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Job Title - Client Services Manager
Reports to: Operations Manager
Job Location - Birmingham
Position Overview:
The Client Service Manager is responsible for overseeing client service team and client relationships, ensuring exceptional service delivery. This role serves as the primary point of contact between the company and its financial services clients, managing expectations, addressing concerns, and driving client satisfaction and retention.
Key Responsibilities:
Line Management of Client Service Team
Conduct Performance Reviews with Client Service Team
Provide ongoing MI to Management on all Client Service Team Activity
Provide Training and Mentoring to all Client Service Team
Assist with HR and Recruitment (where necessary) of Client Service Candidates
Establish and maintain all administration processes
Develop and maintain strong relationships with assigned financial services clients through regular communication and engagement
Serve as the primary point of contact for client inquiries, requests, and issue resolution
Collaborate with internal teams to ensure timely delivery of services and solutions that meet client needs, within service level agreements
Monitor client satisfaction and proactively address potential concerns before they escalate
Create and deliver regular service reviews, performance reports, and business reviews to clients
Identify opportunities for account growth and work with sales teams to develop upsell/cross-sell strategies
Ensure compliance with regulatory requirements and internal policies in all client interactions
Develop a deep understanding of clients' business objectives and financial needs
Manage client onboarding processes and transitions for new accounts
Manage client onboarding processes and transitions for new acquisitions
Track and analyse client service metrics to identify trends and improvement opportunities
Maintaining quality control
Preferred Experience / Qualifications:
5+ years of experience in client service roles within financial services
Leadership experience managing client service teams
Must have expansive knowledge of CRM systems
Must have expansive knowledge of Investment Platforms
Must have expansive knowledge of Discretionary Portfolio Service
Strong understanding of financial products, services, and industry regulations
Excellent communication and relationship-building skills
Problem-solving abilities with a proactive approach to service delivery
Experience with CRM systems and financial service platforms
Project management experience with ability to manage multiple priorities
Detail-oriented with strong organizational skills
Demonstrated success in client retention and relationship growth
