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CLIENT SERVICE MANAGER - FUND SERVICES
Company:EDEN RECRUITMENT |
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Job Reference Number |
14562147 |
Client ID: |
RI/MBCSM112 |
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Posted On: |
Jan 26 2012 |
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Location: |
DUBLIN CITY CENTRE |
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Job Type: |
Permanent |
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Salary: |
NEGOTIABLE |
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Responsibilities:
• At the request of the Client Manager, manages and owns the complete client portfolio of change, including:
o Works with clients to understand through constructive discussions, their change requirements and document the high level scope, engaging where appropriate the resources and methodologies of the Client Solutions Client Design team.
o Management of client change request logs and associated tracking, reviewing them with clients on a regular basis
o Management of the status of client projects with OCEPs, operations etc resulting from change requests
o Creation and updating of client profiles, operating memorandums and SLAs
o In partnership with the client, complete account opening forms
• Analyses all client issues and activities to determine systemic issues across clients, determine remedial actions plans
• Monitors service against SLAs/KPIs for clients
• Collates, prepares and distributes KPI performance figures to Account Managers
• Prepares core documentation for client Service Level Review meetings and attends meetings where requested by Account Managers
• Liaises with internal business units to coordinate resolution of systemic client issues
• Attends meetings with clients and other 3rd parties as requested
• Prepares statistics, ad-hoc reports, account or client information at the request of Account Managers, client or client auditors (e.g. financial statements and cash flow analysis)
• Prepares and issues Board reports
• Verifies client authorities (e.g. signatures and authorities to instruct over an account)
• Reviews outstanding unresolved or unassigned queries daily ensuring they are responded to within the agreed SLA deadlines for the query type
• Reviews, maintains and analyses issues recorded in client tools (CMS/QTS), in order to recommend future enhancements to operations processes/clients’ service
• Analyses client issues and activities to determine themes across clients in order to recommend action plans to ensure resolution and service improvements
Other Responsibilities
• Actively engages within the client team set up to manage each client
• Maintain awareness of market, competitive, regulatory and legislative developments to fully capitalise on opportunities to extend client base
Relationships & Communication
• Acts as an ambassador for all of Client Solutions functions in the local geography
• Develops long term relationships with targeted line(s) of business
• Develops a detailed understanding of the targeted business
• Collaborates with colleagues globally to achieve objectives
• Manages all communications to all stakeholders at every level internally and externally
Change Management
• Clearly expresses a vision for change
• Relentlessly pursues the change while effectively managing the impact on all staff
• Builds a culture that supports change and diversity
Drives to Succeed
• Executes with urgency while maintaining quality, cost and efficiency targets
• Consistently meets or exceeds business goals
• Collaboratively works with all relevant stakeholders to get things done
Operates with Integrity
• Accepts accountability for their individual results and understands their contribution to team performance
• Readily shares needed information with others
• Provides constructive and objective feedback
EXPERIENCE (required for position)
University degree preferred
Industry related courses preferred
Client service and people management experience
Proven track record in leading initiatives, project management and managing cross-functional relationships
Preferably at least 3 years relevant working experience
