Client Service Manager

Who are we?

Howden is a collective - a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you’ll find like-minded people driving change at Howden.

Client Service Manager - Pension

Howden Employee Benefits

From day one, our mission has been to create an independent business with a unique culture - one that is controlled by the people who work for it. Finding the most talented and entrepreneurial people has always been key to our success. People come to Howden for lots of different reasons, but they stay for the same one: our culture. That’s what sets us apart, and why we nurture and retain the best talent in the market. Whatever your priorities - work/life balance, career progression, sustainability, volunteering - you’ll find like-minded people driving change at Howden.

Role Overview:
Due to exciting growth, we are looking for a Client Service Manager to join our dynamic and expanding team. This is a fantastic opportunity for an experienced professional with a strong background in team management and workplace pension schemes to play a key role in driving operational excellence and service delivery. As a Client Service Manager, you will be responsible for leading and developing a high-performing team, ensuring the delivery of exceptional service to both internal and external stakeholders. You will work closely with key business areas, fostering strong relationships and driving process improvements to enhance client outcomes.

Key Responsibilities:
Team Leadership & Development: Manage, mentor, and develop a team, ensuring they are engaged, motivated, and supported to achieve their full potential. Service Delivery: Oversee the day-to-day management of pension administration services, ensuring high standards of accuracy, efficiency, and compliance.

Client & Stakeholder Management: Act as the key point of contact for internal and external clients, ensuring strong relationships and effective communication.

Process Improvement: Identify and implement improvements to streamline operations and enhance service delivery.

Compliance & Risk Management: Ensure all regulatory and legislative requirements are met, maintaining best practices and mitigating risks.

Collaboration: Work closely with other departments, including Consultancy, Operations, and Compliance, to align service delivery with business objectives.

Reporting & Performance Management: Monitor key performance indicators, provide reports on service levels, and drive continuous improvement initiatives.

What we’re looking for:

- Proven experience in team management and leadership, with a focus on employee development and engagement.
- Strong knowledge of workplace pensions, including administration and regulatory requirements.
- A client-focused approach with excellent relationship management skills.
- Strong organisational and problem-solving abilities with a keen attention to detail.
- Ability to work effectively in a fast-paced and evolving environment.
- Experience in process improvement and service enhancement.
- Excellent communication and stakeholder management skills.

Our Culture: People First

We’ve travelled far since opening our first office in 1994. Back then we were local experts - based in London, with direct access to the world’s biggest insurance market. We’re still locals, and we still deliver the right advice and the right insurance to our clients. But now, we’re local all over the world. With 15,000 global colleagues and a partner network spanning more than 100 territories, we are the largest independent insurance broker in the world. But our values haven’t changed since day one, when we set out to create a company grounded in:

- An employee-ownership model
- Aligned external investors
- The trust and integrity born of friendship
- Expertise
- Independence

Our focus on being a people-first business has always been at the very heart of Howden. Our vision was to create an independent business with a unique culture; one that would survive and thrive as a business controlled by the people working for it. Our employee ownership model sets us apart in the market. It’s created a culture of collaboration and innovation, where we’re driven to think bigger and empowered to challenge convention. Our flat structure and entrepreneurial spirit help us attract the best people and empower them to be the best version of themselves. And when we bring in and nurture great talent, more follows. Th