Client Services Manager – Operations recruitment
Business Unit Information:
SEI is developing a transformational service and technology capability, incorporating functionality for client administration, financial and non-financial advice, investment modelling and decision support through to full client accounting, portfolio administration and reporting. The suite of services will be the first of its kind, built on a deep understanding of the new wealthy client and how advisers must adapt to serve them and provides truly end-to-end functionality, all residing on a single global platform. This allows for a holistic view of client relationships and their activities with control metrics.
Key Objectives of the Role:
- Lead point of contact for clients and SEI taking day to day accountability for all aspects of operational and technical servicing to clients and ensure team provide superior levels of customer.
- Lead in forging and maintaining a strong working partnership with the Relationship Management team acting as an extension of the RM team at all times, whilst taking into account internal business requirements.
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Responsibilities:
Client Service /Operations:
- Lead point of contact between SEI’s Operations and the client on operational and business critical issues.
- Act as key point of escalation for service teams clients and be accountable for ultimate resolution of day-to-day operational issues for clients.
- Proactively communicate with clients on matters relating to operational activities or deliverables and ensure all queries questions are acknowledged, resolved and responded to in accordance within the established service standards.
- Manage and facilitate operational team client meetings involving planning, service reviews and procedural changes and enhancements.
- Support and work with the Client Relationship Management Team on client initiatives.
- Escalate operational service issues to the Client Relationship Management Team as warranted.
- Participate in Relationship Management meetings with clients in person and over the telephone.
- Responsible for oversight of trend analysis and key volume drivers along side the delivery of KPI and other risk / management reporting.
Leadership:
Recruit, motivate, manage and develop the team including:
- Review individual/team performance against objectives set and help to coach/mentor individuals to develop skills.
- Lead with recruitment to ensure we recruit the best talent available outlining job specifications and conducting any briefing sessions/interviews/assessments/feedback, etc as required in conjunction with internal recruitment.
- Work with internal HR and recruitment to ensure continual development and retention of top talent within the team.
Other:
- Build and maintain a working knowledge of clients operating environments.
- Keep Current – (market conditions, regulation, SEI products and services, etc) and maintain ongoing and effective communication and alignment of these with client business practices.
- Ensure team participation in Operational unit initiatives.
- Identify process improvement opportunities where appropriate.
- Be able to travel to meet with clients and for specific client events when required.
- Maintenance and updating of internal systems/ data reference points in agreed format to ensure consistency and communication of relevant information within the team and ensure integrity of data.
• Any other ad-hoc projects as required.
Best Practice:
- Adhere to all relevant FSA requirements and compliance.
Technical Capabilities/Skills Experience Required for the Role:
- Ideally degree educated with extensive experience in financial services including specific background in private banking; experience in mutual funds and investment advisory services is preferred.
- Strong industry knowledge of private banking, asset management and investment processing and a proven track record in financial operations, investments and client relationship management.
- Exceptional proven client servicing / relationship skills.
- Be able to lead key client facing meetings when representing SEI.
- Strong people management / coaching skills.
- Excellent project management, organisational and PC skills
Key Competencies Required For the Role:
- Process-oriented with strong attention to detail.
- Ability to handle multiple tasks and projects with tight delivery schedules.
- Effective written and verbal communication skills.
- Responsiveness, accountability and adaptability.
- Professionalism and leadership.
- Critical thinking and problem-solving skills.
- Self-motivated and willing to learn.
- Supports a healthy team environment.