Client Service Delivery Manager

Overview:

The Client Service Delivery Manager will be based on a hybrid basis from either our Leeds or London office.  This means you’ll need to be within a commutable distance of one of these locations to ensure you can be in the office each week with your colleagues.  In addition, you may need to travel to client meetings.

The role holder is a critical link between the client relationship teams and operational teams and will ensure services across share registration and share plans are delivered consistently, transparently and in line with agreed service standards.

This is a client-facing role, with accountability for service performance across a portfolio of high-profile FTSE clients, owning the end-to-end service performance narrative for each client, translating MI into insights, leading root cause analysis for incidents/complaints and recurring themes, agreeing pragmatic remediation plans with operations and technology and communicating progress and outcomes through clear client governance and reporting.

You’ll get the chance to follow your chosen career path anywhere in MUFG Pension & Market Services, joining a network of experienced, innovative and dedicated individuals across multiple teams and countries.  There are numerous opportunities to learn new skills and develop in your career with the support you need to succeed.

Benefits:

26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year

Health, wellbeing and lifestyle rewards that can be tailored to support you and your family.  Everything from: Employee Assistance Programme; Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions; Car Salary Sacrifice scheme

Appreciate programme: Employee recognition programme

Company Pension Scheme

Medical insurance

Life Assurance

Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave

What you need:

As with any role, we want to find the right person and we want to make sure you know it’s the right role for you too.  You will need:

•    Demonstrable knowledge of Share Plans, with experience in share registration and share plan administration in financial services or a related corporate governance service

•    A strong track record in client service delivery, ideally with FTSE 100/250 corporates or equivalent

•    Exceptional verbal and written communication skills with the ability to build and maintain relationships with a variety of clients and internal colleagues

•    Demonstrable experience using MI to manage service performance, identify trends and drive measurable improvements across complex operational delivery 

•    Exceptional stakeholder management skills, with the ability to influence at both senior client and internal stakeholder levels

•    Strong knowledge of regulatory frameworks – FCA, Companies Act, HMRC, GDPR

•    Excellent analytical and problem-management skills with the ability to interpret MI, perform root cause analysis, distinguish symptoms from causes and implement corrective and preventative actions with tracking to closure

•    Good working knowledge and experience working with MI and workflow/tooling, for example Power BI, Pega Systems and the Microsoft Office suite, enabling you to evidence performance and drive outcomes

•    Experience working in a registrar, share plan provider or financial services outsourcing business

•    An understanding of transformation within corporate services

Day to Day, you will:

•    Partner with Client Relationship Leads, Relationship Managers and cross-boarder operational teams to align delivery with client strategy, business objectives and regulatory requirements

•    Contribute to strategic account planning, identifying opportunities to enhance client experience, efficiency and commercial growth

•    Champion continuous improvement initiatives, innovation and digital adoption to strengthen client proposition

•    Act as a trusted advisor to clients on service delivery, governance and industry best practice

•    Own and assure client service performance across share registration and share plan services, ensuring contractual SLA’s and KPI’s are met through proactive oversight, early risk identification and effective prioritisation with operational teams

•    Lead MI-driven performance management, interpreting trends, identifying emerging issues and escalating material risks with clear impact assessment and recommended actions before service deterioration is visible to clients

•    Coordinate across registry operations, plan administration, advisory teams and IT to remove blockers, align priorities and ensure the timely resolution of service issues and delivery of agreed improvements

•    Lead formal service reviews with clients, owning MI production and commentary, facilitating root cause analysis (RCA) for incidents and recurring defects and agreeing corrective and preventative action plans with clear outcomes

•    Define and continuously improve client MI, ensuring data integrity, consistent definitions and meaningful insight so stakeholders can clearly understand performance drivers and decision trade-offs

•    Provide guidance to cross-functional service delivery teams aligned to the client portfolio

•    Foster a culture of accountability, collaboration and client-first service excellence whilst supporting operational colleagues to enhance client-facing awareness and behaviours

•    Ensure full compliance with FCA, Companies Act and HMRC rules relating to share registration and share plans

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs