Senior Client Service Manager
The Senior Client Service Manager plays a critical role in delivering high-quality service to clients, ensuring seamless execution of day-to-day operations, and driving client satisfaction and retention.
This position requires close collaboration with the Fund Administration team to deliver an integrated, bundled service where required. The Senior Client Service Manager must be proactive in engaging with clients, understanding their business objectives, operational needs, and service expectations.
Main Responsibilities:
* Oversight of all aspects of client service delivery, collaborating with Relationship Managers to enhance service quality and drive long-term client value.
* Act as a trusted advisor to clients, providing expert guidance on their service needs and expectations.
* Lead regular service reviews, ensuring contractual obligations and KPIs are met while identifying improvement opportunities and aligning on future objectives.
* Oversee client and regulatory change initiatives, working with internal teams to define priorities, delivery timelines, and ensure readiness for implementation.
* Track and report on client change activities, ensuring transparent communication and timely updates.
* Collaborate with internal teams and Relationship Directors to proactively manage client satisfaction and escalate concerns when necessary.
* Manage key account management responsibilities, including SLA/KPI tracking, reporting, and invoicing in coordination with the commercial team.
* Establish and maintain service meeting schedules and governance models to support structured client engagement.
* Drive governance frameworks to ensure optimal client relationships and effective stakeholder engagement.
* Serve as the escalation point for critical client issues, overseeing timely resolution and ensuring ongoing service delivery.
* Partner with operations teams to implement process improvements following incidents or escalations.
* Leverage client performance data and analytics to identify trends, anticipate needs, and enhance service delivery.
* Prepare and manage internal and external reporting, including presentation materials and dashboards.
* Chair internal client review meetings and support executive reporting.
* Complete and distribute weekly and periodic client reports as required.
Requirements:
* 3–5+ years of account management or client-facing experience, ideally within a technology provider, fund administrator, or financial services firm.
* Proven ability to build and manage strong relationships with key stakeholders at multiple levels within client organizations.
* Excellent communication and presentation skills, with the ability to clearly articulate complex solutions to both technical and non-technical audiences.
* Strong interpersonal and relationship-building skills, with a customer-first mindset.
* Demonstrated experience in positioning and managing complex technology and services solutions.
* Experience working with technology platforms or SaaS solutions is highly desirable.
* Background in asset management or transfer agency is preferred.
* Experience in fund accounting is an advantage.
About the Role:
This is a senior-level position that requires exceptional leadership and client-facing skills. As a Senior Client Service Manager, you will be responsible for delivering high-quality service to clients, driving client satisfaction and retention, and collaborating with internal teams to ensure seamless execution of day-to-day operations.
What You Will Bring:
* A proven track record of success in account management or client-facing roles.
* Exceptional communication and presentation skills.
* Strong interpersonal and relationship-building skills.
* Demonstrated experience in managing complex technology and services solutions.
* Ability to work collaboratively with internal teams to achieve shared goals.
* Strong analytical and problem-solving skills.
* Ability to adapt to changing priorities and deadlines.
Benefits:
* Competitive salary and benefits package.
* Opportunities for professional growth and development.
* Collaborative and dynamic work environment.
* Recognition and rewards for outstanding performance.