Jenny Nicholson

WHO I HELP

Private individuals. High net worth individuals. Families. Business owners.

HOW I HELP

Client experience. Financial planning. Organisational management.

“FOCUSED ON DELIVERING THE BEST CLIENT EXPERIENCE.”

Based in our London office, Jenny Nicholson is a Client Relationship Support team member at AAB Wealth, working closely with Client Relationship Managers and Financial Planners to ensure every client journey is seamless from start to finish. Her role focuses on the coordination and detail that sits behind great client service, from gathering key information and liaising with providers to preparing documentation, tracking progress, and keeping clients informed at every stage. With a strong grounding in financial services built over several years, Jenny brings a practical understanding of end-to-end client processes, developed through experience spanning investment banking and financial advisory environments. This breadth of exposure enables her to anticipate client needs and support efficient, accurate delivery of advice.

A TYPICAL WEEK IN MY ROLE

“No two weeks are ever the same. I work alongside Client Relationship Managers and Planners to ensure clients receive timely updates and that all aspects of their financial plans are implemented correctly. My responsibilities include preparing meeting documentation, checking and updating client information, and coordinating with external providers to progress transactions. It’s a role that requires organisation, attention to detail, and clear communication. I enjoy the variety and the sense that every task contributes to a smoother, more positive client experience.”

WHAT DREW ME TO FINANCIAL SERVICES

“I have been working in financial services since I was 18, and my career developed naturally from there. Over time, I gained exposure to different areas of the industry, which helped me build a strong understanding of how client journeys work from start to finish. What has kept me in the profession is the combination of structure, problem-solving, and the opportunity to support people with important financial decisions. That early start gave me a solid foundation and shaped the way I approach my work today.”

EXPERIENCE THAT SHAPES MY APPROACH

“My background spans both investment banking and working closely with financial advisers, which has given me a broad perspective on client service and operational delivery. This experience means I understand the importance of accuracy, timing, and communication in ensuring that plans are executed effectively. It also helps me to identify potential issues early and support the team in resolving them quickly, always with the client experience in mind.”

STRIKING A BALANCE

“One of the most significant challenges I have navigated in my career has been becoming a mum while continuing to manage a busy professional role. It has taught me a great deal about balance, prioritisation, and resilience. I have learned to be highly organised and intentional with my time, ensuring that both my personal and professional responsibilities are met. This experience has strengthened my empathy and focus, particularly when supporting clients who are managing their own life commitments alongside financial planning.”

BUILDING LONG-LASTING RELATIONSHIPS

“Building relationships is the principle I bring to every client interaction. I believe trust is built through consistency, reliability, and clear communication. By being responsive and approachable, I aim to make clients feel supported and confident that their needs are being taken care of. I also value understanding each client’s personal circumstances so that support can be tailored appropriately, ensuring a more personal and effective service.”

WHAT MATTERS MOST IN MY ROLE

“The most satisfying part of my role is knowing that I have helped clients feel informed, comfortable, and reassured about their financial arrangements. I take pride in contributing to a process that can often feel complex, making it simpler and more manageable for clients. Whether it is providing updates or ensuring paperwork is completed accurately, I focus on removing friction and helping things run smoothly behind the scenes.”

LOOKING AHEAD & DEVELOPING MY SKILLS

“Looking to the future, I am keen to continue building my technical knowledge and progressing my professional qualifications. Financial services is an evolving industry, and I want to ensure I continue to grow alongside it. At AAB Wealth, I am supported by experienced colleagues who help me develop my understanding and confidence. My long-term aim is to continue expanding my responsibilities while maintaining a strong focus on delivering excellent client support.”

Alex Bui

WHO I HELP

Private individuals. Families. Business owners. Executives.

HOW I HELP

Financial planning. Financial analysis. Compliance.

“Helping clients to harness the power of time & compound growth”

Based in our London office, Alex Bui is a Client Relationship Manager, playing a key role in managing and nurturing ongoing client relationships. He works closely with financial planners to ensure client requirements are delivered efficiently and accurately, supporting seamless communication across all stages of the financial planning journey. His role also includes coordinating additional contributions for existing investments and ensuring that client servicing is handled with consistency, clarity and care.

Alex brings a unique perspective to wealth management, shaped by a 20-year career in engineering before transitioning into financial services. This background has given him a strong analytical mindset, exceptional attention to detail and a structured approach to problem-solving. Combined with his Diploma in Regulated Financial Planning, he is able to bridge technical understanding with client-focused service, ensuring that complex information is communicated in a clear and accessible way.

RELATIONSHIPS BUILT ON UNDERSTANDING

“Building strong client relationships starts with taking the time to understand each client’s circumstances, goals and concerns before looking at solutions. I believe trust is earned through listening and clear communication. When clients feel heard and understood, it creates the foundation for long-term relationships where they can make confident, informed decisions about their financial future.”

FROM ENGINEERING TO WEALTH MANAGEMENT

“Moving from engineering into wealth management was a significant transition, but it gave me a strong foundation in discipline, structure and analytical thinking. I chose this career because of my own experience of financial planning and seeing the long-term benefits of starting early. I wanted to help others experience that same clarity and confidence when making financial decisions.”

CONSISTENT, RELIABLE & DETAIL-FOCUSED

“My engineering background taught me the importance of precision, structure and accountability. In my role today, I apply those same principles to ensure nothing is overlooked and that every piece of client work is handled thoroughly. I take pride in being dependable, responsive and organised, making sure both clients and colleagues can rely on me to deliver.”

TURNING COMPLEXITY INTO CLARITY

“A challenge that I’ve faced is supporting clients who feel overwhelmed by their financial situation. By focusing on clear communication, regular updates and empathy, I’ve been able to help clients regain confidence and understanding. A key lesson for me has been that complexity becomes manageable when it is broken down clearly and explained in a way that is relevant to the individual.”

A MOMENT THAT MATTERS

“One of the most rewarding experiences I’ve had was helping a client who was initially frustrated and uncertain about their areas of concern. Through consistent communication and reassurance, we were able to rebuild their confidence. They later told me they appreciated how dependable and responsive I was throughout the process, which reinforced for me the importance of reliability in building trust.”

THE POWER OF COLLABORATION

“What stands out most about AAB is the collaborative environment. Working alongside experienced colleagues across different specialisms means there is always support available and a shared focus on achieving the best outcomes for clients. That culture of openness and knowledge-sharing makes a real difference to both personal development and client service.”

ADAPTING & EVOLVING WITH THE INDUSTRY

“I’m particularly interested in how technology, especially AI and data-driven tools, can enhance financial planning. These developments have the potential to improve efficiency, accuracy and insight, allowing advisors to focus more on meaningful client conversations. I’m keen to continue developing in this area as the industry evolves.”

LOOKING AHEAD

“What motivates me most is the opportunity to help clients feel more confident and in control of their financial future. Financial planning is not just about numbers, it’s about clarity, structure and long-term thinking. I’m proud to be part of a team that values those principles, and I look forward to continuing to support clients in making informed decisions that help them achieve their goals.”

Calum Runciman

Who I help

Private individuals. Families. Business owners.

How I help

Financial planning research. Client case analysis. Investment and product research. Suitability report drafting. Personal tax considerations. Technical financial planning support. Adviser collaboration.

“I ask clients, why not now? And then show it is achievable.”

Calum Runciman is a Client Relationship Manager within our Wealth Management team, based in our Glasgow office. He works closely with Financial planners and advisers to support the delivery of clear financial planning advice. For him, it’s all about building strong relationships, supporting the team around me and helping clients feel confident that everything is being looked after properly.

A typical week can involve report writing, team meetings, supporting advisers, preparing for client meetings and coordinating with different parts of the business to keep everything moving smoothly.

No two days are the same

One of the things I enjoy most about my role is the variety. No two weeks ever look alike. Some days are heavily focused on technical work and making sure every detail is accurate. Other days are more about communication, problem-solving and keeping clients and advisers updated.

I enjoy the pace of it. There’s always something new to learn, and every client situation is different. That variety keeps things interesting and pushes me to keep developing my skills. At the heart of it all is teamwork. Financial planning works best when everyone works together properly, and I enjoy being part of a team that genuinely wants to deliver a great service for clients.”

Built on relationships

I’ve always been interested in finance, but what really drew me into this career was the people side of the role. I enjoy building long-term relationships and helping people feel supported. Financial planning is about far more than numbers. Behind every recommendation or piece of advice is a person, a family or a business trying to achieve something important.

That’s what makes the work rewarding for me. I support advisers who work with all types of clients, from private individuals and families to professional clients and business owners. My role is to help ensure nothing gets missed, communication stays clear, and clients receive the level of service they expect from AAB Wealth. For me, trust is everything.

Listening is the priority

One thing I believe strongly about when building relationships is that listening matters more than speaking. You learn far more by properly understanding someone’s concerns, priorities and goals than by rushing into solutions too quickly. Whether I’m working with advisers, colleagues or clients, I always try to focus on listening carefully and understanding what’s needed before taking action.

That approach also helps build confidence. People want to know they’re being heard and that the people supporting them genuinely care about getting things right. A lot of strong relationships are built simply by following through on expectations. If we say we’re going to do something, we do it. Clear communication, reliability and consistency go a long way.

