Associate Manager, Premium & Wealth

📋 Description

• Own vertical ops: SLA, CSAT, QA, backlog, and repeat contacts.
• Lead, coach, and develop Specialists with regular 1:1s.
• Drive high-touch support with end-to-end ownership for complex issues.
• Partner with Compliance, Legal, Risk, and Workforce to align workflows with regs.
• Execute real-time staffing, routing, and escalation during market events.
• Build process improvements from customer feedback into SOPs and tooling.

🎯 Requirements

• 7+ years in financial services/fintech servicing HNW/UHNW/VIP clients.
• 5+ years of people leadership in ops or support with senior specialists.
• Familiarity with financial markets and derivatives; understand support vs. advice.
• Experience in regulated financial services with Compliance, Legal, Risk, and Complaints.
• Willing to obtain FCA-recognized UK wealth/securities qualification.
• Utilizes generative AI responsibly with human oversight to improve workflows.

🎁 Benefits

• Equal Opportunity Employer.
• Accommodations available on request.
• Data privacy and arbitration info provided.