Service Manager

Job Description

Who we are

We are a global investment company that helps clients and customers to plan, save and invest for the future. By doing so, we enable our clients and customers to be better investors. Strengthening talent and culture is one of our strategic priorities. We strive to make abrdn 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.

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

• Investments manages £368bn of client assets, offering investment capabilities built on the strength of our insights from wide-ranging research, worldwide investment expertise and local market knowledge.

• Adviser provides financial planning solutions and technology to over half of the UK’s financial advisers, enabling them to create value for their businesses and clients.

• ii, the UK’s second-largest direct-to-consumer investment platform, helps over 430,000 individual customers to plan, save and invest in the way that works best for them

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 Service Manger role sits within the Client Experience area of the Adviser business, reporting into the Head of Client Servicing.

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

Key Responsibilities:

• Be the key point of contact for day-to-day urgent queries and escalations across our key service suppliers, ensuring a robust process is in place to track and respond timely to urgent queries and escalations.

• Oversee service suppliers specifically in relation to our client servicing.

• Develop and maintain strong working relationships with service suppliers and foster long-term partnerships.

• Maintain awareness of key contractual terms in place for service suppliers.

• Lead client service improvement initiatives, promoting a culture of continuous improvement.

• Utilise data to help inform decision-making and enhance service delivery.

• Build and maintain effective relationships with internal and external business partners and stakeholders.

• Support Adviser business projects considering the impact on key service suppliers and customers.

• Collaborate effectively within a small team sharing ideas and providing support as needed.

What we're looking for:

• Experience working in Financial Services

• Experience in working with a third-party partner to deliver service excellence with a passion for excellent service.

• Background in developing and maintaining good working relationships both internal and external to achieve the right outcome.

• Proven experience of being self sufficient and ability to multitask to drive to deliver required outcomes.

• Skilled in analysing data supporting KPIs to identify themes/ trends to make data driven decisions.

• Excellent stakeholder management with a track record of being able to effectively influence, collaborate and constructively challenge stakeholders at all levels.

• Experience in strong verbal and written communicator with ability to make the complex simple and engage both technical and non-technical audiences using a variety of mediums.

• Good commercial awareness.

• A strong set of analytical skills, naturally inclined to analyse and challenge current processes with a passion for continuous improvement.

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.

We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment.  We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance.  We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.

If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.