Client Experience Manager, Client Support PA2025TACSTBAU2

The Manager, Client Support plays a key role in ensuring exceptional client service delivery by managing day-to-day operational support functions for client and investor-related queries. ​ This role focuses on issue resolution, service optimization, and operational risk management while maintaining strong client relationships and ensuring compliance with regulatory requirements.

Direct Reports:

Up to 10 direct reports, both Senior Client Support Consultants & Client Support Consultants

​Key Accountabilities:

Client Relationship Support & Client Advocacy: ​

• Act as an escalation point for service issues and operational challenges. ​
• Collaborate with clients and internal teams to communicate resolutions and service improvements. ​
• Build an understanding of clients’ business processes to identify opportunities for support and partnership.
• Conduct regular client meetings and feedback sessions to assess service quality and identify areas for improvement. ​

Operational Support & Service Excellence: ​

• Oversee the team to deliver timely and accurate responses for clients, engaging and collaborating with operational teams to ensure efficient service delivery.
• Ensure quality control and integrity across all service support channels and implement best practices for client communication and proactive issue resolution. ​
• Provide support as needed for day-to-day transfer agency operations escalations related to transaction processing and investor servicing. ​​
• Monitor BAU client activities to ensure alignment with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across the team and allocated clients. ​

Operational Oversight & Process Optimisation: ​

• Identify opportunities for process optimisation and efficiency improvements within client support teams. ​
• Implement feedback loops from client meetings and reviews to enhance service delivery models. ​

Compliance and Risk Management: ​

• Ensure all operational support and escalation processes comply with relevant regulations. ​
• Collaborate with Risk & Compliance to monitor risk controls related to operational service delivery. ​
• Maintain proper documentation for escalations and issue resolution. Including regular maintenance of all Business rules, Client Resource materials and checklists ensuring they are accurate and up to date and signed off and implemented across all business units.

Leadership: ​

• Lead and mentor the Client Support team to ensure a client-first culture. ​Foster a client-centric culture within the team, emphasising service excellence and continuous improvement. ​
• ·Work with senior leadership to develop training programs to enhance technical knowledge and problem-solving skills within the team. ​
• ·Conduct regular 1 on 1s with all team members, including quarterly performance check-ins and  support ongoing development plans.

Reporting and Performance Management: ​

·Track service performance metrics such as resolution timelines, client satisfaction, and operational accuracy, through various reporting systems tools such as AOM and share with the team and Senior Manager, Client Support.

·Develop and present regular reports for internal stakeholders, showcasing service quality and performance trends of the team and Clients as required.