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Client Services Divisional Director

  • Financial Services
  • Cirencester
  • 17/05/2024
  • Permanent

Job Overview



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Date Posted:


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Additional Detail

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Work Location

Remote and/or Onsite

Job Description

If the link to apply for no longer works this may be because the job opportunity has closed early. We occasionally close vacancies early due to high volumes of applications. We would therefore recommend you complete your application prior to the closing date which is for guidance only.

St. James's Place (SJP) works in partnership to plan, grow and protect our clients’ financial futures. We deliver personalised, face-to-face financial advice to our clients, who trust us to manage their money to reach their goals. We provide this service via the Partnership, a network of qualified, expert advisors. We put financial wellbeing and responsible business choices at the heart of everything we do. We believe in the value of difference and know that diverse teams can help us problem solve and innovate for clients.

We look for people to join SJP to make an impact and to contribute to our culture which is based around long term relationships, doing the right thing, and being the best version of ourselves.

Location: Cirencester Office

Workplace Type: Hybrid

Employment Type: Permanent 

Seniority: Director

The role:

The main purpose of this role is to support the Operations Director in ensuring that our Third-Party Administrators (TPAs) deliver service to our standards, and through our relationships and oversight maintain the effectiveness of the service delivered to clients and the Partnership. In performing the role, you will consider the interests of the Group’s key stakeholders. Also, you will act in line with the Group’s stated risk appetite and seek to achieve positive outcomes in respect of clients, Partners, the Investment Management Approach, financials and shareholders, regulators and employees.

The Client Services Director will also fulfil the responsibilities of members of the Strategic Recovery Team (SRT), as set out in the SRT Terms of Reference.

What you’ll be doing:

  • Ensure that the outsourced administration providers provide a high-quality, responsive service to clients and Partners, in line with agreed service levels and applicable regulatory requirements.
  • Ensure that all areas of the client journey are focused on facilitating business with the Group from a client and Partner perspective. Identify service improvements enabling the simplification and automation of processes, increasing straight through processing, and enabling more self-serve.
  • Support the Operations Director in determining and managing the administration strategy and plans for change in alignment with business priorities.
  • Work to continually strengthen the perception of Administration by engaging effectively with all key stakeholder groups on an ongoing basis to share our service delivery status and our service improvement plans.
  • Ensure regulatory expectations in respect of Operational Resilience, Consumer Duty and other relevant requirements are supported and met.


Client Services Senior Leadership team:

  • Ensure the businesses and regulator’s, principles and standards are upheld throughout the Client Services division and that the right client outcome is at the centre of everything we do.


Consumer Duty Considerations:

  • The role is responsible for ensuring client outcomes arising from our administration, and reporting teams are in line with client and regulatory expectations – in particular with regard to Consumer Support and Consumer Understanding regulations and requirements.


People Management Responsibilities:

  • Lead team of people in own team to enable everyone to perform to the best of their ability.
  • Manage resources and performance levels to ensure there are adequately staffed and trained teams in place to meet business requirements.
  • Ensure that critical roles are clearly designated, succession plans exist, and individuals appointed are clear on their accountabilities.
  • Provide a structure and resources to enable employees to develop their own careers.


Who we’re looking for:

Extensive Service Delivery management and oversight experience ideally within financial services with an excellent understanding of:

  • Administration Centre processes, in order to identify key risks and provide appropriate challenge on how they are being managed.
  • The FCA handbook and Pension regulation.
  • Good working knowledge of financial products.
  • Natural leadership skills with the ability to coach, encourage and support individuals to achieve their current and future development needs.
  • Ability to influence internally as well as externally with other teams to ensure that risks are identified, and appropriate resources are available to support the completion of any work.


Special requirements:

Occasional travel within UK and Ireland.


What's in it for you?

  • Private Medical paid for by Company.
  • Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.*
  • Non-Contributory Pension – 10% (increasing with length of service up to 15%) with further pension matching.
  • Parental leave – 6 months full pay.
  • 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday.

*Not applicable to Fixed-Term Contracts (standard uplift applies in lieu of the protection benefits).

Flexible Working

We know that everyone works best in different ways, at different times and in different environments. We have introduced a hybrid working policy to provide greater flexibility for part-time work, job-sharing, remote working, and flexibility on hours. Our people are encouraged to work in a flexible way that suits their lifestyle, so please ask the question and start a conversation!

Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career-break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box.

Reasonable Adjustments

We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, if you require reasonable adjustment(s) at any stage please let us know by emailing us at [email protected]

What's next?

Our team will be in touch. As a business regulated by the FCA we would advise you to familiarise yourself with the conduct regulations and in particular consumer duty obligations prior to an interview with SJP.



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