banner image

Job Search

Client Relationship Manager

Banking Operations
£60,000 - £65,000 
-
London
London
United Kingdom
11-05-2022 12:06 PM
664
Role: Client Relationship Manager 
Positions: Permanent 
Salary: £60,000 - £65,000 

Overview of the role:
  • Deliver client service to an excellent standard. Ensure proactive management complimented by regular service & commercial reviews and following up on agreed actions in a timely manner. This should include a full annual review of commercial performance presenting findings & recommendations. 
  • Collaborative approach to relationship management working closely with clients to build trust and understanding to help deliver positive customer outcomes.
  • Drive revenue growth through commercial engagement and focus on deepening relationships through identifying needs and delivering other chargeable products & services.
  • Conduct annual client surveys reporting findings & recommendations.
  • Present client updates to the Leadership Team as required.
  • Lead a client focused culture. Emphasis on ownership of client service, identifying root causes of issues and/or complaints and implementing sustainable fixes.
  • Deliver service to agreed SLA’s and proactively engage in regular updates to clients either weekly, monthly or as required depending on the client type, value or need.
  • Ensure all processes, procedures and policies are followed to current regulatory & policy standards and sufficient controls are deployed to manage risks and exceptions in a timely manner.
  • Produce detailed analysis of service & operational issues with an emphasis on identifying and fixing root causes.
  • Use robust management information to assist in planning, prioritising & decision-making escalating where appropriate.
  • Ensure proactive communication with all clients – particularly with respect to service & change.
  • Manage the day-to-day oversight of the business, raising any issues to the Head of Client Relationship Management.
  • Build strong stakeholder relationships across the company as a whole. Key to this is the relationship with Operations & IT in particular.
  • Handle escalated customer issues & complaints as appropriate.
  • Continually review the way the function operates and challenge the robustness of procedures as it evolves, prioritising and facilitating required enhancements accordingly.
  • Represent the function appropriately to ensure complete adherence to; and understanding of; the risk and compliance frameworks set out by the COO, Head of Compliance, and the wider Group as a whole.
  • Responsibility to ensure that key CASS information relating to the clients is up to date and accurate, any material changes are to feed into the CASS Resolution Pack within 5 business days. Confirmation is to be provided via a monthly attestation.
  • Ensure proactive communication with all clients – particularly with respect to changes to product.
  • To work with 2nd line (Compliance & Risk) and 3rd line (Audit) on any reviews that pertain to the product area and ensure agreed actions completed by the agreed deadline.
  • To complete performance management requirements for all staff, requesting training or up-skilling where appropriate for business or role requirements.
  • To work with other members of the company to embed the culture of the Company, its values, policies and procedures.
  • To ensure that there are sufficient staff and financial resources available in the function to deliver agreed service & change objectives.
  • To maintain an effective team to manage the function on a day-to-day basis, through strong talent management and development.
  • To attend industry conferences & forums as appropriate.
Key skills required:
  • Demonstrable experience providing exemplary client services, driving consumer outcome and evidencing revenue growth.
  • Highly effective communicator with both external clients and internal stakeholders.
  • Adept at creating Use robust management information to assist in planning, prioritising & decision-making escalating where appropriate.
  • Direct line management experience preferred but not essential. 
  • 5 years relevant Client Relationship Management experience ideally from the Platform/Wealth Management or Investment Management industry although broader Financial Services experience will still be considered. 

Josh Angus

Managing Director

Can't find the role you're looking for, then register here?

Please note for your privacy this website stores no data from this form:

(Permitted file size is 5Mb and file types are: doc, docx, txt. No PDF files please)

Attach CV*