1 Year Contract The Client Service Manager is responsible for the overall client relationship and for monitoring actions and reporting on operational service issues and will ensure that clients receive defined levels of service whilst building and maintaining positive working relationships with clients and their internal colleagues. Key Responsibilities:
• Together with the Operational teams, organise formal reviews with the client;
• To prepare quarterly review packs and attend reviews, ensuring that all action points are completed on a timely basis;
• To distribute agreed reviews to the client and internal service providers within 5 business days of the meeting;
• To distribute to all relevant parties meeting notes within 5 business days of any significant meeting;
• Maintenance of proper records and files for each client.
• To document, co-ordinate and resolve problems and issues affecting the quality of service escalated from operations;
• To monitor the performance of the organisation’s service against the operating procedures and service levels agreed with the client;
• To define the operating service level agreements with specified clients; to negotiate changes to operating procedures and service standards;
• To co-ordinate the take-on of new clients and new services for clients in conjunction with the Onboarding team ensuring all client facing projects are on track and manage any client sensitive issues that may arise
• To assist with the preparation of sales presentations and the organisation of sales meetings.
• To attend Funds Board Meetings throughout the year
• To prepare and distribute monthly client packs, to clients following month end, highlighting key issues from the month.
• To co-ordinate reporting of pricing errors to the client
• Other duties as may be required Education and Professional Qualifications:
• Bachelor’s Degree from an accredited college or university
• A strong background in Operations with at least 5 years’ experience in the Securities Services Industry.
• Excellent written I verbal communication and interpersonal skills.
• Self-starter able to work effectively independently and in a team environment.
• Awareness of business needs and ability to be proactive.
• Detail orientated with good time management and follow through skills. |
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