St. James's Place (SJP) works in partnership to plan, grow and protect our clients’ financial futures. We deliver personalised, face-to-face financial advice to our clients, who trust us to manage their money to reach their goals. We provide this service via the Partnership, a network of qualified, expert advisors. We put financial wellbeing and responsible business choices at the heart of everything we do. We believe in the value of difference and know that diverse teams can help us problem solve and innovate for clients.
We look for people to join SJP to make an impact and to contribute to our culture which is based around long term relationships, doing the right thing, and being the best version of ourselves.
Location: Cirencester Office
Workplace Type: Hybrid
Employment Type: 12 month Fixed-Term Contract
Seniority: Director
This brand new role offers a unique leadership opportunity to support the Executive team in relation to SJP’s approach and plan relating to clients. This person will be responsible for assessing SJP’s approach to clients, overseeing the implementation of actions required to align with Consumer Duty, and instigating the critical foundations, processes and policies to ensure that SJP continues to put clients at the heart of everything it does. This key individual will develop strategic plans, work with leaders and external partners to enhance the SJP proposition/client service, and oversee all client communication. This high-profile role requires previous successful experience of developing/implementing client strategies, and someone who is comfortable influencing senior management whilst creating and delivering client-centric solutions. FS background preferred but not essential.
What you’ll be doing:
- Carry out and drive forward SJP’s approach to clients (including client outcomes and experience) initially by assessing/evaluating the 'as is', how this can be enhanced and ultimately overseeing and continuing to drive customer-centric thinking across the business.
- Ensure that SJP fully understands the core client base, how clients’ needs vary and evolve, and be able to evidence that SJP and the Partnership delivers good client outcomes.
- Ensure that the SJP client proposition continues to be relevant, differentiated and accurately understood by the market and appropriately governed and prioritised.
- Oversee current and new client products/services to ensure that individually, and as a whole, they meet the needs of SJP clients within the Group’s risk appetite. This includes both client facing “manufactured” products, selected third-party products and Partner facing services.
- Ensure that data/insights are available to both the Partner and SJP to appropriately understand the market and individual clients.
- Ensure that a consistent strategy for client communications, tone of voice and content is applied across the Group (internal, consumer, trade and corporate) and maintain oversight of all communications to clients.
- Working closely with the Consumer Duty program agree and oversee how Consumer Duty is effectively embedded across SJP and what structure and resources are required to ensure this.
- Develop and implement strategies to improve the client experience.
- Keep abreast of industry trends and developments, finding opportunities for SJP to stay up to date and competitive.
Who we’re looking for:
- Effective leader – proven ability to manage a team of client-focused professionals (including a client outcomes team), focusing on their growth and development to build capabilities and professional standards across the team.
- Significant experience of developing and implementing client strategies aligned to business goals and regulatory requirements. Knows what is required to lead a step change in building a client-centric culture.
- Experience of operating successfully at a senior level in a large and complex organisation, where a collaborative approach is required to deliver and achieve results.
- Work to achieve a good understanding of the SJP business, distribution model and Partnership, and how the different functions contribute to the success of the SJP Group.
- Work to gain a strong understanding of SJP’s corporate strategy and cultural ambitions.
- Work to gain an understanding of SJP manufactured and distributed products/services, their target market, and the client journey involved in onboarding, servicing and managing clients.
- Understanding of FS and wider sector issues advantageous, but not essential.
- Able to lead a substantial portfolio of concurrent activity from inception to delivery whilst dealing with multiple complex and interconnected problems.
- Solution orientated with innovative problem solving and able to operate effectively during times of ambiguity.
- A credible leader in the context of customer/client strategy with gravitas, track record and capability, who creates trusted connections and inspires confidence.
- A skilled influencer and confident and articulate communicator who can quickly establish credibility and respect, whilst building strong working relationships across a group structure.
Chair the Client Outcomes Group.
Special Requirements:
Some national travel (Cirencester, London etc.) with occasional overnight stays. Some flexibility around working hours expected from time to time.
What's in it for you?
- Non-Contributory Pension – 10% (increasing with length of service up to 15%) with further pension matching.
- Parental leave – 6 months full pay
- 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday
Flexible Working
We know that everyone works best in different ways, at different times and in different environments. We have introduced a hybrid working policy to provide greater flexibility for part-time work, job-sharing, remote working, and flexibility on hours. Our people are encouraged to work in a flexible way that suits their lifestyle, so please ask the question and start a conversation!
Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box.
Reasonable Adjustments
We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, if you require reasonable adjustment(s) at any stage please let us know by emailing us at
What's next?
Our team will be in touch. As a business regulated by the FCA we would advise you to familiarise yourself with the conduct regulations and in particular consumer duty obligations prior to an interview with SJP.
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