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Client Relationship Manager

3 months ago

London, UK, United Kingdom Russell Tobin Full time

My client is the largest Investment and Asset Management Firm in the world and they are looking for Client Relationship Manager


Salary - £440 per day Umbrella rates

Location- London (Hybrid - 4 days onsite and 1 day WFH)

Duration - 12 months contract with possible extension or perm conversion

40 hours per week


Key Responsibilities:

  • Post-sales client relationship management, supporting the UK Sales Team and existing clients through high quality client service with outstanding attention to detail;
  • Owning client queries, delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high quality;
  • Understanding clients’ needs and liaise with internal teams and third-party service providers where necessary, ensuring that the agreed arrangement and service requirements of the client are articulated in an appropriate agreement.;
  • Reviewing own service performance, aiming to achieve excellent results in client satisfaction surveys, and working closely with other team members in achieving overall strategic business objectives;
  • Collaborating closely with relevant Relationship Managers and other Service Managers to ensure the seamless client service whilst maintaining a high degree of communication and confidence;
  • Handling any client complaints in a timely and sensitive manner, in accordance with internal procedures, keeping clients informed and being a great partner to mitigate the impact of dissatisfaction;
  • Co-ordinating the onboarding of clients and client change activities, ensuring correct process and procedures are followed and ensuring the delivery of service needs agreed with the client;
  • Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies and own resolution, working with the appropriate internal and external delivery teams to ensure timely and accurate response;
  • Drive continuous improvement in client’s service offering both internally and with external service providers such as custodian banks, depositary banks;
  • Contribute to project initiatives that seek to improve our service, effectiveness and efficiency, or which impact the business, its products and its clients;
  • Apply thought leadership to both projects and management of client relationships. Occasionally required to lead on projects representing the client and the team.


Skills & Qualifications:

  • Strong client service skills, including responsiveness, issue resolution, root cause analysis and process improvement, with a passion for delivering service excellence
  • Robust interpersonal skills and be confident, friendly and respectful individual with excellent written and verbal communication skills.
  • Comfortable liaising with both clients stakeholders and colleagues at all levels.
  • Strong planning and organisational skills with the ability to manage and control their own priorities to meet deadlines
  • A desire to be a phenomenal teammate, able to integrate and build rapport quickly
  • Excellent working knowledge of Microsoft software such as Outlook, Word, Excel and PowerPoint and Information Technology skills
  • Project management experience is an advantage
  • Professional qualifications an advantage