Client Delivery Manager

Job Title & Location

Job title: Client Delivery Manager

Office location: Euston, London

Role Type: Permanent, Hybrid (1 day per week in the office)

Our Team

The Client Delivery department is made up of the Client Delivery Managers team, ROC Relationship team and the Client Support team. The whole department are the eyes and ears within Operations supporting all areas of the business building relationships and providing technical support.

Job Purpose

To live, breathe and embody customer service! The Client Delivery Managers team will bring a clear Client focus to the Operations division. As a Client Delivery Manager you will be responsible for delivering exceptional customer service building strong relationships across the Clients, Client Service and Operations teams, delivering against our client needs, resolving client issues and ensuring our business and output is geared towards our customers at all times. Sound like you? We want to hear from you!

Main Duties and Responsibilities

Project Management:

• Project management of tasks around client transitions & re-pitches within Operations. Effective collaboration with the global and ROC organisations to better meet Client needs.
• Scope all Client requirements linked to new/changed deliverables, providing recommendations on approach, working directly with the Client.
• Successfully project manage and ensure delivery against all client and client service requirements which span across Operations.
• Produce regular targeted communication for both Clients and Client Service teams, improving the visibility and understanding of the current business highlights and challenges e.g. Service Enhancements.
• Supporting any relevant improvement or transformation workstreams based on current commercial needs. For example, leading on the development and implementation of processes utilised to deliver large data files to our Clients including flatfiles and provision of disaggregated data. Including the subsequent documentation required and training of relevant team members and sharing knowledge to ensure correct and on time delivery to Clients.
• Work closely with Clients / Client Service partners and Operations including global teams to ensure we achieve timely resolution of all client and client service queries and/or issues in relation to our deliverables through MWP, this should include the ability to translate the Product offer, the technical process and the Operational production through to delivery.
• Proactive identification of potential service issues, and resolution of these, to mitigate any impact to clients or client service – own the communication of any business impacts.

Operations and Client Relationships:

• Servicing our Clients, Client service and operations teams
• As the conduit between the divisions, work with all parties (across both Clients, Client Service and Operations) to establish best practise and ways of working
• Coordinate and lead regular service review meetings to establish client priorities and future requirements, discuss previous performance and review any issues

Process and Continuous Improvement:

• Communicate effectively with the wider business, ensuring that Client Operations processes are understood and implemented.
• Deliver a knowledge sharing mechanism and process to enhance the understanding and familiarity of the wider business across Operations and Client Service teams
• Share efficient ways of working with other team members and help to drive and embed efficiencies through lean methodology
• Provide critical metrics that meet the need of our business and enable growth in these specific areas

Team, People and Self Development:

• Become a service expert - proactively developing your understanding of Operations and Client Service processes - so you can confidently articulate your understanding and make effective recommendations to the business when required.
• Engage with your line manager – seeking their feedback, input and contribution to your development – act upon it appropriately and asking for advice when relevant
• Build relationships internally, specifically with immediate team with the view to willingly offer help and support to others in the team where possible
• Actively participate in training programmes to develop the required skills and seeks opportunities to practice and apply what you have learned in training

Measures of success in this role

• Increase to the Client Quality of Service metrics
• Optimum processes in place driving maximum efficiencies
• Ongoing measurement and reduction of Client issues
• Project management of new/changed requests delivered to Clients directly right first time
• Increase to Operations Quality of Service metrics (collaboration & total service levels)
• Monthly CS departmental dashboards in place
• Weekly CS departmental Service reviews in place
• Achievement against Operations service levels
• Knowledge sharing mechanism/process established (between Ops & Clients / CS teams)

What you’ll get from us

• 25 days annual leave (excl. bank holidays), plus your birthday off
• Flexible benefits across health, wealth and lifestyle
• Extensive training and excellent scope for career development
• A collaborative and supportive work environment

Role Requirements

• Experience of leading and facilitating the right decisions for the customer and the business
• Strong commercial awareness and understanding of customer needs, and evidence of this in current or previous experience
• Experience of delivering solutions to overcome issues and challenges
• Ability to build strong working relationships and rapport
• Strong communicator at all levels
• Strong influencing and relationship building skills
• Commitment to service excellence and customer experience
• Flexibility in a rapidly changing and developing environment
• Ability to clearly and concisely present information, both verbally and written
• Strong analytic and problem solving skills