Manager, Consulting Services recruitment
Team Overview
The Global Business Consulting Team ("GBC") is a team of 82 that provides 24/7 premium level support to clients of four business segments (Investment Banking, Investment Management, Wealth and Corporate) across 12 MS Office based products, primarily MS Excel. Within the global team are two integrated teams that are organized regionally: the Client Facing Team and the Core and Regional Support Team. The Client Facing team serves our largest and most important clients through face to face support, whilst the Core and Regional Support Team serves clients primarily remotely. Within the Core and Regional Support Team are two specialized teams: the Tech Team and the Model Conversion Team.
Role Overview
The Global Business Consulting-Client Facing Team Regional Manager (Americas, Asia, EMEA), is a player-coach role managing the Client Facing Team members in your region. In addition to the Global Head, it will be the most visible role on the team in the region. The Regional Manager will be the most knowledgeable person in the GBC with respect to business opportunities challenges in the region for the supported and related products.
While there are some operational requirements of the position, the Client Facing Regional Manager is expected to spend 80% of their time in sales related activity which should include: meeting with other sales personnel in the region, overseeing major roll-outs and ensuring that the needs from a sales perspective of both internal and external clients are met.
From an operational perspective, the Regional Manager will need to provide oversight to the regional team. The Client Facing Team Regional Manager will also need to spend some time working with the other Team Managers to ensure that: (1) work loads are balanced across the team and coordinated with their global counterparts; (2) work with the Global Head to address resourcing needs; and (3) work with both the Global Head and Team Managers to ensure that sufficient team members are available to support the products assigned to the team as requiring premium support.
The ability to do creative problem solving in this role is critical, mostly around resources. As we are in an era where we need to do "more with less", the team's managers need to think creatively about how to meet the demands on the team with available resources, talent and time.
Success in this role will be measured by: demonstrated contribution to the sales effort, the ability to inspire others to greatness, a keen sense of the needs of the team, and the ability to develop creative solutions to a constantly changing work environment. In order to do so, it is critical that the Regional Manager works closely with the Global Head to address resourcing needs as well as raising awareness when the administrative aspect of the role detracts from the sales effort. In this case, the administrative workflow will be rebalanced to other members of the team.
Summary of Primary Role:
In addition to the oversight and supervision of general team activity on phone and email, the primary responsibilities are mostly centered on communication with sales and making sure consultants are involved in opportunities, that they are properly prioritized, and include:
-Review sales opportunities with assigned salespeople and then assigning those accounts as appropriate to your team
-Recruitment of team members from financial services who are capable of supporting Client Facing Team activities
-Meet with clients during major rollouts to ensure satisfactory service
-Check in with other Managers/Consultants on a regular basis on major accounts and coach them through rollout phases
o Be a champion of the team's role in collecting client feedback and make sure feedback is captured appropriately to meet the client's requirements
-Consistently review demo/training skills (across all products but primarily those with the best sales potential) with team to create standard version of product demos and make sure knowledge is consistent across the group
-Delegate client queries to team if not picked up within SLA timeframe
-Work with team Managers to manage weekend/holiday coverage schedule so that it is fair across the team
o Participate in a weekend support rota
-Review Consulting Activity Tracker ("CAT") stats with your team each month to ensure that individual team member objectives are met and that team reporting is sufficient to meet internal business reporting requirements
-Make sure the CAT is fully updated by your team with account activity and comments
-Maintain consistent dialogue with segment product managers and product owners
o Work with Global Head to ensure that client product feedback is properly prioritized.
- Work with the Global Head to build an industry leading excel and application consulting group that provides TR a decisive competitive advantage in the marketplace.
- Manage your team to ensure that client needs across the board are being met.
- Work with your team to ensure that a standard of excellence is met with respect to all model conversions
Key Responsibilities:
1. Provide a consistent, global customer experience in the use and interpretation of our products and data.
2. Manage day-to-day operations of the group to ensure clients receive the highest quality services and expertise
3. Ensure staff is fully trained with the required knowledge and skills: product, market, workflow, TR applications, etc. to fulfill their job duties; training and education should be on-going.
4. Liaise with segment/business representatives to promote the business goals and functions necessary to service our clients.
5. Communicate strategic directions and ensure the highest level of customer satisfaction.
6. Coordinate with the other Regional Managers and teams to maintain a global structure.
7. Provide customers' feedback and timely monthly reports to Global Head as well as to the segments/business representatives as appropriate
8. Ensure that the requirements and flows in each of the product Support Model Documents are being met
9. Equal importance should be placed on consultative client efforts to enhance our client's utilization and value from our solutions as well as engaging clients in relationship building efforts.
10. Moderate to extensive travel will be required.
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Skills
Educational Qualifications Knowledge: 1. Bachelors Degree in relevant subject (Business or Finance) or equivalent work experience
2. Completion of CFA Charter preferred/Sitting for the exam is strong encouraged
3. Expert excel modeling skills
4. MBA, Finance preferred
5. Real time portfolio management or banking experience using TR and/or competitor products or other relevant work experience
Work Experience Skills: 1. 5+ years Investment Management or Investment Banking Industry knowledge; specific experience in portfolio management, buyside/sell side analyst or investment banking associate.
2. Will have managed teams of people
3. Familiar with Service Operations and principles including Performance Measurement, Service Level Management.
4. Strong customer relationship and consultative focus for both internal and external customers.
5. The ability to drive business process improvement and reduce costs.
6. Excellent face to face presentation, written communication and interpersonal skills.
7. Strong staff development and human resources management skills and the ability to train, motivate and inspire staff in a performance-driven environment
Reports to: Head, Global Business Consulting Group
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