Head of Global Client Services

5 days ago

London, United Kingdom eFinancial Careers Full time

**Overview**
**Head of Global Client Services**
**A unique opportunity to join a fast-moving Fintech environment as the Head of Global Client Services.**
Milestone Group is a well-established, international financial services Fintech and leading specialist in the supply of technology solutions and services to the investment management industry. With a strong global network, we provide next generation Fund Processing,NAV Solutions and Asset Allocation technology enabled solutions to a range of clients around the world including Investment Managers, Banks, Life Companies, Pension Funds, Custodians and Fund Administrators.
Based in Boston, London or Sydney, the Head of Global Client Services is a highly autonomous position with direct responsibility for the Global Client Services team. Reporting to the General Manager - Services, the job holder will play a leading part in managingthe relationship with Milestone Group's clients and in doing so will be required to manage team resources and performance to optimum effect.
**Duties and Responsibilities**
To succeed in this role other than having pControl knowledge, you should have an appropriate mix of related business and technology skills from experience in the asset management and fund operations space.
Ultimately, you will work not only with your team but also our product, development, professional services, marketing, sales and relationship management teams to support our clients and prospects in the maintenance and delivery new pControl product functionality.
- Client Management.- Maintain the highest standards of support and ensure compliance with department and Company client service policies.
- Be the focal point for clients and other internal departments for the management and, if required, the escalation of issues.
- Meet with all clients regularly to ensure their satisfaction with the level of support provided and ensure effective expectation management.
- Work with client relationship managers to protect revenue.
- Resource Management, Staff Performance and Development.- Organise, schedule and allocate resources effectively.
- Regularly review procedures to ensure the maximum efficiency of the Global Client Services team.
- Maintain daily shift / cover rotas.
- Ensure all team members receive necessary training during their induction process and as appropriate on an on-going basis.
- Set and review objectives regularly and perform performance appraisals.
- Conduct recruitment for the team when required.
- Encourage team members to reach their potential whilst providing the highest levels of support to clients.
- Professional Services.- In conjunction with the relationship managers and professional services team, maximise professional services revenues through ad-hoc, upgrade and project based professional services, training etc.
- Product Development.- Provide input to the prioritisation of product developments and support the liaison and negotiation with clients for product deliveries.
- Maintain and manage the release process for Milestone Group hosted clients.
- Where the Global Client Services team are responsible for a delivery of new functionality or an upgrade to a client, assign acceptance testing responsibility.
- Financials.- Provide input to the annual budgeting process to ensure appropriate resource levels.
- Monitor and manage expenditure to agreed budget limits.
- Management Reporting.- Produce weekly management report detailing agreed key performance indicators.

**Relevant Skills and Experience**:

- Strong business and systems knowledge in the back and middle office arena.
- A mixture of business analysis, project management, presales and client services type experience in career to date.

**Other Attributes**:

- Strong customer focus and interfacing ability, with excellent client management skills.
- In a client facing situation this person will be politically aware and be able to handle difficult situations with tact and diplomacy.
- Proactive problem solver.
- A 'hands on' and strong team management approach and leadership style.
- Excellent interpersonal skills.

**Work Environment**
Office, with option for flexible work arrangement
**, based in Boston, London or Sydney

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