Callum James Consulting
Client Services Manager - Leadership - Financial Services
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The Role
The Client Services Manager is a hands-on leadership role with the chance to define and design a scalable and client-focused service function, ensuring a high-quality client experience for Tier 1 financial institutions.
It's based at a fast-growing, established financial services firm that provides a market-leading trading solutions used by financial services firms across the capital markets, including banks, asset managers, and hedge funds, and those are exactly the type of clients this role supports.
Most roles like this hand you a process to run. This one hands you a blank page. Onboarding a new client currently runs across three separate workstreams, contracts, regulatory paperwork, and platform setup, with no single owner pulling them together and no system tracking progress across any of it. Defining how that works, and building what tracks it, is yours to do.
You'd also lead a team of five analysts, combining team management with direct involvement in client onboarding, support, issue resolution, and service improvement activities. The successful candidate will be expected to remain close to clients, actively participate in day-to-day operations, and lead by example while developing a scalable and client-focused service function.
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They're headquartered in London, but Newcastle is where the growth is happening right now, a hub of around 20 people across development, finance, and support, and this role sits right in the middle of it.
What You'll Do
- Coordinate across the commercial, regulatory, and technical sides of onboarding to get clients and liquidity providers live as quickly and smoothly as possible.
- Own building the process and tracking system that makes that repeatable rather than ad hoc.
- Day to day, chase progress on live onboardings, following up with whoever's handling contracts, regulatory paperwork, and platform setup.
- Own first-line logging and triage of support queries across your team of five, deciding what gets resolved on the spot versus escalated to Level 2, with a clear mandate to shift that balance over time.
- Feedback from both onboarding and support feeds straight into the product roadmap, so this isn't a role where your input disappears into a black hole.
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What You'll Need
- Experience managing a small, hands-on client support team, ideally within financial services or another regulated environment, running first-line support, logging, and triaging queries, and coordinating escalations.
- A genuinely operational mindset and real willingness to work directly with clients matters, this isn't a role where you can delegate everything down.
Desirable
- Experience within financial services, fintech, or trading technology environments.
- Knowledge of derivatives, electronic trading, or capital markets.
- Experience supporting institutional clients.
What They Offer
- £70,000 to £100,000 depending on experience, plus a discretionary bonus, private medical, life assurance, and pension.
- Newcastle-based, hybrid, three days a week in the office.
If you'd rather build a function than inherit one, get in touch and tell me what you're leading at the moment.
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