Job Opportunity
About This Role:
We are seeking an exceptional professional to join our Client Service Team as a Manager.
The successful candidate will be responsible for overseeing multiple client relationships and ensuring seamless service delivery.
This is a fantastic opportunity to develop your skills, knowledge, and expertise in the field of client service management.
* Manage functional teams and coordinate work, communication, and issue resolution activities.
* Work with operational partners to produce daily/weekly/monthly deliverables and ensure all targets and deadlines are met.
* Maintain high-quality client service levels by delivering timely and accurate information and work products.
* Provide technical expertise for the development of new products and services and collaborate with clients to implement solutions.
* Participate in or lead client due diligence visits to build strong relationships and identify opportunities for growth.
* Oversee the timely completion and publication of monthly reporting, including KPI analysis and review of reporting packs.
* Vet incident reports before release to stakeholders and ensure all issues are documented and addressed.
* Collaborate with internal departments to evaluate and implement changes in regulations and ensure compliance.
* Evaluate operating procedures to enhance the client experience and maintain high-quality service standards.
* Resolve client issues promptly, working closely with global teams and relationship managers to provide excellent service.
* Liaise with clients regarding service level agreements and manage client-facing documentation and presentations.
* Offer expert advice on meeting client needs and resolving errors effectively.
* Maintain a positive demeanor and demonstrate exceptional client servicing skills in all interactions.
* Educate team members on effective practices and best methods for client service.
* Serve as an escalation point for operations and fund service centre issues, escalating concerns to management as needed.
* Respond to inquiries accurately, completely, and in a timely manner.
* Analyze trends, resolve exceptions, document issues, and communicate resolutions to management.
* Communicate proactively with clients to suggest operational efficiencies, process improvements, and customer experience enhancements.
* Coordinate all interactions with clients and their representatives.
* Deliver priority discussions within agreed timetables set by the CSM Team and Manager.
* Test client-specific reporting and deliver against project management office (PMO) responsibilities during client take-on processes.