Solving problems together

One of the most rewarding parts of being at AAB Wealth is the team environment. Everyone works together to solve problems and deliver the best possible experience for clients. There’s a strong sense of support across the business, and people are always willing to help each other when challenges arise.

Client work can often be complex, but that’s part of what makes the role enjoyable. Every challenge is an opportunity to learn something new and improve the way we work. I also think it’s important to recognise when collaboration is needed. Nobody has all the answers all the time, especially when dealing with more technical or specialist areas. Asking for help when needed is a strength, not a weakness, and it ultimately leads to better outcomes for clients.

Focused on the future

I’m always looking to keep developing my technical knowledge, particularly in more complex areas of advice. The financial planning industry is constantly evolving, and there’s always more to learn. That’s something I enjoy. The more knowledge and experience you build, the better equipped you are to support both advisers and clients.

Alongside technical development, I also want to continue strengthening the relationship side of the role. Strong communication, reliability and trust are skills that never stop being important in this profession.

Calum Dowie

WHO I HELP

High-net-worth individuals. Families. Individuals with inherited wealth. Clients with compensation awards. Sports professionals.

HOW I HELP

Client support. Financial planning administration. Investment platform transactions. Client communications. Document preparation. File management. Tax year-end support.

“HELPING SHAPE GOALS & PROVIDE FINANCIAL STABILITY”

Based in our Edinburgh office, Calum Dowie is a Client Relationship Support professional who plays a key role in delivering a smooth, efficient, and personable experience for both our clients and financial planners. Working with a diverse range of individuals, Calum supports clients from a variety of backgrounds, including those with inherited wealth, compensation awards, and complex financial circumstances. His focus is on ensuring that every client interaction is handled with care, accuracy, and professionalism, helping to build trust and confidence throughout the financial planning journey.

Calum’s role is varied and fast-paced, with no two weeks the same. He is responsible for a wide range of essential tasks that underpin the delivery of high-quality financial planning services. From preparing and issuing client communications based on recommendations to managing documentation, liaising with providers, and transacting instructions across multiple investment platforms, Calum ensures that every detail is handled efficiently and accurately. His background in financial services has given him a strong understanding of both client service and financial planning processes. This experience allows him to provide knowledgeable, reliable support while contributing to a seamless and well-coordinated client experience.

BUILDING TRUST THROUGH EVERY INTERACTION

“Even though much of my role is carried out through phone calls and emails, I always aim to be confident and approachable in my communication, and willing to go the extra mile.

I know that trust is at the heart of every client relationship. Even without regular face-to-face contact, I focus on making each interaction meaningful by being responsive, clear, and supportive. Creating a consistent and positive experience helps build confidence, and I always aim to ensure clients feel reassured and well looked after.”

A VARIED ROLE WITH REAL IMPACT

“One of the things I enjoy most about my role is the variety. No two clients are the same, and no two days are the same either. Whether I’m supporting with communications, handling platform transactions, or helping the team during busy periods like tax year-end, it keeps the role interesting and rewarding, and I find myself continually developing.

I enjoy adapting to different client needs and supporting a wide range of activities across the team. It allows me to build my knowledge, stay flexible in my approach, and play a meaningful role in delivering a high standard of service across the board.”

SUPPORTING CLIENTS WHEN IT MATTERS MOST

“Like I said above, tax year-end is always a busy and challenging time, with a high volume of client requests to manage.

During key periods like this, I focus on staying organised and maintaining a high level of attention to detail. It’s important that every request is handled accurately and on time, as it can have a direct impact on clients’ financial positions. By working closely with the team, we’re able to manage demand effectively and continue delivering a consistent, high-quality service when it matters most.”

A TEAM-DRIVEN APPROACH

“Collaboration is a big part of how I approach my role. I’m always happy to support others and contribute wherever I can, which helps strengthen the overall team dynamic. Since joining, I’ve built strong relationships across the office, and that supportive environment plays an important role in how we work together and deliver the best outcomes for our clients.”

CONTINUOUS LEARNING & DEVELOPMENT

“I’m really keen to continue building my knowledge within financial planning and develop my expertise further.

Developing my skills is a key priority for me. I’m looking forward to starting my professional exams and continuing to build on the foundation I already have. I see learning as an ongoing process, and I’m motivated to keep improving so I can enhance the support I provide and grow within my role over time.”

EMBRACING THE FUTURE OF FINANCE

“I’m particularly interested in how technology is shaping the future of financial services. It’s exciting to see how tools like AI can improve efficiency and enhance the client experience, and I’m keen to explore how these developments can support the work we do. I believe combining innovation with a strong personal approach will be key to delivering the best outcomes for clients going forward.”

