Associate Manager, Premium & Wealth

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Own operational performance for the vertical, including SLA attainment, CSAT, QA scores, backlog health, repeat contacts, and complaint rates.
• 2
  Lead, coach, and develop a team of Specialists, setting clear expectations through regular 1:1s, performance reviews, and building a pipeline of future leaders.
• 3
  Drive a high-touch support model centered on trusted 1:1 customer relationships, deep specialist knowledge, and end-to-end case ownership that minimizes handoffs for complex trading, account, and funding issues.
• 4
  Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to ensure workflows, escalations, and coverage models meet regulatory expectations.
• 5
  Execute real-time staffing, routing, and escalation decisions during market events, incidents, or volume spikes to protect customer outcomes across channels and time zones.

RequirementsAI-extracted

• 7+ years in financial services, fintech, wealth management, premium banking, or trading operations, with direct experience servicing HNW, UHNW, or VIP customer segments.
• 5+ years of people leadership in an operations or support environment, with a proven track record of managing senior specialists or team leads and improving performance across service quality, efficiency, and customer satisfaction.
• Demonstrated familiarity with financial markets and trading products, including derivatives, and a clear understanding of the distinction between support and advice in a regulated environment.
• Experience operating in a regulated financial services environment and partnering with Compliance, Legal, Risk, and Complaints functions, with the ability to navigate jurisdiction-specific servicing, escalation, and complaints-handling expectations.
• Holds, or is willing and able to obtain within a defined timeframe, an appropriate UK wealth or securities qualification recognized by the FCA (e.g., CISI Level 4 Investment Advice Diploma or equivalent)

Perks & BenefitsAI-extracted