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Senior 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 

1.1. 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 as defined within the SMD 

• Understand client's business /products /strategy /requirements

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

• Provide input and updates to client Account Plans as requested


1.2. 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, for the communication to clients of any problems/issues.

• 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.

• Complete and issue actions from weekly Stream meetings


1.3. Reporting

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

• KPIs 

o Review CSM validated KPI pack information 

o Review service against KPIs and ensure monthly KPI reports are dispatched within agreed service levels 

o Authorise commentary for KPI pack

• Client Feedback

• Encourage client participation in  all DST surveys where relevant 

• Document actions plans for related issues highlighted as part of monthly client surveys

• Stream reporting

o Facilitate Stream progress reporting


1.4. Communication

• Responsible for provision of relevant information to client contacts in a timely manner 

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


1.5. Meeting Management

• Organise & participate in meetings & conference calls. Chair meetings (where appropriate relative to meeting attendees) 

• Ensure service review meetings are held and documented for each client, at agreed frequency

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

• Set up internal prep meetings where appropriate


2. Budgetary Control 

2.1. Budgetary Control

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

• Share client forecast volumes

• Monitor outstanding invoices and chase for payment at 14 days. Regular chasing to continue every 5 business days. At 45 days ensure Account Manager is aware of position.


3. New Business & Promotional Activity

3.1. DST Products & Services 

• Knowledge of DST 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


4. Team Management

4.1 Team Management

• Manage CSM reports including providing guidance & direction on day-to-day business issues, team meetings, PDRs, monthly objective reviews etc

• Ensure that direct reports are aware of how their individual objectives link to Corporate Goals

• Identify Learning & Development needs for direct reports

• Determine and communicate direct reports priorities

• Interview & recruit team members 


4.2 Sharing Best Practice

• Drive and initiate reviews of Best Practice across the CSM team

• Adopt CSM standards for all CSM activities


5. Additional responsibilities 

• Attend internal/external business forums/committees

The Ideal Candidate


• Proven team management skills 

• 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 


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