Our client is seeking a Senior Client Manager for Private Capital to ensure overall satisfaction for assigned client(s) across the full scope of services. In this full-time role, the Senior Client Manager will pilot the client experience, focusing on local Client Service Delivery. The successful candidate will be responsible for translating client business and service expectations into service delivery requirements. Starting immediately, this position offers an opportunity for continuous improvement in client satisfaction.
Job Duties:
- Build client knowledge and trustful relationships.
- Develop a strong contact network across the client organisation.
- Understand the client strategy and requirements to enable effective service delivery.
- Manage the operational contact between the client and various operational areas.
- Oversee prompt resolution to client complaints and efficient response to requests.
- Document, coordinate, and resolve problems affecting service quality and overall client experience.
- Facilitate the resolution of escalated operational issues through a formal service governance framework.
- Monitor service delivery performance and client satisfaction against operational KPIs.
- Initiate and regularly review Service Level Agreements (SLAs) and related documents based on standards issued by Client Delivery.
- Conduct regular formal service performance reviews with clients, preparing agendas and following up on action plans.
- Manage client reviews, audits, and due diligence visits.
- Ensure clients receive appropriate market and service information through effective communication management.
- Contribute to client-related projects and service modifications based on changes in client needs.
- Manage third-party relationships related to client activity.
- Refer identified business development opportunities to the Relationship Manager/Sales.
- Contribute to product/service development initiatives and client strategy meetings.
Job Requirements:
- Excellent organisation skills with attention to detail.
- Ability to understand and respond effectively to client needs.
- Competent strategic thinker with the capability to create and implement solutions.
- Initiative and sound judgement in escalating issues.
- Excellent presentation skills.
- Industry knowledge, particularly in Fund Administration and Private Capital.
- Proven track record in client servicing or operational environments.
- Professional qualifications related to financial markets, asset management, or securities services.
- Excellent interpersonal and communication skills, both written and oral.
- Ability to build long-term relationships internally and externally.
- Effective team player with a client and quality-driven approach.
- Adaptability to changing environments with a strong client management focus.
What You’ll Love:
This role offers the chance to play a key part in maintaining and enhancing the jurisdiction’s reputation. You will work in a collaborative environment with opportunities to develop your skills in regulatory oversight, policy creation, and risk-based supervision. The organisation values professional growth and offers ample opportunities for training and career development.
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