Client Service Manager

1 month ago

Sydney, New South Wales, Australia 1588 State Street Services Australia Pty Limited Full time
About the Role

The Client Service Manager role is a high-visibility client-facing position that requires a proficient communicator with financial sector experience to manage complex business queries. As a cross-client subject matter expert, you will interact extensively with internal support functions to enhance the State Street client experience.

Key Responsibilities
  • Proactively review and resolve client inquiries and issues in a timely and satisfactory manner.
  • Serve as an initial escalation point for client and internal functional teams on time-critical and high-potential financial impact issues.
  • Produce monthly MIS/KPI reporting across all clients and lead monthly service reviews with clients.
  • Manage change management administration and communication with clients.
  • Linkages between change management, BAU, and program work, as part of broader end-to-end on-boarding/implementation efforts.
  • Influence managers focused on executing specific client on-boarding/implementation and required technology platform enhancements to support client needs.
  • Ownership of the client incident reporting process for respective clients.
  • Ensure daily and monthly services are delivered in accordance with relevant client SLAs.
  • Work with the IT department to ensure efficiency and timeliness in IT processes and prompt resolution of issues.
  • Identify customized support requirements that deviate from standard servicing models and evaluate opportunities to automate or align to core processes.
  • Champion inquiries from/issued raised by various State Street organizations and follow through to ensure client-facing problems and issues are addressed.
  • Influence others in preparing various statuses, activity, and performance reports for senior management.
  • Collaborate with STT's middle and back-office operations and provide input on plans to enhance operations.
  • Work closely with middle and back-office business colleagues to create opportunities resulting from change requirements that are leverageable across multiple clients.
  • For global client relationships, participate in global servicing calls internal and external and be able to present and/or respond to servicing issues impacting clients in the APAC region; also partner with Global Relationship Management to pursue sales opportunities to support efforts of sales/business development teams.
  • Thorough review of monthly BAU invoices, coordinating with teams to ensure accuracy and completeness, submission of invoices to finance, and sharing invoices and all backup with clients.
  • Maintain monthly invoicing tracking for senior management and finance.
  • Management of client-facing issues, including Operational Control Framework issues, reporting outages, and reputation or risk-impacting workstream items.
Staff Management and Administration Responsibilities
  • Potential for direct management responsibilities.
  • Support on-boarding of new staff and implement training development and succession plans as well as retainment and staff engagement strategies.
  • Ensure well-defined and updated procedures for any operational or processing tasks conducted by the team.
  • Contribute to team initiatives to improve efficiency (Lean) and risk/control framework.
  • Support the development of a 'best practice' Client Service model across APAC.
  • Facilitate cross-training across all Client Service functions in the team and region.
  • Work effectively with peers locally and across the region to achieve common goals.
  • Influence the team positively while enhancing the work culture.
The Ideal Candidate

The ideal candidate will possess the following attributes:

  • Excellent attention to detail.
  • Superior communication skills.
  • Responsible and able to take ownership of all allocated tasks.
  • Organized and able to multi-task and work to tight deadlines.
  • Pro-active and a problem solver.
  • Demonstrating highly professional behavior when dealing with all key stakeholders.
  • Flexible, often dealing with ad-hoc queries from clients.
  • Demonstrating an understanding of the risks involved in the processes and reflect this in their approach to work prioritization.
  • A strong team player.
  • Tactically using a broad array of communication vehicles to lead, direct, and facilitate client change requests.
What We Value

The following skills will help you succeed in this role:

  • Proven ability to communicate in a clear, concise, and professional manner at all levels.
  • Strong collaboration and influencing skills.
  • Strong written and communication skills and ability to present to clients and senior STT management.
  • Strong sense of ownership and leadership.
  • Strong time management skills with the ability to prioritize under pressure.
  • Experience in account or relationship management is certainly a merit.
Education & Preferred Qualifications
  • Proven track record in a financial services environment with client service and/or qualified operations-based experience with over 5 years' industry and client-facing experience.
  • Demonstrated market knowledge and understanding of the investment management industry.
  • Understanding of back-office and middle operational processes.

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