Ciara Ward-Jenkins

Senior Financial Services Leader with 20+ years' experience transforming Complaints and Operational teams, integrating ways of working to deliver good client outcomes. A reputation for influencing at senior levels to drive strategic change without direct authority. Recognised for building high-performing teams, restoring service standards, and embedding client-centric cultures in complex, fast-changing environments. Expert in FCA regulatory standards, including Consumer Duty, with a proven record of leading complex organisational change.

Key Strengths: Dispute Resolution | Client Experience | Operational Excellence | Regulatory Compliance | Stakeholder Influence | Team Leadership | Strategic Transformation

CAREER HIGHLIGHTS

· Transformation & Integration: Led group-wide Complaint function integration at Nucleus Financial Group, aligning structures and standardising processes.

· Client Service Excellence: Directed service delivery for 10,000+ clients (£4bn AUM) at Schroders Personal Wealth, increasing first-contact resolution and client satisfaction.

· Operational Efficiency: Cleared substantial complaints backlog, restored service standards, and delivered process improvements across the function.

· Team Leadership: Built, integrated, and developed high-performing teams, fostering accountability, morale, and professional growth.

· Regulatory & Stakeholder Management: Maintained strong relationships with the Financial Ombudsman Service and influenced executive decisions to improve client outcomes.

• Financial services
• Client Experience enhancement
• Team culture development
• Customer Service
• Rugby
• Photography
• Walking and hiking
• Parent Teacher Association activities