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Senior Client Service Manager

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 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

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

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 agreed service levels 
  • 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
  • Facilitate Stream progress reporting

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

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

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.

New Business & Promotional Activity

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

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 

Sharing Best Practice

  • Drive and initiate reviews of Best Practice across the CSM team
  • Adopt CSM standards for all CSM activities

Additional responsibilities 

  • Attend internal/external business forums/committees

The Ideal Candidate

Essential

  • 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

Desirable

  • Professional examinations (IOC) – Either achieved or studying for
  • Extensive TPA industry experience 

DST

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