Client Support Manager – Custody Services
Location:
Dublin
Department:
Custody Services
Reports to:
Team Manager, Custody Services
Contract Type:
12-month Fixed Term Contract
About the Organisation
This organisation is a major global asset servicing provider, supporting institutional clients such as asset managers, insurance companies, pension funds, banks, private equity and real estate funds, brokers and corporates. Operating across Europe, the Americas and Asia, it offers a broad range of services including execution, clearing, FX, securities lending, custody, depositary and fund administration, fund distribution support, middle-office outsourcing, and issuer services. With multi-trillion assets under custody and administration, it is a leading player in the asset servicing industry.
What is the Opportunity?
The Client Support Manager (CSM) is responsible for monitoring client satisfaction within their business line. They ensure high-quality service delivery, oversee action plans to optimise client experience, and provide regular internal reporting. They may also act as a point of contact for clients when problem-solving is required.
What Will You Do?
Track client satisfaction and operational effectiveness
Operational responses to clients
* Produce reports for management and the Client Team to measure the quality of responses to client requests (e.g., response times, handling times).
Operational efficiency
* Define, implement and follow up on service improvements where performance falls below agreed Service Level Agreements (SLAs), in collaboration with operations teams.
Management of the client experience
* Produce reports tracking client satisfaction, complaints and feedback.
* Present relevant dissatisfaction reports to operations teams for review.
* Analyse recurring issues and recommend or monitor corrective action plans.
* Notify management, the Client Owner and CRM of issues within 24 hours and provide progress updates until resolved.
Operational Memorandum / SLA
* Contribute to drafting operational memos and SLAs.
* Review existing operational memos with the business line and recommend changes.
* Communicate any process review needs to the Client Team.
Client requests for IT adjustments
* Ensure requests are logged according to formal requirements (responsible person, delivery date, etc.).
* Participate in committees where development priorities may be defined.
Client contact for problem-solving
* Act as the client's point of contact regarding significant issues (recurring quality problems, process changes, operational incidents, IT issues).
* Define and coordinate internal remedial measures.
What Do You Need to Succeed?
Must-have:
* Post-secondary education in accounting, finance, business, or equivalent experience.
* Extensive experience in custody, settlement or financial services operations.
* Strong client-facing experience.
* Excellent interpersonal and networking skills, with a proven ability to manage relationships at all levels.
* Strong communication, presentation and negotiation capabilities.
* Aptitude for innovation and change management.
* Strong business acumen and focus on profitability.
* Strong risk management mindset.
* Proven organisational and time-management skills.
* Experience developing and implementing innovation or change initiatives.