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.
We are seeking an exceptional Client Services Manager to join our team at Broadridge. This senior hands-on role is pivotal for managing and ensuring the highest standards of service delivery for our key clients.
The successful candidate will be responsible for managing client relationships, overseeing service reviews, handling incident escalations, and ensuring compliance with service level agreements. This position works in close partnership with various internal teams, including Global Account Management and Support Service Leads, to maintain and build strong relationships across all functions.
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This role is ideal for candidates aspiring to advance their career to senior operations management in a growing business, or those looking to enhance their client-facing experience.
Responsibilities
- Ensure standards of Client Services meet or exceed expectations for allocated clients
- Escalation point for day to day issues, escalating to Account Manager or Business Lead appropriately
- Produce Client Service Reporting, co-ordinate and run Client Service Meetings and case reviews
- Seeking new opportunities and following up on opportunities to drive commercial outcomes.
- Delivery of all relevant information to Account Management for pricing
- Internal sponsor for changes to client production environment
- Manage client priorities and expectations for future releases
- Act as Critical Incident escalation point and provide the client by assisting with co-ordination and communication.
- Liaise with the additional Broadridge teams when required including;
- Service Management team
- Core development team
- Infrastructure team
- Account Management
- Corporate IT and Governance groups
- Measure and report agreed client key performance indicators or service level agreements both internally and externally, taking proactive action as required
- Identify, champion and implement process improvements this may include
- Client satisfaction surveys and additional feedback from clients
- Continual reviews of key performance indicators and service level agreement
- 7-10 years of experience in similar support roles
- Operational experience with Capital Markets/Post Trade Experience, including equities, options, derivatives, securities lending, or prime brokerage
- Strong organizational and planning skills
- Excellent verbal and written communication skills, able to build and maintain strong relationships with clients
- Australian or global equities and markets operations experience
- A skilled negotiator with an ability to influence and ensure conclusive resolution
- Flexible approach to work and used to working in a stressful environment
- Experience with modern application technologies is a benefit
- Critical thinking and problem solving skills this must include the ability to
- Make informed decisions
- Assess risk
- Escalate when appropriate
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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.