Client Engagement Lead Associate - 12 Month FTC

Overview

An exciting opportunity has arisen for a Client Engagement Lead Associate to join a highly respected financial services organisation in London. This role places you at the heart of client advocacy, where your ability to nurture relationships and champion customer needs will directly influence service delivery and client satisfaction. You will be instrumental in ensuring that clients receive exceptional support, with a focus on positive outcomes and continuous improvement.

What you'll do

• Act as the dedicated champion for clients by representing their interests internally and externally, ensuring that all services consistently deliver positive outcomes aligned with agreed standards.
• Conduct regular reviews of service provision to clients, identifying challenges and sharing insights with senior management to drive continuous improvement.
• Take ownership of first-line support for live client issues, providing timely resolutions, analysing root causes, raising JIRA requests, tracking progress, and escalating matters when necessary.
• Coordinate prompt and accurate responses to client queries by collaborating with internal stakeholders across multiple departments.
• Deliver services in accordance with established Service Level Agreements (SLAs), proactively updating clients on progress and ensuring relevant metrics feed into broader management information reporting.
• Support the execution of the client engagement strategy by considering factors such as customer outcomes, service excellence, satisfaction levels, revenue generation, cost savings, and effective teamwork across functions.
• Manage customer complaints with care and accuracy, logging them appropriately, responding promptly in line with policy and regulation, tracking root causes, and driving changes to prevent recurrence.
• Promote successful adoption of the Client Query Portal by assisting in ticket design, monitoring adherence to SLA metrics on response times, producing internal/external reports, and using data insights to inform future enhancements.
• Maintain oversight of outsourced activities performed on behalf of clients by adhering to control frameworks and staying informed about industry developments relevant to financial products and services.
• Build productive relationships with senior client stakeholders by aligning organisational offerings with their vision, strategy, and roadmaps while supporting business case creation for new propositions or change requests.

What you bring

• A minimum of two years' experience in institutional client relationship management within platform/wealth management, custodian or investment management sectors; broader financial services backgrounds will also be considered.
• Demonstrated track record of providing exemplary client service focused on achieving good consumer outcomes alongside sustainable revenue growth.
• Highly effective communication skills enabling you to interact confidently with both external clients and internal stakeholders at all levels.
• Proficiency in creating detailed management information reports that support planning, prioritisation, escalation processes, and data-driven decision-making.
• Strong analytical abilities allowing you to identify root causes of issues quickly while implementing solutions that improve overall service quality.
• Experience managing customer complaints accurately according to policy guidelines while driving process improvements based on feedback analysis.
• Familiarity with regulatory frameworks including RDR, Transaction Reporting, Complaints Handling (TCF), CASS, KYC/AML procedures as well as company policies related to risk mitigation.
• Ability to collaborate closely within cross-functional teams encompassing relationship managers, product specialists, delivery experts-and communicate effectively across these groups.
• Commitment to maintaining up-to-date knowledge through continuous professional development (CPD) relevant to core responsibilities within financial services environments.

About the job

• Contract Type: Permanent
• Focus: Operations
• Workplace Type: Hybrid
• Experience Level: Associate
• Location: London
• Industry: Financial Services
• Salary: £50,000 - £55,000 per annum

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates.

Date posted: 8 September 2025

Consultant: Alexandra Butler