ACCOUNT MANAGER recruitment
This is a key operational relationship role within the Company managing a strategic client account to ensure that they are delivering investment administration service in line with agreed Service Levels. The role holder will be responsible for maintaining the operational relationship for the back and middle office functions supplied to the client ensuring satisfaction and performance standards are being maintained on a daily basis.
Core Responsibilities:
- Enhance the Client facing profile of the Company by understanding the future direction of our key client’s business.
- Assess and recommend changes to the Service Delivery Process and internal procedures to support the function where possible.
- Manage the client contact with the business through a rigorous change control process.
- Provide specialist support for the client on Fund services.
- Maintain and manage a service plan for each allocated client relationship.
- Ensure that Product feedback received from clients is communicated to Company Product Management/Development.
- Manage and assist with client relationships to ensure that client needs are fully understood and articulated.
- Take ownership for the Clients fee calculations ensuring that they have been completed for accuracy and completeness and ensure that all fee projections have been updated.
- Ensure that all services provided to clients are appropriately positioned and executed and follow up with operational departments where the service levels do not meet expectations.
- Work with the operational functions to manage the quality of service delivery by the Company.
- Monitor and complete KPIs to be used in driving client service and service quality improvements.
- Seek continued year on year improvement on client service KPIs and client feedback
Coordinate and present client performance reporting, as agreed with the client. - Monitor service quality feedback from clients, RMs and Operations against internal and external SLA agreements, client visits and call reports, ensuring effective follow-up to drive service quality issues and required improvements.
- Document and maintain Service Definition Document for clients, incorporating client change requests and ensure all changes are corrected logged and agreed at least annually by clients.
- Minimise reputational risk to the business.
- Highlight regulatory risk when appropriate.
- Coordinate communication of incidents, where requested by an operational function, with the client. Manage the successful conclusion of incidents notified.
- Assist in the preparation of any claims where it is a relationship issue.
Core Skills:
- Ability to build and maintain relationships with colleagues and clients at senior management level.
- Ability to communicate effectively in writing and verbally.
- Ability to plan and organise workload to meet deadlines, taking into account relative priorities.
- A proven strong commitment to service quality.
- Proven ability to work independently and to motivate and influence others.
Core Requirements:
- Detailed knowledge of Investment Administration (Fund Accounting and Middle Office).
- Ability to identify and initiate process improvements preferably using Best Process Management techniques.
- Ability to monitor performance against objectives, through the development of MI and taking corrective action.
- Ability to represent the Company to key decision makers both internally and to major corporate businesses.
Core-Asset Consulting offer specialist recruitment services to the Investment Banking, Financial Services, Secretarial Support, and Human Resources markets across Scotland.
"People are the core asset of every business"
December 10, 2011
• Tags: Account Manager recruitment, Accounting & Finance careers in the UK • Posted in: Financial