Team Spotlight: Client Services Manager Team Leader Ruby Familton

Client Services Manager Team Leader Ruby Familton

We will be showcasing our team over Sorted Money Month to enable you to ‘Push Pause’ to see if a career in investing could be for you. We have many amazing wāhine at Cambridge Partners who thrive in our progressive learning environment. All roles have pathways to advance your career.

This week we’re spotlighting our Client Services Manager and Team Leader, Ruby Familton.

As a Client Services Manager (CSM), Ruby is responsible for overseeing and ensuring the delivery of exceptional services to our clients. Ruby acts as the main point of contact for clients, handling inquiries, resolving issues, and collaborating with various internal teams to ensure smooth service delivery. As the CSM Team Leader, she also enables her team to work as efficiently as possible and helps eliminate any issues. Her primary focus is maintaining strong relationships and meeting the needs of our clients while helping her CSM team succeed in their roles.

A day in the life of Ruby Familton:

Morning routine:

  • Check emails.
  • Download reports.
  • Action investment trades.
  • Review incoming and outgoing cash against client accounts.
  • Prepare for meeting with the CSM team.
  • Meet with CSMs to discuss opportunities for improvement, potential training pieces and any updates from the wider business.
  • Ritual coffee break somewhere in between.
  • Prepare for upcoming client meetings.
  • Ensure client documentation and asset allocations are up to date for meetings that week.

Afternoon routine:

  • Check cash balances for upcoming client withdrawals.
  • Lunch break.
  • Check emails.
  • Action any requested withdrawals.

Late afternoon: Training and development time

  • Te Reo Māori.
  • Women and wealth webinars hosted by Dimensional Fund Advisors.
  • Toitū Envirocare webinars.
  • Professional Ethics Course.
  • New Zealand Certificate in Financial Services (Level 5).

Skills for success as a CSM

  • Excellent Communication: Ruby possesses strong verbal and written communication skills, allowing her to interact effectively with clients and internal teams.
  • Relationship Building: She excels in building rapport and trust with clients, fostering long-term partnerships.
  • Problem-Solving: Ruby demonstrates the ability to analyse complex situations and find innovative solutions to address client challenges.
  • Organisation and Time Management: As a Client Services Manager, she manages multiple clients and tasks simultaneously, prioritizing effectively to meet deadlines.
  • Adaptability: Given the dynamic nature of client services, Ruby is adaptable and can adjust her approach to accommodate varying client needs.
  • Empathy and Patience: Ruby exhibits empathy and patience, understanding that clients may have different levels of expertise and varying degrees of urgency.
  • Data Analysis: Proficiency in data analysis allows Ruby to measure service performance and make data-driven decisions.

Overall, Ruby Familton plays a pivotal role in ensuring the satisfaction and loyalty of the company’s clients, contributing significantly to our success and growth.

If you think a role as a Client Services Manager could be the next step in your career, get in touch with us by email:

8 August 2023

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