Job title: Client Relationship Manager Reporting to: Operations Manager
Date of Issue: February 2026
Role objective
To provide administrative support to the Advisers.
Key responsibilities
Client servicing
* Provide a friendly and professional point of contact for clients and enquiries (by phone, email and in person).
* Organise existing and prospective client meetings and actively manage the Financial Advisers’ diary and workload, if required by the Financial Advisers.
* Liaise with clients on any administration queries they may have.
* Manage client service needs and client expectations to ensure client satisfaction.
* Ensure action points resulting from client meetings get diarised and dealt with.
Processing of new business
* Preparation of meeting packs, to include new business for signing up.
* Completion, submission, and follow-up of applications, ensuring new business cases are processed in a timely and compliant manner.
* Check the accuracy and completeness of all documentation.
* Requesting required documentation from clients and sending policy documents to clients.
* Ordering quotes and requesting policy details for advisers.
* Ensure fund switches/rebalances and other trades are carried out accurately and within the company’s timescales.
Client reviews
* Organise client review meetings as per the ‘Review Process,’ if required by the Financial Advisers.
* Preparation of client valuation reports, client review reports and maintaining client files to satisfy compliance requirements.
* Ensure follow-up letters are sent promptly.
* Ensure implementation of agreed actions.
Other CRM duties
* General administrative support, including scanning, photocopying, faxing, letter writing and other applicable duties.
* Maintenance of client records on the back office system (Intelligent Office).
* Uploading file notes to the back office system, following the client or company contact.
* Submitting and processing surrender requests, death claims, etc.
* Provide Holiday and Sickness cover for colleagues.
* Ensure that significant risk issues are referred to the Operations Manager where appropriate.
* Make a constructive contribution to the continuing development of the team.
* Proactively enhance industry knowledge through external and internal sources.
* The training for this role will take place in Wellington for at least the first two weeks of employment.
This job description may be reviewed and subsequently amended to better reflect any changes required in the role.
Person specification
Required
* Proficient with Microsoft Office.
* Discretion and professionalism when handling sensitive data.
Preferred
* Previous experience in an administrative role, ideally in the financial services sector.
* Familiarity with CRM systems.
Personal skills
* Excellent interpersonal skills
* Ability to communicate clearly and concisely, both orally and in writing.
* Ability to work effectively with a team based across the region, with both face-to-face and digital communication skills.
* Ability to organise own workload, prioritise effectively and identify issues for escalation.
* Ability to learn new software.
* Previous work experience in the IFA Market and dealing with Provider Platforms – At least 2 years minimum experience required.
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