act as the senior escalation point within the pillar, handling the most complex queries and client situations with confidence.
• Own SLA and quality standards within the pillar with a high degree of rigour - monitoring performance closely, interrogating the data, identifying patterns and holding the team accountable for delivery. This means being genuinely across what is happening, not just reviewing at a high level.

Project Leadership & Strategic Contribution

• Contribute proactively to team-wide strategy discussions, bringing insight from the pillar and a point of view on where Client Service should be heading.
• Identify emerging risks, process failures, and opportunities across the pillar and wider team - raising them with credibility and a proposed solution, not just a problem.
• Champion change and curiosity within the team: model a forward-thinking, improvement-oriented mindset and encourage it in others. Proactiveness should outweigh reactiveness.

Cross-Team & Cultural Contribution

• Work closely with the Associate Director and Head of Client Service to push team culture, knowledge sharing, and best practice - across Client Service and into the wider Distribution function.
• Build and maintain strong relationships with Sales, Strategic Partnerships, Operations, Compliance, and other internal teams to ensure a seamless, high-quality end-to-end client experience.
• Act as a visible, positive carrier of the team's brand - both internally and in interactions with advisers and investors.

Client & Adviser Support

• Maintain a strong client service presence, acting as a senior escalation point for complex, sensitive, or high-value queries and complaints.
• Champion Consumer Duty and the fair treatment of investors, including vulnerable clients, embedding best practice across the pillar.
• Lead on incident management and complaints handling within the pillar - ensuring timely resolution to regulatory standards, owning root cause analysis, and driving the process improvements that prevent recurrence. Experience in complaints handling at a senior level is important for this role.

Systems, Data & Processes

• Use data and insight to drive decisions - monitor pillar performance, identify trends, and use evidence to prioritise improvement activity.
• Oversee Salesforce data quality and team adherence to controls and procedures within the pillar.
• Take ownership of procedure documentation within the pillar, ensuring it is accurate, actively maintained, and genuinely used.

Experience

Essential

• Experience in a Client Service role within investment management, asset management, wealth, platforms, or a regulated financial services environment.
• Proven track record of line managing others and supporting their development.
• Strong experience of pillar or process ownership, with evidence of driving improvement and implementing change.
• Working knowledge of UK retail alternative investments (VCT, EIS, BR) or equivalent financial services products.
• Strong understanding of Consumer Duty and experience embedding fair outcomes practices.
• CISI Investment Operations Certificate (or equivalent qualification) already held.
• Exceptional communication skills - written, verbal, and in presentation contexts.
• Confident user of Salesforce or equivalent CRM, with experience using data and reporting to drive performance.

Desirable

• Experience working closely with sales, distribution, or business development functions.
• Exposure to FCA reporting or regulatory change initiatives.
• Experience contributing to team or organisational culture initiatives.