Kierni Adam

WHO I HELP

Individuals. Families. Business owners.

HOW I HELP

Financial planning. Supporting internal teams. Financial administration.

“PUTTING CLIENTS FIRST AND EXCEEDING EXPECTATIONS.”

Based in our Aberdeen office, Kierni Adam is part of the Client Relationship Support team at AAB Wealth, helping clients feel confident and informed about their financial plans. Her role combines attention to detail, clear communication and proactive support, ensuring that clients receive a seamless service. Inspired by her interest in financial services and a passion for helping people, Kierni pursued a career that allows her to build strong client relationships while contributing to positive client outcomes.

Her week is varied, shaped by the individual needs of each client. She assists advisers in preparing for annual client meetings, follows up on actions from these meetings, and communicates with providers to gather and collate necessary information. Weekly, she updates clients on their investments, keeps them informed of progress and responds to any queries, ensuring consistent, transparent and timely support.

CLEAR, CONSISTENT COMMUNICATION

“For me, building relationships starts with being approachable and dependable. I want clients to feel comfortable asking questions, no matter how big or small. An open line of communication is key, particularly during times when clients are making changes to their investments or exploring new options.

One example was a client who was making multiple adjustments to their portfolio. By keeping them regularly updated on the progress of each action, explaining each stage clearly, and responding promptly to their queries, I was able to build trust and confidence. They became much more comfortable reaching out, knowing their needs would be understood and addressed.”

ATTENTION TO DETAIL

“My strengths lie in strong communication, organisation and attention to detail. These skills ensure that clients receive accurate information in a timely manner, and that every interaction is tailored to their individual circumstances.

Coordinating effectively with advisers, paraplanners and colleagues allows me to make processes as seamless as possible. Clients can rely on me to provide updates, follow up on actions, and make sure nothing is overlooked. It’s about making the experience smooth and reassuring for them.”

TURNING CHALLENGES INTO CLARITY

“The biggest lesson I’ve learned is that every client is different. Each has their own goals, priorities and understanding of financial matters. Taking the time to truly understand these differences allows me to provide relevant, personalised support.

Managing multiple client needs can be challenging, but staying organised, listening carefully, and providing timely responses ensures clients feel valued and supported. Challenges become opportunities to show reliability and build confidence.”

LEARNING AND GROWING TOGETHER

“Being part of AAB Wealth is particularly rewarding due to the collaborative culture. Colleagues are always willing to share expertise, support one another, and work together to deliver exceptional client outcomes.

This environment allows me to develop both professionally and personally. I am encouraged to continuously improve my skills, take on new responsibilities, and contribute to a culture of excellence.”

SIMPLIFYING COMPLEX INFORMATION

“Recently, I worked with clients who found certain financial information difficult to understand. I addressed each of their questions individually, providing clear, tailored explanations. By breaking down the information step by step, they were able to feel informed, confident, and empowered in making decisions.

Receiving feedback like this is incredibly rewarding, as it shows that my efforts to make financial matters accessible and understandable have a real impact.”

STAYING AHEAD IN FINANCIAL SERVICES

“I am currently working towards completing my diploma in Regulated Financial Planning. This qualification will deepen my knowledge of financial services, improve the support I can provide to clients and advisers, and keep me up to date with best practices in the industry.

Additionally, staying current with trends and developments ensures that clients receive the most relevant and effective support possible.”

TAILORED SUPPORT

“A common misconception about client relationship support is that the role is routine or administrative. In reality, no two clients are the same, and each interaction presents a unique opportunity to provide tailored guidance.

I enjoy the variety in my role, from preparing for meetings and handling follow-ups to directly supporting clients with personalised advice and updates. Every day brings new challenges and opportunities to make a difference.”

Kirsty Minor

WHO I HELP

High-net worth individuals. Couples. Business owners. Retirees.

HOW I HELP

Investment analysis. Suitability reports. Financial plan implementation. Portfolio reviews. Tax-efficient structuring. Client education. Research and insight. Ongoing guidance and reassurance.

“IT’S ABOUT EMPOWERING CLIENTS TO ACHIEVE THEIR FINANCIAL GOALS”

Based in our Aberdeen office, Kirsty Minor is a Financial Planning associate working hand in hand with financial planners and client support to give clients a smooth, reassuring experience from the moment they walk through the door. Her week blends deep analysis with practical delivery from reviewing existing holdings and preparing suitability reports, to implementing and monitoring the financial plans that shape a client’s long-term future.

