Job Description



Job Title: Client Service Manager

Salary: Band C

Regulatory Status: Non T&C Controlled Role

Direct Reports: Y

Hours of work: Monday to Friday 9:00am – 5:00pm (35 hours)

Location: Peterborough

Reporting to: Relationship and Reporting Manager

Holiday entitlement: 25 days annual leave plus public holidays

Role Purpose

To work with and support the Relationship Managers (RM’s) in the management of their client relationships. To manage operational queries alongside the operational teams and the successful delivery of client operational projects. To oversee the role of the Relationship Management Administrator, whose main focus is to produce and distribute all regular client reports in line with agreed requirements.

The business aims to ensure a high level of service to our clients and this role will be key to delivering this by managing all client operational queries from beginning to end ensuring they are resolved in a timely and satisfactory manner. Additionally, this role will be responsible for sponsoring all operational change requests and seeing them through to completion as well as supporting the RMs in the operational delivery elements of product and strategic development projects.

The role will require the candidate to become technically knowledgeable in all areas of the business and the products and services we provide.

The role will require travel to various company and clients’ offices, as required.

Key Responsibilities

• Working with and supporting the RM’s in the management of client relationships.

• Develop and maintain professional relationships with key contacts at both Investment Managers/Sponsors and service providers.

• Build and establish strong working relationships with internal operational teams i.e., attending operational team meetings, regular meetings with department heads/deputies and assisting teams as required.

• An escalation contact point for Investment Managers and Sponsors with day-to-day operational queries.

• A key contact point for Investment Managers and Sponsors with technical operational queries.

• Liaison with the business and clients to ensure operational questions and issues are resolved and high levels of ACD and administration services are provided.

• Where high levels of service are not being delivered, explore and assist the operational teams in implementing better controls and escalate risk where required.

• Involvement in new and existing client projects and change requests ensuring the rest of the business are aware and are able to support time frames and products.

• Obtain an excellent detailed understanding of client’s business, products, strategy and requirements.

• Have an excellent understanding of business products, services and technologies and how these can add value to the client’s business.

• Host monthly operational calls with any relevant Investment Managers and Sponsors

• Where required, attend regular service review meetings with RM and report on items such as performance against service standards, complaints and breaches.

• Take ownership of the Service Description Document (SDD) and proactively resolve any areas where any underperformance has occurred.

• Review monthly KPI’s produced by the Relationship Management Administrator

• Review of other regular and ad-hoc reporting produced by the Relationship Management Administrator

• Act as a quality control for Breach Reports, before these are distributed to Sponsors.

• Liaise with Marketing Team to manage and resolve data queries.

• Complete any other appropriate ad-hoc tasks as directed by your line-manager.

Standards

• Take part in continued professional development

• Follow industry regulations and be committed to the up-keep and use of company policies and procedures

• Behaviours should be as set out in the company handbook and culture, mission and strategy

document.

| | | |

| |Essential |Beneficial |

| | | |

|Skills |Proven relationship management skills | |

| |Strong numeric and excellent written and verbal | |

| |communication skills | |

| |Ability to problem solve and deal with complex queries | |

| |Strong analytical skills | |

| |Ability to use initiative and work unsupervised in a | |

| |proactive manner | |

| |Attention to detail | |

| |Ability to manage multiple projects | |

| |Ability to prioritise | |

| |Working knowledge of Microsoft Excel, PC literacy and | |

| |internet skills | |

| | | |

|Qualifications |5 GCSE’s Grade A-C (must include Mathematics and English) |3 A levels (A – C) |

| |A levels (A – C) |Completion or working towards an IOC (Investment Operations |

| | |Certificate) qualification |

| | |IMC |

| |Previous experience in a similar role |Operational background |

|Experience | | |

| | | |

|Personal Qualities |Comfortable communicating with stakeholders at all levels, | |

| |both internally and externally | |

| |Ability to function as part of a team | |

| |Ability to work under pressure to meet deadlines | |

| |Positive attitude | |

| |Ability to be flexible and learn quickly | |

| |Ability to make a positive contribution to both the team and| |

| |the Company | |

| |Interest in financial services | |

| | | |

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download