Client Service Manager – Glasgow

Overview

In this role you drive delivery of operational services within the WTW service delivery framework, ensuring performance aligns with compliance and budget targets. You will lead a large, matrixed team and work with cross‑functional partners to maintain high levels of client service. You help translate company strategy into actionable service improvements and change initiatives. You will shape how client services scale, measure success, and contribute to a culture of inclusion and excellence. This is an opportunity to impact client outcomes, operational efficiency, and business objectives at scale.

Pay / Benefits

• 25 days annual leave
• extra WTW day
• private healthcare
• life insurance
• group income protection
• pension scheme with matched contributions up to 10%

Responsibilities

• Lead and direct a team to deliver client services in a large-scale, matrix environment
• Ensure service delivery adheres to compliance standards and budget constraints
• Communicate, negotiate and influence to secure stakeholder alignment
• Monitor and drive key company metrics and performance measures
• Manage change with a focus on improving operations and outcomes
• Develop and implement planning and budgeting processes
• Demonstrate strong business and financial acumen aligned with company strategy

Key requirements

• A level education or relevant industry experience (preferable
• Professional qualification ACII or working towards it (preferable)
• Proven leadership and management track record in delivering client service in matrix settings
• Strong communication, negotiation and influencing skills
• Ability to lead and direct a team
• High levels of business and financial acumen with understanding of strategy and objectives
• Strong problem solving, planning and budgeting skills
• Experience delivering key metrics and managing change

• leadership
• communication
• negotiation
• budgeting
• change management
• metrics delivery

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