Client Operations Oversight Manager

About the role:

The Client Operations Division is responsible for overseeing the outsourced delivery of the administration of clients' accounts through our third‑party provider (SS&C), ensuring high‑quality, compliant service across a range of retail products such as unit trusts, ISAs, pensions and bonds.

The division acts as the key operational interface between SJP and the Admin Centre, managing day‑to‑day engagement, monitoring performance against SLAs and KPIs, and leading regular service reviews and governance forums covering service quality, incidents, and upcoming change impacts. The team plays a central role in incident management, from identification through to resolution and communication, while also providing subject matter expertise to support business change initiatives. Operating within a regulated environment, the division holds strong accountability focusing on risk, control, and continuous service improvement.

he main purpose of the Client Operations Oversight Manager is to oversee the performance and effectiveness of outsourced administration services within a designated product area. You'll monitor service delivery, analyse performance against SLAs and KPIs, manage incidents and remediation activities, and build strong working relationships with internal stakeholders and our administration provider. This is a highly visible role requiring strong influencing, analytical and relationship management skills to support positive client outcomes and ongoing service improvement.

What you'll be doing:

• Building an understanding the relevant products and its associated admin processes, procedures, and correspondence at a detailed level.
• Ensuring product processes remain compliant with all regs, and other relevant FCA requirements, escalating to Senior Management where there are areas of concern.
• Driving a robust control environment across admin processes.
• Completing proactive oversight of all key functions for the product in terms of Quality and SLA delivery and control environment.
• Establishing, developing and maintaining trusted working relationships with contacts in the Admin Centres to aid overall service.
• Identifying improvement opportunities around the above and work with the nominated Service Improvement lead to drive forward the changes.
• Identifying correspondence changes that could be progressed, where funding allows, and work with the Correspondence team to align these changes to the relevant roadmaps.
• Tracking and owning Incidents ensuring they are progressed and resolved in a timely manner, keeping SLT updated of any significant issues.
• Providing input to, and where required attend, the relevant governance meetings agreed for the relevant product.
• Making appropriate risk-based decisions on discretion requests, highlighting trends and taking appropriate action to improve client outcomes.

About you:

We're looking for a proactive and commercially aware relationship builder who enjoys working across multiple stakeholders to solve problems and drive improvements. You'll be naturally curious, confident challenging constructively and comfortable operating in a regulated environment. Whilst product knowledge can be learned, we're seeking someone who can build credibility quickly, ask the right questions and influence positive outcomes through strong stakeholder engagement.

Essential Criteria

• Proven ability to build and manage stakeholder relationships, using effective communication and influence to drive positive outcomes.
• Experience working within a regulated financial services environment, with an understanding of risk, governance and customer outcomes.
• Strong analytical skills, with the ability to interpret data, identify trends and make informed decisions.
• Confidence to challenge constructively, ask probing questions and hold others accountable for performance and delivery.
• Experience managing operational issues, incidents or service-related risks through to resolution.
• Ability to work independently, demonstrate initiative and proactively identify opportunities for improvement.

Desirable Criteria

• Knowledge of pensions, investments, ISAs, bonds or wider wealth management products.
• Experience working with outsourced providers or third-party suppliers, including performance oversight against agreed service levels.
• Understanding of operational controls, governance processes and risk management frameworks.
• Familiarity with SJP products, administration processes or similar financial services operating models.