Senior Manager - Client Services

Position Summary

We are looking for an expert Senior Client Service Manager to join a diverse and dedicated team! This role will be collaborating with the Director of Client Service Partners, this role will be working with our top clients, responsible for developing senior-level strategic service partnerships with our largest global and key regional customers.

The role involves finding opportunities for service improvements, handling key client service issues, and serving as a key contact to product teams (DSS, Real Time, FX, Workspace) to bring the Voice of Customer and shape our product offerings. Additionally, the role includes delivering proactive service reviews to customers and driving critical escalation management processes across the organization, requiring coordination and partnering with various business areas to ensure seamless service delivery.

Role Responsibilities

The Escalation Management team provides the support for service escalations throughout the organization.

This team:

• Owns the service escalation process.
• Ensures appropriate urgency from all collaborators during issue resolution.
• Runs internal and external communications.
• Advises the resolution process

The Client Service Partner is a senior level individual with deep understanding of processes and capabilities. This person can command the appropriate urgency from involved parties.

This person will:

• Command interactions with resolver groups during ambiguous and sophisticated issues.
• Provides consistent and urgent response to service issues from customers.
• Evaluates and resolves right course of action for service resolution.
• Advises escalation communication with internal teams and channels.
• Develop positive relationships across Key Strategic Accounts and drive a positive service experience.
• Find opportunities for service improvements and drive appropriate teams to deliver.
• Interprets internal and external business issues and recommend solutions
• Develops departmental plans, including business, production and interpersonal priorities, which support overall business strategy.
• Issues instructions on standard practices and policy application; follows up to determine compliance.
• Implements processes to produce desired changes in product line, function, or assigned area of responsibility.
• Directs the resolution of complex or unusual technical, operational and organizational problems which may be multi-disciplinary.
• Decisions are guided by resource availability, business unit or functional business plans, impacting support and funding of projects, products, services or technologies.

Major Requirements:

• 6+ years plus experience of working in customer-facing roles, ideally in a support capacity or comparable issue resolution role.
• Validated ability to lead and deliver through influence, and leadership of virtual, cross-functional teams.
• Experience in responding to customer or business-impacting incidents or events.
• Confirmed Service Management experience e.g. change, incident, problem management.
• Strong collaboration and leadership skills.
• Ability to understand and communicate customer and/or business impact.
• Ability to guide and advise senior leaders on the most appropriate course of action during times of crisis and time sensitivity.
• Ability to identify the right procedures and resolution channels to effectively resolve key issues.
• Ability to identify process optimization opportunities and advocate the implementation of proposed opportunities and solutions with stakeholders.
• Ability to make effective decisions under pressure with limited or incomplete information.