The Opportunity
A leading global asset servicing provider is seeking a
Client Support Manager (CSM)
to join their Custody Services team. This role is responsible for monitoring client satisfaction, ensuring high-quality service delivery, and driving continuous improvement across operations. You will work closely with internal stakeholders and, where required, act as a direct point of contact for clients to support problem resolution and optimise service levels.
Key Responsibilities
Client Satisfaction & Operational Effectiveness
* Track client satisfaction and measure the quality of responses to client requests.
* Produce regular reports for management and client teams on service levels and response times.
* Support the implementation of action plans when service standards fall below SLA requirements.
Client Experience Management
* Analyse complaints and reports of dissatisfaction, identifying recurring issues and proposing corrective actions.
* Present operational insights to internal teams and stakeholders.
* Escalate significant issues promptly, sharing progress updates until resolved.
Operational Memoranda & SLAs
* Contribute to the drafting and review of operational memoranda and Service Level Agreements.
* Collaborate with relevant teams to recommend process improvements in line with client needs. Client Support Manager Custody …
IT Adjustments & Problem-Solving
* Ensure client IT requests are recorded and prioritised appropriately within internal forums.
* Serve as a key client contact for troubleshooting, tracking resolutions, and coordinating remedial measures.
* Post-secondary education in accounting, finance, business, or equivalent experience.
* Strong experience in custody, settlement, or financial services operations.
* Proven client-facing experience and stakeholder management skills.
* Strong communication, presentation, and negotiation abilities.
* Good understanding of risk management and mitigation.
If you are interested in making this position yours, please contact Anthony on or/and click apply below
Voted Best in Practice Accounting & Finance 2022, 2017, 2015 as well as 2013 & 2012, Quest is a team of experienced and professional Financial Recruiters dedicated to recruiting Financial Services Professionals. Our reputation for consistent delivery and extensive industry knowledge is second to none. We continue to look to the future; striving to improve continuously on our quality of service and passion for delivery.