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About the Role
The Client Delivery Manager will bring a clear client focus to the Operations division, delivering exceptional customer service, building strong relationships, and resolving client issues to ensure business output is geared towards customers.
Responsibilities
- Project manage tasks related to client transitions and re-pitches within Operations.
- Scope client requirements for new/changed deliverables and provide recommendations.
- Ensure delivery against all client and client service requirements across Operations.
- Produce regular communication for Clients and Client Service teams regarding business highlights and challenges.
- Support improvement and transformation workstreams based on commercial needs.
- Lead the development and implementation of processes for delivering large data files to clients.
- Work closely with Clients, Client Service partners, and Operations to ensure timely resolution of queries and issues.
- Proactively identify and resolve potential service issues to mitigate client impact.
- Service clients, Client Service, and Operations teams.
- Act as a conduit between divisions to establish best practices and ways of working.
- Coordinate and lead regular service review meetings to establish client priorities and discuss performance.
- Communicate effectively to ensure Client Operations processes are understood and implemented.
- Deliver a knowledge-sharing mechanism to enhance understanding across Operations and Client Service teams.
- Share efficient ways of working and drive efficiencies through lean methodology.
- Provide critical metrics to support business needs and growth.
- Develop expertise in Operations and Client Service processes to make effective recommendations.
- Engage with line manager for feedback and development.
- Build internal relationships and offer support to team members.
- Actively participate in training programs and apply learned skills.
Requirements
- Ability to translate product offer, technical process, and operational production through to delivery.
- Experience in project management of new/changed requests delivered to clients right first time.
- Experience in establishing knowledge sharing mechanisms/processes between Operations and Clients/CS teams.
Skills
- Customer service
- Client relationship building
- Project management
- Communication
- Lean methodology
- Knowledge sharing
Location
- Euston, London
Work Type
- Permanent
- Hybrid
Experience Level
- Client Delivery Manager
Benefits
- 25 days annual leave (excl. bank holidays)
- Birthday off
- Flexible benefits across health, wealth and lifestyle
- Extensive training
- Excellent scope for career development
- Collaborative and supportive work environment
About the Company
- The Client Delivery department is made up of the Client Delivery Managers team, ROC Relationship team and the Client Support team.
- The whole department are the eyes and ears within Operations supporting all areas of the business building relationships and providing technical support.