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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.