Client Service Manager

Our team comprises of a diverse international group of individuals from leading organizations and with diverse backgrounds, including private equity, venture capital, banking, software development, law, and entrepreneurship. We are committed to attracting top-notch talent and providing opportunities for growth and development based on their individual strengths and interests.

This role comes at a key moment of growth for Heritage. We are defining what excellence means in the way we deliver our service and manage relationships with clients and stakeholders, and the Client Service Manager will be a central part of that work. The role reports directly to the COO.

You will work alongside senior Relationship Managers across Europe, acting as a trusted point of reference for both the Relationship Managers and clients. Beyond overseeing the operational management of the client relationship across every phase, from onboarding and banking relationships to cash management and capital call coordination, you will develop a comprehensive understanding of each client's needs and circumstances, ensuring they feel supported, informed and confident that they can rely on you to help resolve any issue that may arise.

You will also help the organisation design the processes around our new central Client Service team, bringing your experience and ideas on how to improve the key touchpoints of the service. As the function matures, you will have the opportunity to build a team around you.

• →Act as first point of contact for advisors on client service matters, and support new advisors in onboarding to Heritage's way of working
• →Own client onboarding and account opening for new and existing advisors' clients, from documentation to completion
• →Manage custodian relationships and documentation, including establishing new custodian relationships where needed
• →Own the client-facing process for payment instructions and documentation, in the jurisdictions where this is permitted, liaising with custodians and operations teams who execute the payments
• →Anticipate client cash needs and coordinate capital calls proactively with the Portfolio Management team, so that assets can be released or repositioned in time
• →Design, test and iterate client service processes, driving their adoption across advisors, custodians and internal stakeholders
• →Work closely with Compliance and Operations as the function grows

• Outstanding academic background with a master's degree in Finance, Economics, Engineering or related disciplines is preferred
• 2-8 years' experience in client service within a finance environment: private bank, wealth management, multi-family office, fund administrator or fast-growing independent wealth manager
• Prior experience building or significantly reworking a client service function is a plus
• Direct, hands-on experience of client onboarding, account opening, payment instructions and custodian liaison
• Experience of capital call or cash management processes is a strong plus
• Proven stakeholder management across several internal and external relationships at once (advisors, custodians, portfolio managers, compliance and operations), including experience of winning over skeptical stakeholders
• Ability to manage multiple priorities and deadlines in a dynamic and fast-growing environment
• Ability to coordinate and drive quality across a team without formal authority
• Process-minded by instinct: you make undefined, messy processes less chaotic through iteration rather than by imposing rigid structure from day one, and you have a real example of a process you built or reworked and got adopted
• Client-obsessed, with a hands-on attitude: you insist on doing the work yourself first and know what works in practice, not just in theory
• Excellent organizational and analytical skills, with strong attention to detail
• Effective communicator with a collaborative and multicultural mindset
• Calm under pressure, with the presence to be client-facing and the confidence to say no when needed
• Tech-savvy with a strong interest in exploring new technologies; experience with a wealth reporting platform (Addepar is a strong plus)
• Fluent in English
• Ability to travel

Location: London