Manager - Client Services (JR1012347)

    • Hong Kong

Company Description

Broadridge, a global fintech leader with over $4 billion in revenue, provides communications, technology, data, and analytics. We help drive business transformation for our clients with solutions for enriching client engagement, navigating risk, optimizing efficiency, and generating revenue growth. Broadridge employs over 10,000 full-time associates globally with a significant presence in North America, Europe, and Asia. Please visit our website at www.broadridge.com to learn more.

Job Description

Job Responsibilities:


•Daily issue and backlog management; issue assignment, prioritization and load balancing across service reps
•Tracking contractual SLA’s and ensuring consistent achievement
•Setting, measuring and reporting on KPIs for service delivery such as First Call Resolution Rate, Average Resolution Time.
•Ensure team communicates with clients in a consistent and effective manner including timely acknowledgement of issues, qualifying impact on client business and providing updates and setting expectations in accordance with issue severity level
•Understanding and technical knowledge of the various Broadridge Investment Management Solutions (“BIMS”) functions
•Serve as the point of escalation for both clients and internally regarding concerns with support
•Provide strategic input into product development to build and improve product offerings
•Develop a strong knowledge of BIMS applications (or Third Party platforms such as OMS/PMS, reference Data products, Market Data Products and reporting solutions)

Management and Leadership

•Lead  by example,  establish and communicate clear expectations; set direction and priorities
•Build and delivery strategies to delivery continual improvements, efficiencies and employee engagement
•Implement efficiencies in cost and issue resolution time through automation and use of Broadridge’s service delivery teams in Hyderabad, India
•Establish relationship with  internal business partners and stakeholders in a matrix organization in an effort to collaborate on service, establish best practice in cross functional  and ensure quick resolution to internal issues
•Work collaboratively with the support leaders in multiple global regions to deliver a consistent client experience, load balance work and implement  best practices for 24X6 global support model
•Responsible for hiring/retaining talent, career development/training and succession planning across service delivery
•Mentor, coach and train associates in ways to improve their client service skills and maximize staff engagement and career development
•Adhere to company standards and protocols; seek opportunities to increase efficiencies, implement best practices in order improve the client experience and satisfaction levels

Preferred Qualifications: (Provide the minimum education and experience levels that will result in successful job performance)

•10+ years related client service/service delivery experience
•5+ years in a management position providing technical and application support to the financial service industry
•Bachelor degree in business administration, finance or computer science

Skills/Competencies: (Indicate any special skills or capabilities that a successful incumbent should be able to demonstrate)

•Proven track record of building, leading and motivating  strong client service teams
•Working knowledge any following technologies: C#,VB, SQL, Shell scripts
•Ability to work in a dynamic, matrix organization with evolving needs
•Strong understanding of financial industry, trading, order management;
•Knowledge of hedge fund and institutional asset management
•Prior experience with OMS/PMS systems, Reference data, and Portfolio Accounting Systems

Requirements


Ability to travel to client sites and other Broadridge offices 15-20%

Broadridge is the leading provider of investor communications and technology-driven solutions, helping broker-dealers, banks, mutual funds, and corporate issuers manage risk and accelerate growth.

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