Client Experience Manager

Biograph Wealth Advisors is a leading wealth management company based in Dublin 2. Our clients are typically high net worth individuals such as business owners, entrepreneurs, medical professionals and some of Ireland's leading sports professionals. Intentionally small, we operate at the forefront of investment theory whilst delivering a best-in class wealth management experience to our clients.

We are currently recruiting for a full-time Client Experience Manager to take ownership of the client experience across the firm. This is a new role with end-to-end responsibility for how our clients experience Biograph, from a returned call to an issued advice pack. You will report directly to the COO, with a direct line to the CEO on service standards and escalations, and work closely with the advisor group and client services team to ensure every client interaction is fast, accurate and consistent with the Biograph standard, and that we can demonstrate this through clear, measurable service data.

Activities:

As Client Experience Manager, you will own the firm's service standards and client feedback programme, and lead the day-to-day quality and coaching of our client services team. You will report directly to the COO, with a direct line to the CEO, and work closely with the advisor group and senior leadership team. Your responsibilities will include:

• Owning and enforcing the firm's client service standards, including call and email turnaround, issuing of meeting notes and progression of new business paperwork, monitoring performance daily and intervening early where a standard is at risk.
• Building and maintaining the firm's client experience dashboard in Salesforce, and leading the weekly service standards review.
• Leading a daily huddle with the client services team and coordinating workload and capacity across the team.
• Running a monthly quality assurance programme, sampling meeting notes, client emails, recorded calls and client deliverables for accuracy, completeness, tone and turnaround.
• Coaching advisors and client services associates through monthly one-to-ones, and reporting monthly to senior leadership on service performance and coaching themes.
• Working closely with the compliance function on advice file checks, remediation tracking and root cause reviews.
• Owning the client feedback programme, including Net Promoter Score (NPS) surveys, post-meeting pulse surveys, and the logging and follow-through of complaints and errors.
• Leading service standards training for incoming graduates, embedding the firm's expectations on presentation, accuracy and attention to detail from day one.
• Championing the adoption of the firm's technology, including AI tools, protection and risk research tools and call recording, and contributing ideas to the firm's automation programme.
• Overseeing client service standards for the firm's UK clients.
• Other duties as assigned.

Essential Knowledge & Skills:

• 5+ years' experience in client services or operations within wealth management, financial planning or private banking
• Team leadership or coaching experience preferred
• Working knowledge of the Central Bank Consumer Protection Code
• QFA qualified, or working towards it, an advantage
• Strong Salesforce (or equivalent CRM) skills, including building reports and dashboards
• Enthusiastic adopter of AI tools and new technology
• Excellent writing and communication skills
• Exceptional attention to detail
• Calm under pressure, with the ability to manage multiple deadlines and prioritise effectively
• Confidence to hold colleagues, including senior advisors, to agreed standards and to escalate where needed
• A genuine passion for how clients feel at every touchpoint
• Proficient in MS Word, Excel, and Outlook

Package:

We offer a very competitive package for the right candidate. The hours are 9am to 5pm (Mon - Fri) and the role is office based.

• Competitive salary, commensurate with experience
• Performance related bonus
• Support for continuing professional development, including funding for relevant qualifications such as QFA
• Internal and external training
• Personal days
• 22 days annual leave

If you would like to have a confidential discussion and find out more, please reach out directly by email to [email protected]