Client Operations Manager

We are seeking a strategic and relationship-driven Client Operations Manager to join our Service Operations team in Chesterfield. The Client Operations Manager is responsible for managing a portfolio of pension clients, ensuring high-quality service delivery, and driving commercial growth. You’ll act as a key liaison between clients and internal teams, helping shape and enhance our product offering while ensuring client satisfaction and retention.

Key Responsibilities

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Manage relationships with a portfolio of pension clients, acting as the main point of contact at both strategic and tactical levels.

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Collaborate with internal teams to ensure client requirements are met and service levels are maintained.

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Support the development and presentation of proposals to new clients and identify opportunities for growth.

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Anticipate client concerns and manage expectations around operational performance and service changes.

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Lead client retention strategies and account development aligned with Brightwell’s growth agenda.

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Provide project and operational support to ensure client outcomes are achieved and exceeded.

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Oversee client reporting and support presentation of performance updates.

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Ensure compliance with governance frameworks and contractual obligations.

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Identify and implement solutions that meet stakeholder needs across the business.

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Acting as the day-to-day contact for client, ensuring timely and consistent responses.

Person Specification

We’re looking for a commercially aware professional with a proven track record in client relationship management, including senior stakeholder engagement. You’ll bring strong influencing and communication skills, experience in identifying and delivering service improvements, and the ability to operate effectively in a change-driven environment. Experience in the pensions industry, particularly in regulated settings, and familiarity with Requests for Proposal would be advantageous.

Why Brightwell?

As a Brightwell colleague, you will enjoy a competitive salary, hybrid work practices, professional development, career development, and a great benefits package including:

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Annual performance bonuses of up to 10-20%.

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25 days holiday (increasing to 30 with service) plus bank holidays

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A pension with 15-17% employer contributions (depending on age).

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8 x salary Life Insurance.

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Generous family friendly policies, including up to 26 weeks full pay (maternity, adoption and paternity leave)

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Free health assessments.

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Health cash plan.

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Professional study support.

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Employee Assistance Programme and free Wellhub wellness network platform access.

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Free parking.