Director of Wealth Manager Experience

This pivotal role drives change initiatives across technology, training, and engagement, ensuring enhancements meet front-office needs and deliver measurable business impact. You will champion a service-first culture that priorities quality, collaboration, and responsiveness, ensuring Wealth Managers receive tailored support that enhances productivity, strengthens client relationships, and promotes best practice. Acting as the strategic link between front office, operations, and central functions, you will align initiatives with Group-wide priorities, translating business goals into practical solutions. As a visible and trusted leader, you will foster collaboration across head office and branch teams, ensuring diverse perspectives are heard and valued. By combining strategic oversight with hands-on engagement, you will embed operational excellence and cultural change sustainably across all client-facing teams. Through strong partnerships and active listening, you will represent the voice of the front office in strategic planning and system optimisation. Key Areas of Responsibility Define and lead the strategic direction of the Wealth Management Experience, ensuring alignment with organisational priorities. Own the Wealth Manager Journey, delivering efficiency and a service of excellence across all touch points. Lead the delivery of programs that provide consistent, high-quality support to front-office teams. Identify opportunities to optimise processes and tools for greater consistency and efficiency. Champion a service-first, inclusive culture embedding values of partnership and collaboration. Drive change initiatives that improve the Wealth Manager experience through technology, training, and engagement. Partner with Business Solutions and Operations to prioritize and shape process developments that enhance usability and efficiency. Develop and implement tailored training, coaching, and engagement frameworks that reflect diverse learning needs. Monitor metrics and feedback to assess effectiveness, share insights, and refine support strategies. Enhance training materials and knowledge resources to ensure accessibility and clarity. Provide regular feedback through meetings, visits, and other forums to maintain open communication. Represent Wealth Managers in projects, ensuring their needs and perspectives inform successful outcomes. Build strong relationships and maintain regular engagement to collect insights and translate them into actionable improvements. Implement control mechanisms to identify, monitor, and report risks effectively. Advocate for the front office in governance and transformation forums, using data and feedback to prioritize improvements. Promote collaboration between front office, Operations, Risk, Legal, Compliance, and Technology teams. Ensure communications and engagement strategies are inclusive and tailored to front-office needs. Align team capability and capacity with evolving business requirements. Model collaborative, solution-focused leadership that reinforces desired cultural behaviors. Oversee risk and audit objectives, ensuring compliance and timely governance deliverables. Qualifications & Experience Proven experience defining and delivering strategic initiatives that drive cultural change, operational efficiency, and adoption of new tools and processes. Strong understanding of front-office operations, Wealth Manager workflows, and the client lifecycle. Service-oriented mindset, committed to enabling others to succeed. Authentic leadership style that promotes openness, trust, and consistency. Experience in service-excellence and continuous improvement programs with measurable impact. Ability to influence and collaborate with senior stakeholders, building trust and alignment across diverse teams. Familiarity with Consumer Duty, Conduct Risk, and client-outcome frameworks. Knowledge & Skills Demonstrated experience in leading and developing high-performing, service-focused teams. Ability to work effectively with senior management and cross-functional leaders. Strong data and MI literacy, using insights to identify trends and inform improvement plans. Excellent communication and presentation skills, with the ability to explain complex concepts clearly. Skilled in process mapping, simplification, and continuous improvement methodologies. Proficiency in Microsoft Office and adaptability to new technologies. Collaborative team player with a proactive, can-do attitude. Resilient and calm under pressure, with a focus on solutions and inclusivity.