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Client Services Team Manager

4 months ago

Birmingham, United Kingdom FIS Global Full time

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a teamthat is open, collaborative, entrepreneurial, passionate and above all fun.

About the role:
The Client Services Team are the first point of contact for Clients, providing exceptional customer service, issue management resolution, system and technical support. As a Client Service Manager you will report to the Head of Client Experience. This roleis responsible for developing and maintaining effective relationships with Platform Securities’ Clients as the owner of all queries, issues and escalations.

The Client Service Manager works closely with our Clients’ point of liaison and their associated Client Account Manager to ensure the delivery of a consistently high level of service. Success will necessitate on building an understanding of the client’sbusiness model and the services that we provide for them and recognising opportunities to improve new and existing services across the client base. Strong communication skills are essential and the ability to build good working relations at all levels withina client organisation. Comfortable engaging and communicating at management/executive level is a key to the position.

It will be necessary to represent Clients objectively at appropriate forums and operational business meetings and to contribute to and implement Service strategy. A track record of demonstrating excellent interpersonal and communication skills as well asstrong planning and co-ordination skills are essential to ensure that all client enquires are responded to in a timely manner.

What you will be doing:

- Managing the Client Services Team you will be responsible for the team workload planning and prioritisation in a high pressured, fast paced environment.
- The Client Service Team Manager will be the escalation point for the Client Service Team and Clients.
- You will be responsible for chairing and co-ordinating client Service Meetings.
- You will be a People Manager for the Client Service Management Team. Therefore you will drive the development of your team through regular coaching & mentoring, including 1-2-1s and quarterly appraisal reviews.
- You will have the responsibility of tracking, monitoring and reporting of service including Operational Performance.
- You will attend the Quarterly governance meetings.
- You will be looking to optimise efficiency whilst ensuring that continuous improvements are made in a high-risk environment.
- You will provide escalation support for more complex business queries.
- You will need to maintain comprehensive knowledge of applicable products, services, and company policies and procedures.
- You will need to establish, manage and develop the best possible team, leading in line with Platform Securities guiding principles creating a unique and inclusive culture of honesty, transparency, trust and collaboration.

What you bring:

- Educated to degree level or equivalent.
- Experience of working in a similar role within Financial Services and knowledge of the associated regulations.
- Thorough understanding of operations, services and products for Platform Securities and Corporate Clients.
- Experience of delivering exceptional client service and managing corporate relationships.
- Maturity, integrity and the ability to work independently to achieve objectives with the minimum of direction.
- Excellent time management, verbal and written communication skills.
- Decision making in a high-pressured environment.
- Self-motivated and a proactive with a can-do attitude.
- Exceptional attention to detail and analytical skills.
- Ability to build long lasting professional relationships with colleagues and Clients alike.
- Results orientated and client focused.
- Strong team player who works collaboratively with others.
- Strong planning, organisational and problem-solving skills.
- People management experience, including coaching, developing & mentoring
- Previous experience of managing a Client Service or Account Management team.

What we offer you:

- A work environment built on collaboration, flexibility and respect.
- A variety of career development tools, resources and opportunities.
- A competitive salary and benefits.
- Attractive benefits including private medical cover, dental cover, and travel insurance.
- Time to support charities and give back in your community.