Associate Manager, Premium & Wealth
Leads Premium & Wealth customer experience operations for high-value international customers, managing specialists, service quality, staffing, escalations, and regulated support processes. Requires substantial financial-services experience, people leadership, financial-markets knowledge, and a UK FCA-recognized wealth or securities qualification.
About the job
Responsibilities
- Own operational performance for the Premium & Wealth vertical, including SLA attainment, CSAT, QA scores, backlog health, repeat contacts, and complaint rates; use data and trend analysis to drive measurable improvements.
- Lead, coach, and develop a team of Specialists through regular 1:1s and performance reviews, while building a pipeline of future leaders.
- Drive a high-touch support model centered on trusted 1:1 customer relationships, specialist knowledge, and end-to-end case ownership for complex trading, account, and funding issues.
- Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to ensure workflows, escalations, and coverage models meet regulatory expectations.
- Execute real-time staffing, routing, and escalation decisions during market events, incidents, or volume spikes across channels and time zones.
- Convert customer feedback, defects, and root causes into SOP, tooling, and policy changes in partnership with Product, Analytics, QA, and Learning and Development.
Requirements
- 7+ years of experience in financial services, fintech, wealth management, premium banking, or trading operations, including direct experience serving HNW, UHNW, or VIP customer segments.
- 5+ years of people leadership in an operations or support environment, with experience managing senior specialists or team leads and improving service quality, efficiency, and customer satisfaction.
- Familiarity with financial markets and trading products, including derivatives, and understanding of the distinction between support and advice in a regulated environment.
- Experience operating in regulated financial services and partnering with Compliance, Legal, Risk, and Complaints functions.
- Hold, or be willing and able to obtain within a defined timeframe, an appropriate UK wealth or securities qualification recognized by the FCA, such as the CISI Level 4 Investment Advice Diploma or equivalent.
- Responsible use of generative AI with human oversight to produce business-ready outputs and improve workflow efficiency, cost, and quality.
Compensation and Benefits
- Annual base salary: £71,600 GBP.
- Total compensation may include equity and bonus eligibility.
- Benefits include medical, dental, and vision coverage.
Skills
Customer Support Operations, People Leadership, Financial Services, Wealth Management, Trading Operations, Financial Markets, Derivatives, Compliance, Risk Management, Complaints Handling, Generative AI, Data Analysis
Similar jobs
Customer Success jobs
Prompt Health
Remote
Supports rehab therapy clients through onboarding, training, product adoption, support, and retention for a healthcare SaaS platform. Requires outpatient physical therapy experience, strong software skills, EMR familiarity, Excel proficiency, and excellent communication.
Thyme Care
Remote
Engages Spanish- and English-speaking cancer-care members through phone, text, and email, assessing needs and coordinating healthcare and community resources. The role requires at least two years of patient-facing navigation or coordination experience, strong communication skills, and success in a high-volume, metrics-driven environment.
Thyme Care
Remote
Engages oncology-care members through phone, text, and email, assesses health and social needs, and connects them with clinical, community, and financial resources. Requires at least two years of patient-facing care coordination or navigation experience and comfort working in a high-volume, metrics-driven remote environment.
Pearl
Remote
Manages relationships with dental practice customers, drives product adoption and value realization, troubleshoots issues, and supports renewals and account growth. Requires 2–3 years of customer success or solutions consulting experience plus dental practice experience and radiography knowledge.
Octus
London, United Kingdom
Manages a portfolio of legal-sector customer accounts, driving product adoption, retention, stakeholder relationships, and expansion opportunities. Requires 1–2 years of customer-facing experience, strong communication skills, and organizational adaptability.