Kirsty’s journey began as a client administrator, spending five years gaining a deep understanding of the mechanics behind financial planning. During that time, she discovered a love for research and a talent for turning complex information into something clients could genuinely use. Six years into paraplanning, that passion hasn’t faded. She still enjoys digging into the detail, exploring options, and helping clients understand how each decision moves them closer to their goals.

For Kirsty, clarity matters. She brings a strong grasp of investment vehicles, tax implications, and regulation, but she explains everything in plain English. That’s what helps clients feel confident. That’s what makes the process less intimidating and far more empowering.

BUILDING TRUST THROUGH TRANSPARENCY

“Being transparent and reliable, while creating a comfortable and open environment is essential for any client relationship. At the heart of this approach is trust, which helps clients feel truly heard and understood.A POINT OF

CONTACT CLIENTS CAN RELY ON

“I aim to establish myself as a key point of contact. Whether I respond directly or bring the right people into the conversation, clients know I’m there and that their needs won’t be overlooked. My goal is to ensure they feel supported, informed, and reassured at every stage of the process.

A TEAM WITH A SHARED PURPOSE

“Everyone at AAB Wealth is focused entirely on achieving the best possible outcomes for clients. The business responds quickly to change, which makes it an exciting and rewarding place to work.”

TURNING COMPLEX HOLDINGS INTO CLEAR, MANAGEABLE PLANS

“Many clients come in with several pensions and investments gathered over the years. Different providers. Different strategies. It’s overwhelming for them. I help them understand what they have, whether those holdings support their goals, and how to simplify things so everything feels more structured and manageable.”

SUPPORT THAT BUILDS CONFIDENCE

“I find the most satisfaction in helping clients achieve goals they once thought were out of reach. Seeing that shift from worry to confidence is incredibly rewarding, and one of the compliments that has stayed with me most was a client saying that my support helped them relax.  Knowing I was following up and keeping things on track let them feel confident their issue would be resolved.”

STAYING AHEAD IN A CHANGING LANDSCAPE

“The biggest challenge is the constant change in legislation and regulation. You have to be proactive and anticipate what could affect clients-but without acting too soon. The only way to do this well is to stay informed, review portfolios regularly, and stay close to clients so our advice is always accurate and relevant.”

FINANCIAL PLANNING IS FOR EVERYONE

“A common misconception in financial planning is that it is only for people who already have significant wealth. Everyone can benefit. The aim is to meet people where they are and put a strategy in place to help them move forward.”

STRENGTHS THAT MAKE A DIFFERENCE

“One of my key strengths is combining inquisitiveness with an analytical approach which helps me dig into what clients are really looking for. That means the suitability reports I prepare reflect their true objectives and needs.”

LOOKING AHEAD

“I’m excited to see how AI can support financial planning. Used well, it can streamline processes and give us more time with clients-more time to deliver high-quality, meaningful advice.

Francesca Powell

WHO I HELP

Private individuals. Families. Business owners. Internal teams.

HOW I HELP

CSM team leader. Financial planning. Operations management. Team development. Collaboration.

“WHATEVER YOUR GOALS, I’LL FIND THE BEST PATH TO ACHIEVE THEM.”

Based in our London Gatwick office, Francesca Powell is a Support Team Leader in Technical Support at AAB Wealth. She plays a vital role in ensuring clients receive a first-class experience through efficient processes and thoughtful guidance. Managing the Client Service Management team, she oversees workflow, training, and recruitment to maintain the highest standards of service. In addition, Fran provides technical support to the financial planning team – researching, writing reports, checking new business submissions, and resolving both planner and client queries.

Having previously been a registered individual who attended client meetings, Fran understands first-hand what clients want and expect from their financial adviser. Her career has been driven by a desire to blend technical excellence with empathy – ensuring that every client feels listened to, supported, and confident in their financial journey. It was this balance of human connection and analytical thinking that first inspired her to pursue a career in financial planning support.

BUILDING TRUST THROUGH ACTIONS

“For me, strong client relationships start with listening and following through. It’s important that clients feel heard.  I believe consistency and transparency build trust over time.  Whether I’m supporting a planner with a complex case or helping a client resolve a query, my goal is to create a sense of clarity and confidence.

I see every interaction as an opportunity to reassure clients that they are in safe hands, and I take real care in ensuring information is communicated in a way that feels accessible and reassuring. By staying proactive, remaining calm under pressure, and keeping clients updated at every stage, I aim to remove unnecessary stress so they can focus on what matters most.”

PRECISION WITH PERSPECTIVE

“One of the most valuable lessons I’ve learnt in my career is the power of the pause. When faced with challenges or conflicting priorities, I’ve learnt to stop, consider and breathe. This approach helps me see situations clearly and make better decisions for clients and colleagues alike. Paraplanning and technical support often involve translating complex information into clear, understandable reports. It’s not just about accuracy; it’s about maintaining calm focus while juggling multiple cases with different deadlines and priorities. That’s where discipline, organisation, and communication really make a difference.”

PROUD TO BE PART OF AAB WEALTH

“I feel incredibly proud of the people in my team. Some have gone on to become financial planners, and others have chosen to remain as paraplanners – both paths equally valuable and rewarding. Watching them develop into confident professionals is a real highlight for me. When someone in the team thrives, it feels like a shared success. Leadership isn’t about control; it’s about creating an environment where others can flourish. Being part of a team that supports each other, celebrates achievements, and works collaboratively makes the work especially fulfilling. It’s inspiring to see how each person contributes to the wider success of AAB Wealth, and I feel privileged to play even a small part in their journey.”

GROWING THROUGH INNOVATION

“I’m always looking for ways to improve how we work.  I’m particularly interested in how AI can help reduce capacity pressures and streamline our workflows – freeing up more time for relationship-focused work. I find it exciting to explore new tools or technologies that can simplify the more repetitive aspects of our roles, allowing the team to spend more energy on the areas where their expertise really adds value. I’m also keen to develop my leadership skills further so that I can continue to support and guide my team as our roles evolve. Improving efficiency and ensuring that the right people are doing the right tasks is a key focus for me as we grow with AAB Wealth. Ultimately, I want to create an environment where continuous improvement feels natural and where smarter ways of working lead to better outcomes for both colleagues and clients.”

Tracey Stimson

WHO I HELP

Private Individuals. Families. Business Owners. Executives.

HOW I HELP

New business processing. Letters of authority. Trading support. Annual review preparation. Client liaison. Workflow management. Administrative accuracy. Behind – the – scenes support. Financial planning coordination. 

“ALWAYS LEARNING, ALWAYS IMPROVING.”

As a Client Support Administrator, Tracey Stimson plays a vital role in ensuring clients receive a smooth and professional experience throughout their financial planning journey. Her weeks vary significantly – from processing letters of authority, submitting new business, supporting trading activity, to preparing detailed annual review reports for the Financial Planner.

New to the role but already making a strong impact, Tracey is quickly developing expertise across investments, pensions, and long – term planning processes. Her previous experience as a Mortgage and Protection Adviser gave her a solid grounding in working directly with clients, understanding their concerns, and guiding them through major financial decisions. 

Today, she applies that same level of care behind the scenes – focusing on accuracy, organisation, and reliable delivery. Her goal is simple: to make sure every client feels supported, confident, and reassured, knowing their financial affairs are being handled with diligence and attention to detail. Transitioning from a fully client – facing role to a technical support position was a significant challenge, but it taught Tracey the value of adaptability, asking questions, and embracing continuous learning. It’s an approach she brings into her work every day.

BUILDING TRUST THROUGH RELIABILITY 

“Reliability is my non – negotiable when it comes to client relationships. Even when I’m not speaking directly with clients, I want them to feel confident that everything is being handled carefully, accurately, and on time. Clear communication and following through on what’s promised is what builds trust.” 

SUPPORTING CLIENTS WITH CARE 

“While working as a Mortgage and Protection Adviser, I helped a first – time buyer who felt completely overwhelmed. By explaining everything clearly and staying in regular contact – even when we faced delays – I was able to reassure them and keep the process moving. By completion, they told me they’d felt supported throughout every step of the journey. That experience reinforced how important consistency and communication are in building strong relationships.” 

MAKING A GENUINE DIFFERENCE 

“The most satisfying part of working with clients is knowing you’re contributing to something that improves their lives – whether that’s buying a home, protecting their family, or feeling more in control of their financial future. Even in my current role, where I’m behind the scenes, I know the work I do supports that bigger picture.” 

A TEAM THAT SHARES A COMMON PURPOSE 

“What stands out most about my colleagues and the wider AAB team is the strong sense of collaboration. Even through times of change, everyone remains committed to supporting one another and delivering the best outcomes for clients. Being part of a team that values open communication, and collective success keeps me motivated and excited about my development.” 

FINDING SOLUTIONS THAT REALLY HELP 

“While working as a mortgage adviser, I supported a client who didn’t initially meet affordability criteria. By researching thoroughly and engaging with multiple lenders, I was able to find a suitable option that helped them secure their mortgage. Seeing how relieved and grateful they had reminded me how important persistence and problem – solving are in this profession.” 

“I FELT COMPLETELY SUPPORTED AND REASSURED.” 

