About the Role
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We are seeking a seasoned Client Service Manager to join our esteemed team. As a key contact and escalation point, you will be responsible for ensuring exceptional levels of service to our asset manager clients.
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Key Responsibilities:
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* Manage a portfolio of asset manager clients within Securities Services.
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* Maintain responsibility for ensuring exceptional levels of service to the clients and managing their expectations in coordination with business partners.
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* Act as key contact and escalation point for the client, key stakeholders, and the business for all service-related client matters.
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* Ensure complex client issues are resolved with minimum impact to the client and the business, and in a timely and effective manner.
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* Set-up and management of a governance process covering all products that incorporates appropriate measurement and monitoring of service levels, utilizing KPI and RAG ratings.
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* Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behaviors.
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* Ensure accurate and timely fee billing for all products.
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* Define and manage a remediation project to address any areas where service is no longer meeting client expectations.
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* Act as the client advocate across the business to ensure their requirements and expectations are understood and factored into decision making.
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* Deliver strong client communication as appropriate and broker successful outcomes to difficult and complex issues.
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Required Qualifications, Capabilities, and Skills
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The ideal candidate will possess:
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* Candidate Management & Presentation - Experience in dealing with complex/demanding client organizations and an ability to develop strong client relationships.
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* Communication - Strong communication and diplomacy skills with an ability to influence and manage effectively across a large virtual team at all levels.
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* Problem solving - Ability to resolve problems in complicated, unique and dynamic situations where the analysis of situations or data requires an in-depth evaluation of procedures and associated regulations, with input from multiple stakeholders.
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* Planning and organizing - Ability to work independently and multi-task under pressure.
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* Attention to detail - Diligently attends to details and pursues quality in accomplishing tasks.
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* Leadership - Takes personal ownership of issues, brokering optimum outcomes and holding business partners accountable for delivering to the high levels of service demanded by clients.
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* Proactive - Ability to identify sub-optimal processes such as those that are manual and high risk and working with clients and business partners to developing solutions.
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* Diverse - Demonstrate an appreciation of a diverse workforce by using differences to add value to decisions or actions for organizational success.
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* Able to demonstrate inclusion of risk and control parameters in daily activities.
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* Self-reliant and results-orientated able to prioritize key tasks effectively.
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About Us
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We are a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals, and institutional investors.
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We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success.
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We are an equal opportunity employer and place a high value on diversity and inclusion at our company.
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We do not discriminate on the basis of any protected attribute.
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We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
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