Interim Head of Client Servicing - #1696003

Job Description

At Aberdeen, our ambition is to be the UK’s leading Wealth & Investments group.

Strengthening talent and culture is one of our strategic priorities. We strive to make Aberdeen a great place to work so that we can attract and retain the industry’s best talent.

Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients, customers, colleagues, shareholders and society.

We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand. We are committed to providing excellent client service, supported by leading technology and talent.

Aberdeen comprises three businesses, interactive investor (ii), Investments and Adviser, each of which focuses on meeting and adapting to our clients’ evolving needs:

• interactive investor, the UK’s second largest direct-to-consumer investment platform, enables individuals in the UK to plan, save and invest in the way that works for them.




• Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers.




• Our Investments business is a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market, through either public markets or alternative asset classes.

About the role:

The remit of the role is to deliver, directly and in partnership with key suppliers, market leading client servicing and back-office processing on behalf of our clients.

The Head of Client Servicing sits within the Client Experience area of the Adviser business, delivering the focus and leadership required to improve client and service experience to drive new sustainable growth for Aberdeen.

The role will be based in our Edinburgh offices, located at 1 Broadway Park.

Key responsibilities:

• Act as business lead on the client service improvement activities currently underway, directing the aligned change and delivery resources working in partnership with the change team




• Oversee key supplier services specifically in relation to our client servicing




• Design and own management information to effectively oversee performance of back-office processing, including performance vs. agreed service levels and outliers




• Ongoing monitoring of competitor service activity to ensure Aberdeen remains at the forefront of great service, including recommending ongoing improvements to service levels




• Keeps up to date with emerging market trends which can positively impact efficiency, productivity and delivery of solutions for today, whilst also anticipating the challenges of tomorrow.




• Manage a small team supporting individual case management where necessary to protect the client experience




• Ensure short to medium term improvement activities will be most impactful and meaningful to clients and customers, to improve the client experience and stimulate growth in flows and stem asset and customer attrition.




• Orchestrate the necessary activity and collaboration between the service and experience improvement work, the AEP and ongoing proposition enhancements to ensure client experience impact in minimised




• Outline technology requirements for ongoing service improvements and influence the change prioritisation process to deliver those improvements




• Demonstrate measurable improvements across a range of key client metrics and input to the design of future metrics, designing market facing “proof points” which will be shared on an ongoing basis




• Establish a new client servicing team to support the overall client experience, augmenting the activity provided by key suppliers as necessary




• Collaborate seamlessly with teams across adviser and Aberdeen to facilitate successful delivery of strategic priorities.

Skills and experience we're looking for:

• Strong delivery focus with ability to influence cross-functional teams




• Experience in service and process reengineering




• Management of delivery across multiple organisations




• Proactivity and a mind for iterative process improvements




• Can build and maintain strategic relationships within large organisations




• Commercially astute with an intuition for business, negotiation and influencing skills to facilitate successful delivery of strategic and operational priorities




• Confident in influencing and challenging thinking at a senior level faced with several conflicting priorities and opinions, using exceptional verbal and written communication skills




• A ‘can do’ attitude and ability to operate at both the strategic and tactical level, with a willingness to contribute directly to the solution as well as setting direction for the broader team.

We are proud to be a Disability Confident Committed employer. Therefore, if you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire and one of our team will reach out to support you through your application process.

Our benefits:

There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.

When you join us, your reward will be one of the best around. This includes 40 days’ annual leave, a 16% employer pension contribution, a discretionary performance based bonus (where applicable), private healthcare and a range of flexible benefits – including gym discounts, season ticket loans and access to an employee discount portal. You can read more about our benefits here.

Our business:
 

Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas – our vectors of growth – focused on our clients’ changing needs. You can find out more about what we do here.