“One of the greatest compliments I’ve received from a client was hearing that they felt fully supported throughout a complex process. They appreciated my patience and clear communication – especially when they had lots of questions. Knowing I helped them feel confident and cared for means a lot to me.” 

NAVIGATING COMPLEXITY WITH CONFIDENCE 

“A key challenge in my role is keeping up with changing regulations while maintaining accuracy and timely service. I stay proactive by asking questions, continuing to learn, and keeping communication clear to support clients and the Financial Planner effectively.” 

CLEARING UP MISCONCEPTIONS 

“A common misconception is that roles like mine are just about numbers and paperwork. In reality, it’s very people – focused. You need empathy, attention to detail, and strong problem – solving skills to support clients properly.” 

STRENGTHS THAT MAKE A DIFFERENCE 

“My strengths include attention to detail, effective communication, and a proactive approach. My background working directly with clients helps me understand their needs and support the Financial Planner in delivering a seamless experience. I’m committed to continuous learning, which means I adapt quickly and maintain high standards.” 

LOOKING AHEAD 

“I’m keen to strengthen my skills with the financial planning systems we use every day and improve how I handle data to keep things running smoothly. I’m also interested in sustainable investing and how digital tools can help us connect with clients in ways that feel both personal and convenient.” 

Laura Cowling

WHO I HELP

Planners. Associates. Clients. Operations.

HOW I HELP

Operational oversight. Recruitment and onboarding. Supporting promotions. Project management. Workflow improvements.

“Teamwork makes the dream work.”

Based in Leeds, Laura Cowling is a Senior Operations Manager, supporting the Client Service Support and Financial Planning Associate Team to ensure strong communication, efficient processes and smooth operations across the entire back office. With more than 15 years of experience in financial services – working her way up from entry-level roles to senior leadership, Laura brings an invaluable understanding of how every stage of the client journey connects.

Her role spans operational oversight, supporting recruitment and onboarding, project management, improving processes, and helping to design and implement new systems and training. Although her work is behind the scenes, its impact is felt everywhere – enabling advisers, paraplanners and client support teams to deliver exceptional service.

Laura didn’t set out to pursue financial services, she planned to start a career in accounting through an apprenticeship provider. But a recommendation sent her to interview with a financial adviser instead, and “the rest was history.”

KEEPING OPERATIONS RUNNING SMOOTHLY

“No two weeks look the same for me and that’s what makes this role so fulfilling. I spend a lot of time supporting the Client Service Support and Financial Planning Associate Team Leads, helping them ensure strong communication and alignment across all operational teams. When the back office runs smoothly, it enables advisers and paraplanners to support clients with clarity and confidence.

A big part of my role is project work, reviewing our operational processes, identifying what could run better, and rolling out improvements. Whether it’s restructuring workflows, refining existing procedures or helping to build training around new processes, my aim is always the same: make our systems more efficient, intuitive and futureproof.

I’m also closely involved in recruitment, onboarding and developing team members as they move through the business. Seeing people grow, progress and find their confidence is one of the best parts of my job.”

LEADING WITH EXPERIENCE

“Having spent more than 15 years in the industry, progressing through multiple roles across different firms, I bring an understanding of the full client journey that only experience can give you. Because I’ve done the roles myself, I understand the pressures, the detail, and the importance of getting things right.

This insight lets me step back and evaluate processes from every angle. I’ve seen what works well, and I’ve seen what causes bottlenecks – both of which help me guide improvements.

I also try to lead with kindness, determination and empathy. I’ve doubted myself in the past, and learning how common this is made me realise how important it is to help others feel confident in their strengths. Everyone brings something different, and part of my job is helping people recognise the value they contribute.”

THE IMPACT OF STRONG OPERATIONS

“Although I don’t work directly with clients day to day, the work I do feeds into their experience. When processes run efficiently, workflows are clear, and communication is strong, clients feel it. They get faster responses, smoother administration and more time with advisers focusing on what matters most.

One of the most satisfying parts of my job is hearing success stories from the team, knowing that the changes or improvements we’ve made are helping colleagues spend more time building relationships with clients and less time battling systems or delays.”

A CULTURE THAT LIFTS EVERYONE UP

“AAB’s people-focused culture is one of the biggest reasons I love working here. There is a genuine commitment to helping individuals progress in their careers, and it’s inspiring to see so many colleagues move through the business and grow.

Being part of that journey, supporting promotions, onboarding new starters, and helping teams develop is incredibly rewarding. I’m surrounded by people who care deeply about what they do, and that creates an environment where learning and collaboration come naturally.”

SEEING OPPORTUNITIES, NOT OBSTACLES

“Financial services are constantly shifting – regulations change, technology evolves, and new expectations emerge. One of the biggest challenges is staying ahead of these changes and communicating clearly so everyone feels confident moving forward.

