Client Service Delivery Manager, GFS - London
Requisition Number: 048599 Job Description: Responsible for overall client service and delivery across all applicable disciplines (Custody, Fund Accounting, Transfer Agency or Middle Office Outsourcing) for one or multiple clients. As a senior point of contact, facilitates and leads efforts of the service team and other internal stakeholders, coordinating resources to ensure timely delivery and issue resolution, and effectively communicating client concerns and needs to partners. Knowledge/Skills:
- The new post holder will benefit from having; · Technical knowledge of Fund Accounting service delivery · Complex client service delivery experience · Delivering on SLA through cross functional teams The competencies we seek include: · Effective verbal and written communication · Relationship management · Effective prioritisation · Organisational adaptability · Personal Accountability
- The successful candidate will be responsible for: · Being the senior client contact representing all applicable product disciplines, and provides for escalation on client queries and issue resolution. · Identifying and addressing service issues as and when they arise, including complex issue resolution. · Client service reviews and due diligence visits within each of the key product areas (Custody, Fund Accounting, Transfer Agency or Middle Office Outsourcing). · Monitoring performance against Service Level Agreements (SLAs) · Partnering with Relationship Manager, ensuring issues are communicated and escalated in a timely manner both internally and directly with the client(s) · Overseeing projects for clients, inclusive of ensuring all relevant internal and external parties are aware of ongoing projects and are held responsible for meeting their respective deliverables. · Reviewing, approving and ensuring timely publication of monthly reporting to consultants/clients · Providing support for Relationship Manager tasks such as call reporting, profitability, KYC requirements, at risk reporting, issues reporting, relationship plans, client survey administration and oversight · Carrying complex initiatives involving multiple disciplines and/or ambiguous issues · Improving efficiency, effectiveness and productivity · Demonstrating to both the business and client the value of the Client Service Delivery Manage and service model.