Client Relationship / Sevice Delivery Manager - Amsterdam
Requisition Number: 048026 Job Description: The successful candidate will act as the central point of contact responsible for relationship management, service delivery, project initiation and project management. Responsible for overall client service for multiple clients by facilitating efforts of the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue-resolution, and effectively communicating client concerns/needs to partners. Knowledge/Skills:
- - Technical knowledge of Custody, Fund Administration and Asset Management usually acquired through related work experience is required to manage overall client service. - Strong understanding of the Netherlands legal and regulatory framework. - Previous exposure to and comfort with dealing with senior client management. - Highly articulate with good communication skills. - Ability to initiate and deliver change. - Skills in negotiation, delegating, leadership and service to service the client relationship - Extremely strong interpersonal skills. - Ability to present and motivate. - Flexibility to travel as and when required. - Proven ability to influence internally and externally up to most senior levels. - Amsterdam based role, fluent in Dutch and English languages is a requirement
- - Establish strong ties with key client contacts and decision-makers. - Work closely with counterparts from the operational teams to ensure smooth service delivery. - Develop a solid understanding of the client's strategic and tactical goals. - Plans and facilitates client meetings/calls including scheduling client service review meetings/calls and visits; preparation for and follow up of client meetings; responsible for the creation of and subsequent monitoring of performance against Service Level Agreements; and due diligence visits/calls/questionnaires. - Ensures follow up to day to day client queries and issue resolution. - Where relevant partners with Senior Relationship Managers/Client execs and ensures issues are communicated and escalated in a timely manner internally and directly with the clients. - Responsible for overall project planning for key client/s including new funds, mergers, liquidations etc. - Responsible for managing client service reviews within each of the key product areas. - Where applicable ensures timely completion and publication of monthly reporting including calculation of Key Performance Indicator levels. - Provide leadership for client driven development and project implementation requirements. - Manage change creating maximum strategic alignment between client and our organisation. - Lead new project initiation, -execution and -management internally and externally. - Ensure client satisfaction levels are maintained at the highest level in line with best practices. - Where applicable ensure coordination with the global or broader relationship. - Ensures completion of other ad hoc planning and tasks such as call reporting, Know Your Client requirements, at risk reporting, issues reporting, relationship plans etc. - Focus of role is on execution of strategic direction of business function activities. - Carries out the most complex initiatives involving multiple disciplines and/or ambiguous issues. - Consistently displays a balanced, cross-functional perspective, liasing with the rest of the business to improve efficiency, effectiveness and productivity. - Highly flexible and adaptable to change.