As for trends, AI and automation are creating exciting possibilities. The challenge is understanding which tools genuinely enhance the client journey and which are just noise. Keeping up with these developments is exciting and essential for our long-term growth.”

GROWTH, IMPROVEMENT & OPPORTUNITY

“I’m excited for the future at AAB Wealth for our clients, our teams, and the wider business. There’s so much opportunity for growth, innovation and continued collaboration.

For me, success isn’t just about processes running smoothly, it’s about creating an environment where people feel supported, confident, and able to do their best work every day. If I can play even a small part in that, then I know I’m making a difference.”

Kimberley Childs

WHO I HELP

Private individuals. Business owners. Families.

HOW I HELP

Client experience. Financial planning. Organisational management.

“EVERY SEAMLESS CLIENT EXPERIENCE IS BUILT ON ATTENTION TO DETAIL.”

Based in our London office, Kimberley Childs is a dedicated and highly experienced Client Support Administrator within the AAB Wealth team. With more than a decade of experience in client support roles, Kimberley brings exceptional organisation, calm professionalism, and care to every client interaction. Her days are filled with preparing client review packs, coordinating investment trades, responding to queries, and supporting advisers to ensure clients receive a seamless and reassuring experience.

Kimberley’s journey into financial services began during her time as a receptionist at Close Brothers Asset Management. She was quickly recognised for her natural strengths in communication, organisation, and client care, which led her into the client support team. Today, she combines structured processes with a people-first mindset, helping clients feel confident, looked after, and supported at every stage of their financial planning journey.

CLARITY FROM THE FIRST CONVERSATION

“One of the most important ways I support clients is through clear, friendly, and timely communication. From the very first interaction, my goal is to make sure clients feel comfortable reaching out, knowing they’ll receive a helpful response and that nothing will be overlooked.

Even something as small as confirming I’ve received a document or updating a client on progress can make a huge difference to their peace of mind. I want people to feel valued and reassured from the moment they contact us. That positive first impression sets the foundation for a strong, trusting relationship that lasts long beyond the first meeting.”

SUPPORTING CLIENTS THROUGH EVERY STEP

“For me, the most rewarding part of my role is helping clients feel at ease, especially when they’re dealing with forms, deadlines or changes in their financial life. I’ve supported clients through everything from administrative challenges to last-minute updates, and being able to offer calm, practical reassurance is incredibly meaningful.

One of the key lessons I’ve learned over the years is the importance of flexibility. When meetings shift, paperwork is delayed, or urgent situations arise, staying calm while prioritising what’s most important makes all the difference. When clients feel they can rely on me, it builds trust and allows them to focus on what really matters.”

TURNING DETAIL INTO CONFIDENCE

“Organisation is at the heart of what I do. Whether it’s preparing review packs, processing forms, updating client files, or coordinating with providers, accuracy and structure are essential. I take pride in being someone who ensures things are done properly, consistently, and on time, because even small details can have a big impact.

Clients might not see all the behind-the-scenes work, but they feel the results: meetings that run smoothly, trades processed correctly, and updates delivered promptly. My aim is to give both clients and advisers the confidence that everything has been handled with care and thoroughness.”

SKILLS BUILT OVER A DECADE

“Over the last ten years, I’ve learned that no two days and no two clients are ever the same. The variety is one of the things I enjoy most, and every challenge has strengthened my ability to adapt and prioritise.

My background has taught me to stay composed under pressure, communicate clearly, and handle multiple responsibilities at once. These experiences have shaped my approach: stay proactive, stay organised, and stay kind. Those three things go a long way, especially when supporting clients through important financial decisions.”

TEAMWORK THAT MAKES A DIFFERENCE

“One of the most rewarding parts of working at AAB Wealth is the supportive, collaborative team around me. Everyone is approachable, helpful, and genuinely committed to delivering a great experience for clients. That culture makes such a difference, both to the quality of our work and to the confidence clients feel when they come to us.

We all share the same goal: to make every client feel looked after. When colleagues work well together behind the scenes, clients benefit from a seamless and joined-up experience. I’m proud to be part of a team that truly cares.”

MOTIVATED BY WHAT’S NEXT

“I’m always looking for ways to improve and stay up to date, especially when it comes to new digital tools that make processes smoother and clearer for clients. Technology plays such a big part in enhancing the client experience, and I’m excited to continue expanding my skills in this area.

For me, success is about more than completing tasks; it’s about making people feel valued, informed, and confident in the service they receive. Every day offers an opportunity to support someone and that’s what keeps me motivated. I love being able to make a positive difference, one client, one conversation, and one detail at a time.”