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Senior Client Partner

2 months ago

Melbourne, Victoria, Australia Link Group Full time
Job Description

Job Title: Senior Client Partner

Job Summary:

The Senior Client Partner is a senior relationship management role responsible for developing and maintaining strategic relationships with key clients. This role reports to the General Manager – Client Partnerships Australia and is a key member of the Client Partnership Team.

Key Responsibilities:
  • Strategic Focus:
    • Undertake strategic account planning, mapping, and aligning strategic priorities to extend commitment to a joint strategic road map.
    • Work with the General Manager and Senior Client Partnership stakeholders to identify, develop, and convert client strategic objectives into products, solutions, and projects.
    • Accountability for assigned strategic programs to drive client and Link strategic objectives and initiatives.
    • Advocate and represent the client within Link's strategic planning and business development forums.
  • Operational Management:
    • Manage, build, and drive key stakeholder relationships with the client to understand and meet satisfaction, service quality, and risk management expectations.
    • Develop and manage relationships at senior management level with the client.
    • Identify opportunities to further strengthen the relationship between the client and Link, ensuring an effective client engagement framework is created, agreed, and managed appropriately.
    • Maintain a comprehensive understanding of the client contract and associated agreements, and negotiate contract variations, fees, and SLAs to obtain the best outcome for Link and the client.
    • Maintain and grow client revenue through contractual revenue streams and new product and service opportunities.
    • Manage sales/revenue opportunities across the CPM Team utilizing Link's sales pipeline management tools and processes.
  • People Leadership:
    • Role model Link Values and foster in the team a customer-first attitude in all interactions with external and internal stakeholders.
    • Act as a senior leader within the Client Partnership Team and develop/improve staff engagement.
    • Work collaboratively with Link's operational, project, and technology teams to deliver client outcomes.
    • Attend and where appropriate present to/facilitate relevant internal and external boards, forums, and events on both strategic and operational matters.
    • Act as an advocate for the client by influencing to achieve client outcomes with internal stakeholders and drive accountability within all areas of the business to deliver the required results.
    • Represent the General Manager on client and internal matters as required.
    • Direct reports: Client Portfolio Manager and/or Client Partnership Manager.
    • Develop and actively manage internal relationships with senior management within Link Group to ensure a shared understanding of the client's strategic objectives, to support the delivery of successful projects, new products, and high-quality services to the client.
    • Drive accountability within all areas of the business to deliver required results.
  • Governance & Risk:
    • Work closely with the client and Link operational areas to ensure service quality meets client SLA, risk, and assurance expectations and contractual obligations, and ensure a proactive focus on business transformation to drive operational efficiency and quality uplift.
    • Represent the CPM team and participate in regular client/Link operations performance and governance forums to provide relationship management oversight and escalation.
    • Foster a proactive risk and compliance culture within the team and ensure all risk and compliance reporting and assurance obligations are met.
    • Maintain up-to-date knowledge of superannuation legislation and trends.
Requirements:
  • Degree qualified in Business, Consulting, Commerce, or related field.
  • 7+ years professional experience working in large and complex environments.
  • Experience in superannuation/financial services industry with at least 5 years in a management or leadership role.
  • Strategic growth and business development experience gained in financial services and the ability to demonstrate an aptitude for high-quality solution selling, service delivery, and proactive relationship management at all levels.
  • Exceptional relationship, stakeholder management, sales management, negotiating, and influencing skills with a proven track record of client wins.
  • Competent proposal writing and financial deal structuring skills along with the appropriate Microsoft Word, PowerPoint, Excel, and Project skills.
  • Working knowledge of Link Group products and systems.
  • Knowledge of compliance and legislation applicable to superannuation.
  • Excellent presentation and public speaking skills.
  • Budgeting and financial forecasting.
  • Sound judgment and commercial decision-making skills.
  • RG 146 qualifications desirable.