Client Service Manager

Building on more than 30 years of business expertise, Objectway is an international wealth, banking and asset management software provider empowering clients to embrace their future challenges while providing great performance today. The Group is a future-proof technology player with a well-established track record in the financial services industry and over €100 million of consolidated revenue. The Group is a global Top 100 fintech provider (IDC ranking), whose clients include 200+ leading Wealth Managers, Banks, Asset Managers, Fund Managers, Insurers and Outsourcers in more than 15 countries. With over 800 professionals operating from Italy, UK, Belgium, Germany, Switzerland and Ireland, the Group serves clients in 4 continents, supporting approximately 100,000 investment professionals to manage more than €1 trillion in assets.

To strengthen our team in the UK (London or Birmingham) we are currently looking for a

Client Service Manager

We are seeking an experienced leader to head our UK Back Office Support Department.

This senior leadership role is responsible for the day-to-day management of the UK Back Office Support function, supporting the full suite of Back Office applications. 

The successful candidate will work closely with internal teams, third-party providers, and clients to ensure the delivery of high-quality support services.

About the Candidate

This opportunity is ideally suited to an accomplished people manager with significant leadership experience in a technical support or application management environment. Knowledge of, or a strong interest in, the financial services and investment management sector would be highly advantageous. The successful candidate will demonstrate strong stakeholder management skills, a customer-focused approach, and the ability to lead and develop high-performing teams.

Key Responsibilities:

• Lead and manage the day-to-day operations of the UK Back Office Support function, ensuring the delivery of high-quality client services.
• Plan and allocate resources effectively to meet business priorities, service commitments, and client expectations.
• Participate in Back Office leadership meetings and contribute to operational planning, strategy, and continuous improvement initiatives.
• Build and maintain strong relationships with clients and key stakeholders through regular service reviews and engagement.
• Drive operational excellence by identifying and implementing process, service, and efficiency improvements.
• Oversee support activities across the eXimius Back Office product suite, ensuring timely issue resolution and service delivery.
• Own the defect management process, ensuring incidents are appropriately prioritised, tracked, and resolved.
• Coordinate software releases, upgrades, and change management activities to minimise operational risk and disruption.
• Develop a strong understanding of client business objectives, regulatory requirements, and operational challenges.
• Manage relationships with third-party vendors and financial data providers, ensuring services meet business and client needs.
• Ensure compliance with agreed service levels, internal policies, regulatory requirements, and best-practice support processes.
• Lead, mentor, and develop the support team, fostering a high-performance and customer-focused culture.

Requirements:

• Minimum 5 years’ experience in a technical leadership or management role, with responsibility for support, operations, or service delivery teams.
• Proven experience managing business-critical applications within complex operational environments.
• Strong leadership, people management, coaching, and resource planning skills, with a track record of building high-performing teams.
• Excellent written and verbal communication skills, with the ability to engage effectively with clients, senior stakeholders, and technical teams.
• Strong customer focus and a commitment to delivering high-quality service and continuous improvement.
• Ability to prioritise workloads, manage competing demands, and perform effectively under pressure.
• Highly organised, proactive, and detail-oriented, with a hands-on approach when required.
• Adaptable and quick to learn new technologies, products, and business processes.
• Professional, dependable, and results-driven, with a strong sense of accountability and ownership.
• Knowledge of the financial services, investment management, or securities operations industry would be advantageous.
• Experience working with software vendors, third-party providers, and outsourced service partners is desirable.
• Familiarity with incident management, problem management, change management, and service management best practices would be beneficial.

Technical Knowledge:

• Advanced proficiency in Microsoft Office applications, particularly Excel, including formulas, data analysis, reporting, and macros.
• Experience using Atlassian Jira for incident management, defect tracking, change control, and workflow management.
• Understanding of IT service management, operational support processes, and service delivery best practices.
• Familiarity with ISO-accredited processes and quality standards, with experience working within controlled and auditable environments.
• Experience producing operational metrics, service reports, and management information.
• Awareness of software development, release management, and application support lifecycles.
• Knowledge of financial services systems, investment management platforms, or securities processing environments would be advantageous.

Nice to Have:

• Working knowledge of Back Office systems, particularly within investment management, wealth management, or securities operations.
• Experience within Wealth Management, Private Banking, Investment Management, or Stockbroking environments.
• Understanding of Financial Services technology, including trading, settlement, custody, corporate actions, and portfolio accounting systems.
• Experience managing teams within technical support, application support, service delivery, or software delivery environments.
• Familiarity with client-facing support models and service level management.
• Experience working with third-party software vendors, data providers, and outsourced service partners.
• Knowledge of regulatory and operational requirements within the UK financial services sector.
• Exposure to change management, software release management, and continuous service improvement initiatives.
• Experience supporting or managing the eXimius Back Office platform or similar investment management solutions would be highly beneficial.

What we offer

•      A challenging and progressive position within an international work environment

•      Permanent employment

What’s next

Please note that first interviews are mainly held virtually. Second or third stage might be arranged at our premises. Candidates who are successful in the recruitment process will be asked to consent to a pre-employment screening as part of the final steps.

Equality Policy:

We are an equal opportunities employer, and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age. We dedicate effort, resources, and time to making sure the company complies with all regulatory requirements and beyond. Objectway’s foundation is built on innovation, agility, teamwork, and respect.