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Client Manager

2 weeks ago

Bristol, Bristol, United Kingdom Computershare Full time

Job Description

Location: Edinburgh or Bristol (Hybrid)

In this position, you'll be based in the Edinburgh or Bristol office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

We are looking for a self-motivated and results driven individual to become a Client Manager within one of the core business areas in UK Registry to be a trusted advisor providing proactive account management to our clients. This requires individuals who are client focussed, with a proven ability to deliver solutions and maintain high standards of quality at all times. The role is Edinburgh or Bristol based with the flexibility offered to work on a hybrid basis, and with some travel required.

A role you will love

The Client Manager serves as the dedicated contact point for clients, responsible for the proactive development of client accounts through effective communication and liaison between Computershare and its clients. This role sits within our Issuer Client Service Teams who are responsible for supporting our clients and their shareholders.

This includes building and retaining strong relationships with clients and supporting them in understanding the industry and the range of products and services that Computershare offers. In addition, the Team support payments of dividends and interest to shareholders, management of company events such as AGMs and Corporate Actions, including takeovers, mergers, market listings and capital raisings.

What key accountabilities you will have in the role?

  • Manage and develop the relationship with clients through effective communication, and executed client development strategies (Account Management / Planning)
  • Act as dedicated point of contact for individual clients, managing client relationships in line with client agreement
  • Ensure high levels of customer satisfaction and loyalty (Client Satisfaction Assessments)
  • Identify opportunities to cross-sell and up-sell, implementing effective action plans
  • Find opportunities for improved profitability and implement effective action plans (via Cost Management)
  • Maintain up to date product and industry knowledge to ensure that clients can benefit from insight
  • Be involved with contract negotiations, including fee reviews, in line with Computershare policy
  • Ensure key client events (e.g., AGMs, GMs) are conducted according to terms of contract and Service Level Agreements
  • Project manage the operational implementation of services and/or products within agreed timescales, budgets, and risk assessment action
  • Operate in accordance with agreed policies and procedures
  • Actively involved in setting and delivering to budget, including prompt and accurate invoicing, effective management of bad debt, management of internal costs
  • Ensure internal systems are used effectively updating and maintaining client information
  • Review and action any service failures to prevent recurrence
  • Conduct regular service review meetings with clients
  • Engage with clients on industry matters and encourage participation in external industry events
What skills and experience will you bring to the role?
  • We're looking for a well experienced customer service professional, ideally from a similar background or within Financial Services.
  • Account Management and planning experience
  • Detailed understanding of product offering
  • Good understanding of Service Level Agreements
  • Numeracy and forecasting skills (including Transfer Pricing)
  • Project Management skills
  • An outstanding customer focused mindset
  • People management
  • Desire to provide a quality service
  • Problem solving
  • Ability to use initiative to drive results
  • Excellent communication skills
  • Prior industry Knowledge
  • Commercial skills (e.g., forecasting and P&L management)
Rewards designed for you
  • Flexible work to help you find the best balance between work and lifestyle.
  • Health and wellbeing rewards that can be tailored to support you and your family.
  • Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
  • Extra rewards ranging from an incentive plan, recognition awards and team get togethers to helping you invest in your future.
  • And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, computershare.com/careers-handbook.
About Us

A company to be proud of

We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

A diverse and inclusive place to work

At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
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