What will you contribute?
Reporting to the - Senior Manager, Customer Support the Lead is responsible for executing against the client experience road map and for the ongoing management and retention of our client portfolios. This role builds strategic relationships with key client personnel and develops a thorough knowledge of the industry, our clients, and their key initiatives to identify and deliver on growth opportunities, potential cost savings and client service enhancements.
Strategically focused and responsible for client satisfaction, the Lead is the advocate for the client both internally and externally, identifying and prioritizing key client service issues and acting when required as primary point of contact for client escalations. This role is accountable for working with business partners in a matrix environment to exceed our clients’ expectations in managing issues through to successful resolution.
What you will do:
Client Management: Develop and manage key operational relationships with Clients. Support Client On-boarding activities, Manage day-to-day client interactions while identifying and prioritizing key client service issues. Delivery of operating reviews MORQBRs).
Account Management: Coordinate the execution of the processes enabling successful Contract Management activities associated with renewals, extensions, changes, revisions, amendments, obligations review etc. Management of the intake of new business/services requests and pricing changes as well as the client roadmap for established opportunities.
P&L: Achievement of professional service targets. Professional Services (PS) Opportunity identification, qualification, assessment and proposal developing pipeline of opportunities that contribute to overall PS targets.
Rationalization: Supports delivery of strategy for assigned Managed Service Programs to identify and eliminate high risk legacy solutions that are not aligned to core products / services.
Service Delivery: Manages a client interaction model that will facilitate a best in class client experience liaising between client and Peer groups (Product Mgmt., Technology, Shared Services, and Operations).
Risk Management: Identifies risks through client journey mapping and service gap analysis, and provides input for consideration to the line of business risk register as appropriate.
Required Experience:
University or college degree and/or equivalent experience;
5 years of progressive experience in a client relationship capacity
Experience within the Financial industry working with high profile clients
Project management experience to support the successful execution of the client experience road map and delivery of projects that will support our clients’ business
