Client Services Manager / Client Services Director

Job Description

As Client Services Manager/Director, you will act as a senior-level executive responsible for overseeing client operational relationships, coordinating projects, and ensuring the delivery of high-quality services or products to our clients.

You will ensure that:

a) the delivery of end-to-end services will be properly executed as agreed in the scope of work within specific client administration agreements.

b) you will contribute to the business growth by achieving agreed upon sales targets

By building strong client relationships, you will act as the key-escalation point for clients and within IQ EQ organization.

You will collaborate with the different heads (from Operations) and their respective reports to build an effective team mindset by working collaboratively and instilling trust, through honesty integrity and sincerity will be one of your main focuses.

Key accountabilities & Responsibilities (how we will measure success)

• Act in a lead capacity with our clients, maintaining and developing long term relationships and looking to add value through identifying opportunities and growing IQ EQ client base
• Monitor our client requests on a timely basis and deploy appropriate actions arising to relevant staff members within our organization to enhance the services (or provide support in remediation programs when appropriate)
• Assume client board director mandates when requested and provide service meeting regulatory and best practices requirements 
• Contribute to the increase in revenue achievements on the Client Portfolio to meet agreed upon sales and revenue targets
• Build strong foundation and connection within the Client Services team by communicating often and openly successes and challenges aiming at reinforcing the employees’ sense of belonging to IQ-EQ
• Participate and provide support to the other business lines in RFPs, pitches, service proposals and related pricing determination with Business Implementation Team
• Coordinate with other internal and external stakeholders from Operations or any other Business line
• Identify and promote collaboration and synergies between service delivery teams
• Guide the IQ EQ colleagues and rationalize priorities, define standards and practices for operational processes
• Work closely with the Head of Operations on the daily management of the Client Portfolio 
• Work constructively with the Head of Operations/ other CSD and his/her reports to successfully work with the assigned Luxembourg and GCD staff daily to delivery proper service to our clients (after the implementation of Horizon)
• Engage broadly with the service delivery/operations teams to frame, structure and prioritize solutions in projects having a strong impact on the quality
• Escalate any reported/detected significant operational and client issues to the Head of Operations / other CSD

Tasks (what does the role do on a day-to-day basis)

• Business Development role through existing and “new/new” opportunities (including Account Plans Building, OneView feeding)
• Act as Horizon facilitator on client matters and help assigned resource(s) to ensure complete handover and knowledge sharing with GCDs throughout the entire life cycle of the Client
• Help solving conflicts, providing guidance and always act as a problem solver
• Ensure quality of the deliverables and implement Key Quality Indicators reporting to track the feedback from our Client Portfolio 
• Act as a Board Director of our Client boards (upon request)
• Supervise and support the staff to ensure that the deliverables are timely and accurately provided to our Clients (AGMs follow up, Accounts approval …)
• Ensure timely and correct billing of services performed according to contract specifications
• Provide support to the billing of extra fees (additional work performed/out of agreement scope of services) 
• Support the Cash collection efforts and related follow-up as a second point of escalation
• Track the profitability of services delivered by the Client Services team
• Prioritize Management requests from Sales perspective 
• Analyse the adequacy of the budget with the agreed scope of services
• Coordinate/support Clients Visits Plans 
• Business travel opportunities