Team Manager - Key Accounts

Job Description

We're looking for a brilliant Team Manager to join our Key Accounts team.

The best thing about this role is the integral part you'll play in helping our team build deep and meaningful relationships with advisers while delivering exceptional service and outcomes. You'll lead a team of Relationship Managers and Client Relations Managers, creating an environment where people can perform at their best, develop their careers and deliver a best-loved experience for our firms.

You'll work closely with Business Development, Operations, Propositions, Change and other key stakeholders to ensure we're continuously improving the experience of our adviser audience, supporting growth opportunities and proactively addressing challenges before they impact our clients.

As a people leader, you'll balance the demands of relationship management, operational performance, people engagement, risk management and continuous improvement, ensuring the team delivers excellent outcomes for advisers, customers and the business.

Responsibilities
This is not your typical Team Manager role. We're looking for someone who can inspire a high-performing team, strengthen adviser relationships and drive positive change across the business.

You'll spend your time:
 
Leadership & People Development

• Leading, coaching and developing a high-performing team, creating a culture of accountability, continuous improvement and exceptional service. 
• Supporting the growth of your team through regular performance conversations, targeted development, succession planning and change leadership. 
• Creating an inclusive environment where people feel empowered, engaged and able to perform at their best.

 
Relationship Management & Client Experience

• Supporting the team to build strong, trusted relationships with key adviser firms, helping to drive retention, growth and positive service sentiment. 

Partnering with Business Development colleagues and supporting service reviews, firm engagement activity and complex adviser interactions. 

Acting as an advocate for adviser and customer outcomes, ensuring feedback is understood, acted upon and informs continuous improvement.

 
Operational Leadership

• Managing team performance, capacity and workload to ensure excellent service delivery and sustainable outcomes. 
• Using MI, customer insight and operational data to identify trends, manage risks and drive performance improvements. 
• Leading the resolution of complex service issues and implementing continuous improvement initiatives that enhance customer, adviser and colleague experiences.

 
Risk, Controls & Governance

• Promoting a strong culture of risk awareness and accountability, ensuring compliance with regulatory requirements, internal policies and control frameworks. 
• Supporting good customer and adviser outcomes by proactively identifying, managing and escalating operational risks where appropriate

 
Stakeholder Management

• Building strong relationships across the business to influence decisions, drive collaboration and deliver great outcomes for advisers and customers. 
• Representing Key Accounts in internal forums and acting as a trusted partner for stakeholders across Operations, Distribution, Risk, Change, Propositions and Technology and other key areas. 

 
About you
Your friends would probably describe you as the organised one. You build trusted relationships easily, enjoy helping others succeed and can confidently balance strategic thinking with operational delivery.
 
You ask thoughtful questions, collaborate effectively and aren't afraid to challenge constructively when it helps improve outcomes. You thrive in a fast-paced environment, enjoy solving complex problems and are passionate about creating exceptional experiences for customers, advisers and colleagues.
 
We've always placed more importance on cultural contribution than technical ability, but we'd really like you to have:
 
Experience & Knowledge

• Experience leading and developing high-performing teams.

Strong understanding of customer service, relationship management and operational delivery, ideally within financial services or a regulated environment. 

Knowledge of risk management, governance, Consumer Duty principles and the importance of delivering good customer outcomes. 

Understanding of resource planning, workload management and the adviser platform market.

 
Skills & Behaviours

• Strong leadership, coaching and people development skills, with the ability to create high-performing teams. 
• Excellent communication, relationship-building and stakeholder management skills, with the confidence to influence at all levels. 
• Analytical and commercially aware, using data and insight to make decisions, solve problems and drive improvements. 
• Able to lead through change, manage competing priorities and make sound decisions in a fast-paced environment. 
• A collaborative, customer-focused mindset with a passion for continuous improvement.
  

A little about us  

We’re the Nucleus Financial Platforms group and we help make retirement more rewarding.  
People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.  

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.  

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.  

Inclusion and diversity at Nucleus  
As with most things in life, who cares, wins. We really care about inclusion.  
For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe i

t to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.  

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.  

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.