Associate Client Services Manager - Pensions

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you’ll find like-minded people driving change at Howden.

Role Purpose

The Associate Client Services Manager role is the first leadership step within Client Services, providing an opportunity for experienced Senior or Principal Client Services Specialists to transition into people management.

The role combines continued technical contribution with responsibility for supporting, coaching and overseeing the work of others. Associate Managers play a vital role in embedding strong behaviours, supporting day-to-day delivery, and building confidence and capability within the team, while being supported by more experienced managers as leadership skills develop.

Key Responsibilities

1. First-Line People Leadership

• Provide day-to-day support, guidance and supervision to allocated team members.
• Act as a consistent point of contact for questions, prioritisation and escalation.
• Deliver regular check-ins, coaching conversations and informal performance feedback.
• Support new starters or developing colleagues through guidance, reassurance and example.
• Escalate performance, wellbeing or conduct matters appropriately to the line manager.

2. Operational Delivery & Oversight

• Oversee the quality, accuracy and timeliness of allocated Client Services activity.
• Support work allocation and prioritisation in line with guidance from senior managers.
• Review work outputs where required, providing constructive feedback and coaching.
• Act as a first escalation point for routine delivery issues and service challenges.

3. Technical & Specialist Contribution

• Continue to complete Senior or Principal-level Client Services activity as appropriate, including client work.
• Apply strong technical knowledge to support team problem-solving and decision-making.
• Handle more complex cases where experience and judgement add value.
• Act as a role model for quality, professionalism and process discipline.

4. Quality, Risk & Process Discipline

• Reinforce adherence to Client Services processes, controls and standards.
• Promote accuracy, good record-keeping and strong data quality.
• Identify potential risks, errors or issues early and ensure timely escalation.
• Support managers with informal quality checks and issue resolution.

5. Team Culture & Engagement

• Foster a supportive, inclusive and collaborative team environment.
• Encourage open communication, learning and knowledge-sharing.
• Model professional behaviours and a positive attitude to change and improvement.
• Support team morale by being visible, approachable and dependable.

Core Management Expectations

• Core management expectations are detailed in a separate document and are in addition to the expectations as detailed in this job description.

Behaviours & Attributes

Associate Client Services Managers are expected to demonstrate strong emerging leadership behaviours, including:

• Transitioning mindset Demonstrates a shift from individual contributor to team-focused leadership, balancing delivery with people support.
• Approachable and supportive leadership Creates a safe environment for questions, learning and feedback.
• Sound judgement and self-awareness Recognises personal limits, seeks guidance when needed, and escalates appropriately.
• Calm and professional under pressure Responds constructively to challenges, setting a steady tone for others.
• Coaching orientation Supports development through explanation, feedback and encouragement, not just instruction.
• Accountability and reliability Takes ownership of responsibilities and follows through on commitments.
• Growth mindset Actively develops leadership skills and is open to feedback and learning.

Skills & Experience

• Proven experience as a Senior or Principal Client Services Specialist.
• Strong technical understanding of Client Services activity and risk considerations.
• Emerging people leadership skills with a desire to develop further.
• Clear communicator with the ability to support and influence colleagues.
• Organised, dependable and professional in approach.

Career Progression

This role provides a supported pathway into full people management, with progression towards Client Services Manager supported through:

• Confidence and consistency in leading others
• Strong judgement and escalation awareness
• Effective delivery of team outcomes
• Demonstrated leadership behaviours and ownership
• Positive colleague and manager feedback

Location - Bristol / London / Cheltenham / Birmingham

What do we offer in return?

A career that you define. At Howden, we value diversity - there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application - if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.