Client Services Manager

Your new company
Hays are recruiting for a permanent Client Services Manager to lead and inspire a high-performing client services team. This pivotal role ensures exceptional service delivery across multiple channels, balancing immediate business needs with long-term capability development. You will combine strategic leadership, operational excellence, and stakeholder collaboration to drive outstanding client outcomes. This role is based in Manchester city centre.
Your new role
We are partnering with a leading UK business undergoing significant growth and transformation. As part of its expanding pensions and retirement portfolio, the organisation is seeking an exceptional SIPP Client Services Leader to elevate standards, strengthen operations, and build a centre of excellence within its Manchester hub.

This is a newly created leadership role, positioned to have significant influence across operations, client experience, and the future evolution of the SIPP proposition.

You will:

• Provide clear, influential leadership to multi disciplinary SIPP teams.
• Build a high performance culture grounded in accountability, inclusion, and continuous improvement.
• Develop leaders and specialists, strengthening capability and confidence across the function.
• Drive standards across all SIPP processes, ensuring consistency, resilience, and regulatory compliance.
• Optimise and modernise workflows, leveraging automation and technology to enhance efficiency and client experience.
• Oversee KPIs, SLAs, and resource planning, ensuring teams can scale effectively with demand.
• Act as a key escalation point for complex or sensitive SIPP enquiries.
• Partner with Technology, Risk, Compliance, Oversight, and Product teams to enhance journeys and shape the evolving SIPP proposition.
• Use data insights to inform decisions, identify trends, and influence retirement operations' strategy.
• A high calibre people leader with experience, uplifting performance and driving cultural transformation.
• Strong background in SIPP operations, pensions administration, and the UK regulatory landscape.
• Experience with in platform environments or high growth financial services operations.
• Exceptional communication skills with the ability to simplify complexity and steer teams with clarity.
• A track record of leading through change and embedding best practice operational standards.
• Industry qualifications (e.g., CII, PMI) welcomed.

• Significant leadership experience within a financial services contact centre or operational environment.
• Strong knowledge of financial services and regulatory requirements; investment product knowledge is desirable.
• Proven ability to coach, develop, and lead teams to success.
• Skilled in designing and executing business plans that improve performance and client outcomes.
• Excellent communication and stakeholder management skills.
• Strong organisational and prioritisation abilities, with experience managing multiple initiatives.
• Degree or equivalent experience; relevant financial services qualifications are advantageous.