At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.
Responsibilities
Client Service: Service Delivery Management
provide direction to the efforts of the support and development groups, maintain strong client relationships
- Act as client liaison at the operational day to day management level including regular meetings and response to client escalations.
- Agree the schedule of work deliveries with the clients acting as a champion to their issues.
- Liaising with the internal teams as to confirm scheduling / solution detail and agree responses to the client.
- Plan out future work / forecast the needs of the client demands such that resources can be managed appropriately.
- Escalation of critical issues internally or to the client so that appropriate action can be taken.
- Ongoing project administration / liaison with finance (invoicing for enhancements / consultancy work, budget control, estimates / enhancement reports).
- Produce regular status reporting to the client and internal stake holders on service delivery performance (releases performed / bugs reported / major outages etc)
- Ensure procedures are followed by support team members.
- Ensure that all issues are logged into the wiki and follow the appropriate workflow.
- Ensure Broadridge deliver the best possible service including compliance with any existing Service Level Agreements.
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- Identify and follow up on revenue generating opportunities, prepare and price proposals (or enhancement requests) based on product development analysis and estimates, negotiate and drive client sign-off on proposals
- Look for opportunities to increase the time we spend with our clients and to widen our network of client contacts.
- Project manage implementations which do not have a dedicated PM.
take charge of the situation during critical incidents
- Act as a key co-ordination point for key incidents between internal and external
- Help to investigate, direct and manage critical incidents using technical skills and knowledge of the business
- Escalation of key critical outages to senior management and technical groups to attain further support.
Build trust and understanding between the members of the team on both client and internally
- Develop and maintain progressive and professional relationships with the clients.
- Work closely with and be the focal communication point with the local and global support / development teams.
- 5-6 years of experience in a client-facing support role
- Experience working or strong understanding in financial services industry
- Excellent verbal and written communication skills
- Fluent in Cantonese
- Strong analytical and problem-solving skills
- Outstanding organizational skills and attention to detail
#LI-KA2 #LI-Hybrid
Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.
We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates diversity in all its dimensions.