Senior Client Support Manager
1 day ago
The Role/Department
We are seeking an experienced Senior Client Support Manager to join our team. This individual will be responsible for ensuring that investor queries are handled in accordance with our quality and service level standards across calls and emails for all clients.
The key responsibilities of the role include:
- Ensuring queries are answered in line with department procedures.
- Being a subject matter expert and assisting the team with handling complex queries, including escalated cases.
- Ensuring your own tasks and responsibilities are completed within the correct time scales, including QC and Bank Verification outbound calls.
- Attending and participating in team huddles and team meetings.
- Participating in client visit meetings as required.
- Supporting the TL in monitoring client specific mailboxes & eGain to ensure all queries are completed within the agreed service level.
- Acting as a buddy/mentor to new team members.
- Providing assistance and coaching to new members of the team.
- Acting as a point of reference for their queries.
- Supporting the improvement of quality through procedural reviews and enhancements.
- Monitors and reports on various client queries.
- Makes recommendations to team leader on procedure changes.
- Complete and send out the teams statistics or reports as requested.
- Act as a mentor to all members of the team, providing support and assistance where necessary.
- Fulfil additional, relevant, tasks appropriate to the role and business requirements.
The ideal candidate will have a working knowledge of client and investor servicing, as well as experience in fund administration and regulatory environments. They should also possess strong Microsoft Office skills, particularly in Excel and Word.
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