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About the Role

The Director of Client Relations leads a client-facing team to deliver exceptional service, strengthen client relationships, and drive retention and growth. This role oversees issue resolution, team development, cross-functional collaboration, and strategic initiatives to ensure client needs are met and business objectives are achieved.

Responsibilities

• Solicit input from the client’s senior management on new business directives and product requirements.
• Maintain proficiency in the BR product line to propose solutions meeting client needs.
• Act as the team’s point of escalation for issue resolution.
• Encourage a team culture that identifies and implements ways to improve client experience and service.
• Evaluate and plan overall skills and bench strength of the team during the hiring process.
• Propose projects and ideas to VPs of Client Relations.
• Implement policies and projects to create efficiencies, cost savings, and improvements to the teamwork environment.
• Coordinate with team members and other departments on new implementations and enhancements.
• Ensure Broadridge delivers on all objectives and commitments to clients.
• Build and maintain senior relationships to migrate clients to appropriate factory compliant workflows, identify new opportunities, and retain and grow revenue.
• Work closely with account management to engage operational relationships and develop revenue opportunities.
• Provide detailed analysis of client data to measure and improve quality and timeliness of service.
• Work closely with account management to support the contract renewal process.
• Understand the Broadridge vision and lead strategic initiatives in support of that vision.
• Develop team members through proper delegation, empowerment, management, and mentoring.
• Act as a strategic point of escalation to address team’s client concerns, engaging other departments and resources as needed.
• Manage adherence to fiscal budget for Client Relations.
• Perform other duties/responsibilities as needed or assigned.

Requirements

• 6+ years’ experience in a client facing service-related role
• 2+ years’ experience in a team leadership role
• Capable of leading and developing teams responsible for the ongoing support of clients across a multi-site environment (virtual and remote)
• Demonstrate a high level of diplomacy when handling difficult client discussions and influencing client/associate behaviors.
• Strong project management skills, multi-tasking skills, follow-up, and attention to detail, working under tight deadlines.
• Strong process management skills – including mapping, documentation, and communication.
• Capable of leading teams responsible for the successful completion of cross-functional projects and strategic initiatives.
• Collaborative, able to apply strong problem-solving and change leadership tools and skillsets.
• Travel may be required (3-6x a year)
• Off hour engagement when required

Skills

• MS Office (Word, Excel, PowerPoint, OneNote)
• Proficient Financial Acumen knowledge
• Proficient written communication, presentation, and contract negotiation skills

Experience Level

• 6+ years’ experience in a client facing service-related role
• 2+ years’ experience in a team leadership role

Education Level

• Bachelor’s degree or equivalent experience preferred

Salary/Compensations

• $125,000- $135,000 USD

Benefits

• Comprehensive benefit offerings
• Bonus Eligible
• Paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act

About the Company

• At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more.
• We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work.
• We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective.
• As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications.
• These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws.
• Please note that honesty and transparency are critical to our hiring process.
• Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.
• We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best.

Equal Opportunity

• Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws.