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Lead 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

Responsible for managing escalated service issues and associated tasks, information gathering, facilitating operational areas and communicating internally and externally

Role Responsibility

Service Management:

•             Develop existing client relationships and seek to open/maintain dialogue with key decision makers

•             Manage weekly stream meetings - ensure relevant items are discussed/reported/resolved

•             Liaise with all key stream internal contacts to ensure provision of quality service

                Understand client's business /products /strategy /requirements

•             Keep abreast of current client relationship status through the regular review of Management

Issue Management

•             Contact point for escalated issues raised by Client and internal contacts.

  • Instigate the facilitation of issue resolution/action plans with stream contacts

•             Provide escalation point for direct reports

•             Responsible for overseeing accurate maintenance and management of Service Issues Log

•             Proactive liaison with all administration areas to ensure service is delivered within SLA and quality is measured within KPIs

•             Attend (weekly) Client conference calls and Stream meetings

Reporting

•             Internal notification of changes to client service model/tariff/SLA

•             KPIs

•             Review CSM validated KPI pack information

•             Review service against KPIs and ensure monthly KPI reports are dispatched within SLA

•             Authorise commentary for KPI pack

•             Where relevant raise risk/reward financial exposure with SCSM, operations and finance

•             Client Feedback

•             Liaise with client to prepare and complete monthly Client Feedback report & communicate results internally

•             Ensure client participation in external surveys

•             Ensure client specific information is regularly reviewed (and updated) by the client

•             Stream reporting

Communication

•             Responsible for provision of relevant information to client contacts

•             Liaise with internal operational/IT counterparts to facilitate information flow and appropriate actions relating to escalated/significant items

Meeting Management

•             Ensure service review meetings are held and documented for each client

•             Prepare service review meeting agenda & complete minutes within IFDS standard timescales

Budgetary Control

•             Monitor monthly dealing P&L and Service Debit/Credit positions

•             Share client forecast volumes

Change Control

•             Provide escalation point for regular projects e.g. statement/renewal commission projects

  • Review Release contents documentation prior to sharing with clients

•             Provide input to external consultancy on operational capabilities of IFDS systems when requested

Business & Promotional Activity

•             Knowledge of IFDS products, services and technologies and how these can add value to the client's business

•             Review all multi client forum output to ensure client knowledge, awareness & participation where appropriate

Team Management

Sharing Best Practice

The Ideal Candidate

Proven team management skill

Excellent knowledge of industry products and services

Good understanding of the regulatory framework

Good analytical and reasoning skills

Ability to self-govern workloads, ensuring service standards are met to multiple clients

      Methodical and organised, with a commitment to accuracy

Proficient in MS office suite of products

Ability to foster a good teamwork environment

      Excellent communication skills, both written and verbal

Professional examinations (IOC) – Either achieved or studying for

Extensive TPA industry experience

       Ability to travel (abroad or overnight) at short notice and as required

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