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The Role The Assistant Manager, Client Support is responsible for leading a high-performing team of client service specialists to deliver efficient, high quality client service across pension and trust administration activities. The role emphasises maintaining strong client relationships, championing operational excellence, and ensuring company processes are executed in line with service standards, policies and regulatory expectations. The post holder will guide, develop, and support team members to build a multi-skilled, cross trained unit capable of managing a wide variety of clients and concurrent operational tasks. The role requires strong oversight, sound judgement, and the ability to influence positive outcomes for clients, distribution partners and service providers. The post holder reports to the Manager, Client Support.
Key Duties and Responsibilities
The post holder is responsible for:
• Client Servicing Excellence Deliver services to agreed standards, ensuring exceptional client satisfaction. Handle client instructions, enquiries, and transactions with speed and accuracy. Communicate proactively with clients and stakeholders on progress and outcomes.
• Operational Oversight Maintain full visibility of team’s case workloads. Monitor and drive client requests (cases) to completion within company / client set
standard timeframes. Review aged cases (60+ days), validate outstanding reasons, and escalate where
necessary. Sign off enquiries, dealing instructions, and operational items within delegated
authority. Monitor inward funds, resolve daily CIB/RBSI queries, and address inconsistencies
promptly. Support the recovery of fees in line with company policy.
• Data and Reporting Keep records accurate and current across core business applications Salesforce, Acumen,
and Accountability. Produce and maintain workflow and case performance reports.
• Leadership and Team Development Lead, coach, and mentor team members to build a multi-skilled, high-performing unit. Ensure staff receive training and maintain technical and industry knowledge. Conduct appraisals, manage performance, and address resourcing gaps. Run daily team meetings to set priorities and allocate workloads. Represent the team in weekly leadership meetings and deputise for the Manager as
needed.
Job Title
Assistant Manager, Client Support
PEN
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• Process Improvement and Compliance Identify and implement process enhancements to boost efficiency and service quality. Conduct quality reviews to ensure compliance with internal policies and industry
standards. Manage complaints, errors, and omissions in line with company procedures. Support operational controls and contribute to risk mitigation activities.
• Collaboration and Escalation Work closely with distribution partners and service providers for seamless operations. Assist with complex or escalated cases and ensure continuity during staff absences. Oversee delegation and management of generic enquiries and trust inboxes.
Competencies The post holder should have;
• 3+ years of Pension administration and / or Trust administration experience desired.
• Strong attention to detail and accuracy.
• Strong written and verbal communication skills.
• Leadership capabilities: decision-making, coaching, conflict resolution, stakeholder
management.
• Excellent organisational and time-management skills.
• Methodical, consistent approach to task completion.
• Ability to balance workload effectively while maintaining wellbeing.
• Willingness to study for suitable professional qualifications (PMI, STEP, ICSI, other)
Updated January 2026