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Client Service Manager

Please Note: The application deadline for this job has now passed.

Job Introduction

• Direct point of contact internally/externally for designated client relationships 

• Primarily responsible for managing day-to-day service issues and associated tasks, information gathering, facilitating operational areas and communicating internally and externally

Role Responsibility

1. Service Management 

1.1. Service Management 

• Develop existing client relationships with relevant Clients

• Liaison with the clients' oversight team to ensure that service meets requirements 

• Manage the communication and participate in resolving any service issues

• Understand  client's business /products

• Keep abreast of current client relationship status through the regular review of Management Reports e.g. Client feedback 

 

1.2. Issue Management 

• Contact points for day-to-day service issues raised to or by Client or internal contacts 

• Produce & maintain Service Issues Log on a weekly basis 

• Day-to-day liaison with all stream area contacts in operational areas to ensure service is delivered within SLA and quality is measured within KPIs 

• Attend (weekly) Client conference call

 

1.3. Reporting 

• KPIs 

o Review and validate KPI pack information 

o Monitor service against KPIs and dispatch monthly KPI reports within agreed service levels 

o Provide commentary for KPI pack

• Stream Reporting

o Ensure relevant information is available for Lead CSM representation at weekly Stream meeting

 

1.4. Communication 

• Responsible for provision of service management related information to client contacts in a timely manner and in an appropriate format

• Liaise with internal operational/IT counterparts to facilitate information flow and appropriate actions

 

1.5. Meeting Management 

• Participate in meetings (internal and external) & conference calls, as required

• Attend necessary internal prep meetings 

• Involvement in the completion of supporting meeting documentation – agenda, minutes, actions etc. 

 

2. New Business & Promotional Activity 

2.1. DSTProducts & Services 

• Develop DST product knowledge

 

3. Team Management 

3.1. Sharing Best Practice

• Initiate and participate in departmental Best Practice discussions cross streams

 

4. Additional responsibilities 

• To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed to support continuous development

The Ideal Candidate

Essential

• Good knowledge of industry products and services

• Analytical and reasoning skills, understanding multiple data areas

• Ability to work to deadlines and multi-task under pressure

• Methodical and organised, with a commitment to accuracy

• Proficient in MS office suite of products

• Ability to develop new skills 

• Excellent communication skills, both written and verbal 

• Ability to work within a team environment

Desirable

• Professional examinations (IOC) – Either achieved or studying for

• TPA / Financial services industry experience

About the Company

DST is a leading provider of specialised technology, strategic advisory, and business operations outsourcing to the financial and healthcare industries. We enable clients to transform complexity into strategic advantage by helping them continually stay ahead of and capitalise on ever-changing customer, business, and regulatory requirements in the world's most demanding industries.

Headquartered in Kansa City, Missouri, USA, DST is a public company listed on the New York Stock Exchange (NYSE: DST), employing over 16,000 talented people globally.

In March 2017, DST acquired International Financial Data Services (IFDS) in the UK and Ireland; making DST a leading provider of investor and policyholder administrative services to the funds, insurance and wealth management industries.

DST employs ~5,000 people across 12 locations in the UK and Ireland.   

All offers of employment at DST are subject to background verification checks, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check. The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful

DST

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