Head of Client Relations

Edinburgh

Nucleus is an award winning online wrap platform, launched in 2006 by a group of seven financial adviser firms, who set out to create a platform with a difference. They created a new model, putting the adviser and client at the heart of the process, focusing on a client-aligned approach rather than a product-led one, to develop a platform that was committed to transparency and banishing complexity. See https://nucleusfinancial.com/

Internal promotion has created the opportunity for the business to appoint a Head of Client Relations. This is an important leadership role, managing one of the largest teams in the group. The purpose of the role is to ensure that the provision of Nucleus client experience meets the needs of the adviser community and that the servicing relationship with third party administrators is effectively managed.

One of the best things about this role is the opportunity to promote a culture of excellence in all aspects of the Client Relations team. You will be championing developments and effecting change to enhance the platform proposition. You will lead the Client Relations Team Managers, providing support to empower excellent people leadership, and create an inspirational culture and working environment. The Head of Client Relations will report directly to the Chief Customer Officer.

Responsibilities:

• Setting the strategic direction of the client relations team to ensure delivery of a market leading customer experience in line with the Nucleus culture and principles
• Monitoring and analysing trends in servicing issues to drive continuous improvement throughout all the processes to ensure efficiencies are met
• Contributing to the wider Nucleus platform and propositional development to ensure they are aligned to delivering an outstanding customer experience
• Managing the working relationship with the third-party administrators in accordance with the service definition document, ensuring the relationship is managed effectively through open, clear and detailed communication
• Establishing and achieving quarterly OKRs (objectives and key results) across the client relations team
• Implementing best practice systems and controls (including outsourced controls) and enhancing the first line of defence to improve regulatory and conduct risk obligations
• Initiating team progression opportunities to ensure the team structure is fit to support future growth and evolving business needs
• Overseeing the complaints process to ensure all complaints are handled promptly and professionally and in accordance with FCA regulation
• Participating as a senior leader to represent the customer voice and help guide the general development of the business
• Collaborating with the business development and communications teams to ensure a co-ordinated and consistent user journey
• Presenting at user sessions on any platform or service amendments as needed

Key Characteristics:

• You’ll have an ability to spin multiple plates at the same time, be open minded and flexible, highly accountable yet able to deliver results through your team rather than being a sole operator
• Your love to work with smart people and dislike mediocrity; you know there is almost always a better way of doing things even if it can’t be delivered immediately
• Focused teams, a flat structure, constantly learning, being challenged, having your own chunk of responsibility and being trusted to make it happen describes in a nutshell the environment you really thrive in
• You want to be part of a collaborative culture where you feel empowered but always know you’ll never be left alone

Nucleus place more importance on cultural fit above technical ability, but in this senior leadership role we’d really like you to have:

• Prior experience of leading a client services team
• Previously led and managed a service delivery team and ideally a third party outsourced administrator team
• In-depth understanding and experience of relevant regulatory standards and industry best practises
• An ability to establish and maintain positive and productive relationships across all business areas
• Confidence in presenting reasoned analysis, choices and recommendations to senior stakeholders, both verbal and written

Interested candidates should send their CV, with full remuneration details, to Graham Burns of FWB Park Brown at fwb@fwbparkbrown.com. For a confidential conversation, please call 0131 539 7087.