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Relationship Manager

4 months ago

Reading, Berkshire, United Kingdom Equiniti Full time

Relationship Manager

Equiniti is a leading provider of technology and solutions for complex and regulated administration and payments. Our technology platforms are used by 70% of the FTSE 100, Government and other large corporates, particularly in banking, insurance and other financial services. We have 1,700 clients, make £160 billion worth of payments through our systems every year, hold records for 70 million shareholders, look after pension schemes for 8 million pension scheme members, and provide services which touch 28 million customers. Over a third of the UK population has dealt with Equiniti at some point during their lives.

Role Summary

The role is essential in ensuring the delivery of the Equiniti growth strategy through client retention focused relationship management, which delivers innovative, market leading solutions to our client's business challenges whilst delivering profitable revenues for Equiniti. Our relationship managers are trusted advisors to our clients, and act as an escalation point for key stakeholders within the partnership model we operate with our clients. They also play a key role in providing insight and thought leadership around the Life and Pensions industry.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

  • Manage the relationship with our clients in accordance with our contractual obligations.
  • Take ownership of Client enquiries and deliver an appropriate response which enhances Equiniti service reputation and adds value to the relationship.
  • Work closely with operational teams and all parts of the business to ensure Client task requirements are understood and delivered on time and accurately.
  • Produce, publish and agree key task milestones with the client and key internal stakeholders.
  • Ensure all task documentation conforms to regulatory and compliance requirements prior to client sign off.
  • Ensure robust processes are in place and to continually look for opportunities to improve existing services and manage costs
  • Ensure required management information is produced, validated and issued on time.
  • Ensure all key task information, knowledge and insight is captured and accurately maintained.
  • Ensure commercial and financial targets are managed and met.
  • Provide Expert product support to Relationship Directors at Client review meetings ensuring all action points are carried out within agreed timescales.
  • Identify additional commercial opportunities and work closely with the Relationship Directors and Head of Strategic Accounts and/or new business to progress accordingly.
  • Identify and escalate non-standard activity to the Relationship Directors.
  • Support the process to secure contract renewals, working with the Sales & Bids team and relationship/client manager in preparing business tenders and participating in the process.
  • Proactively share knowledge with colleagues to ensure best practice is promoted across the team and innovation is shared with the client.
  • Act consistently with our Company's values and maintain the organisations reputation for high standards of business conduct.
  • Some travel to client sites will be required with this role.

Skills, Capabilities and Attributes

The successful candidate will demonstrate the following experience, skills and behaviours:

  • Previous experience of pensions is critical to the role - ideally in a Third Party Administration/Bulk Purchase Annuity administration environment.
  • Previous experience in a client facing role with experience of effective relationship management
  • Exceptional attention to detail and a thorough approach to planning and implementation
  • Proven experience of delivering excellence in response to high client expectations
  • Experience of successfully working in a matrix product structure would be advantageous.
  • Self-starter.
  • Proactive and highly motivated
  • Very high degree of personal integrity
  • Strong attention to details and organisation skills
  • Team player
  • Strong internal and external communication skills, verbal and written.
  • Flexible attitude and willingness to adapt with the business
  • Excellent IT skills, especially knowledge of core Microsoft Office applications
  • Ability to organise own work, planning and time management
  • Ability to work calmly under pressure and prioritising and delivering to tight timeframes
  • An ability to work successfully remotely, coupled with the ability to travel to different locations for both client and EQ meetings.

What We Offer (UK ONLY)

  • Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
  • All Employee Long Term Incentive Plan (LTIP) - Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
  • Health and Wellbeing - Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
  • Employee discounts - Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
  • Flexible Benefits - The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
  • Time Off - Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
  • Winning together - Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks