Associate Client Services Manager - Pensions

Role Purpose

The Associate Client Services Manager role is the first leadership step within Client Services, providing an opportunity for experienced Senior or Principal Client Services Specialists to transition into people management.

The role combines continued technical contribution with responsibility for supporting, coaching and overseeing the work of others. Associate Managers play a vital role in embedding strong behaviours, supporting day‑to‑day delivery, and building confidence and capability within the team, while being supported by more experienced managers as leadership skills develop.

Key Responsibilities

1. First‑Line People Leadership

• Provide day‑to‑day support, guidance and supervision to allocated team members.
• Act as a consistent point of contact for questions, prioritisation and escalation.
• Deliver regular check‑ins, coaching conversations and informal performance feedback.
• Support new starters or developing colleagues through guidance, reassurance and example.
• Escalate performance, wellbeing or conduct matters appropriately to the line manager.

2. Operational Delivery & Oversight

• Oversee the quality, accuracy and timeliness of allocated Client Services activity.
• Support work allocation and prioritisation in line with guidance from senior managers.
• Review work outputs where required, providing constructive feedback and coaching.
• Act as a first escalation point for routine delivery issues and service challenges.

3. Technical & Specialist Contribution

• Continue to complete Senior or Principal‑level Client Services activity as appropriate, including client work.
• Apply strong technical knowledge to support team problem‑solving and decision‑making.
• Handle more complex cases where experience and judgement add value.
• Act as a role model for quality, professionalism and process discipline.

4. Quality, Risk & Process Discipline

• Reinforce adherence to Client Services processes, controls and standards.
• Promote accuracy, good record‑keeping and strong data quality.
• Identify potential risks, errors or issues early and ensure timely escalation.
• Support managers with informal quality checks and issue resolution.

5. Team Culture & Engagement

• Foster a supportive, inclusive and collaborative team environment.
• Encourage open communication, learning and knowledge‑sharing.
• Model professional behaviours and a positive attitude to change and improvement.
• Support team morale by being visible, approachable and dependable.

Core Management Expectations

• Core management expectations are detailed in a separate document and are in addition to the expectations as detailed in this job description.

Behaviours & Attributes

Associate Client Services Managers are expected to demonstrate strong emerging leadership behaviours, including:

• Transitioning mindset
  Demonstrates a shift from individual contributor to team‑focused leadership, balancing delivery with people support.
• Approachable and supportive leadership
  Creates a safe environment for questions, learning and feedback.
• Sound judgement and self‑awareness
  Recognises personal limits, seeks guidance when needed, and escalates appropriately.
• Calm and professional under pressure
  Responds constructively to challenges, setting a steady tone for others.
• Coaching orientation
  Supports development through explanation, feedback and encouragement, not just instruction.
• Accountability and reliability
  Takes ownership of responsibilities and follows through on commitments.
• Growth mindset
  Actively develops leadership skills and is open to feedback and learning.

Skills & Experience

• Proven experience as a Senior or Principal Client Services Specialist.
• Strong technical understanding of Client Services activity and risk considerations.
• Emerging people leadership skills with a desire to develop further.
• Clear communicator with the ability to support and influence colleagues.
• Organised, dependable and professional in approach.

Career Progression

This role provides a supported pathway into full people management, with progression towards Client Services Manager supported through:

• Confidence and consistency in leading others
• Strong judgement and escalation awareness
• Effective delivery of team outcomes
• Demonstrated leadership behaviours and ownership
• Positive colleague and manager feedback

Location - Bristol / London / Cheltenham / Birmingham