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About the Role

The Client Service Delivery Manager is a critical link between client relationship teams and operational teams, ensuring consistent and transparent delivery of share registration and share plan services in line with agreed standards. This client-facing role involves accountability for service performance across high-profile FTSE clients, translating data into insights, leading root cause analysis, and communicating progress through governance and reporting.

Responsibilities

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 SLAs and KPIs 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.

Requirements

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.
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services.
Successful applicants will be required to complete background screening prior to commencement of employment.

Skills

Share Plans knowledge
Share registration administration
Share plan administration
Client service delivery
Communication skills (verbal and written)
Relationship building
MI analysis for service performance management
Stakeholder management
Influencing skills
Regulatory knowledge (FCA, Companies Act, HMRC, GDPR)
Analytical skills
Problem-management skills
Root cause analysis
MI and workflow/tooling experience (Power BI, Pega Systems, Microsoft Office suite)
Understanding of transformation in corporate services

Location

London, UK

Work Type

Hybrid
Onsite (client meetings)

Experience Level

Client Service Delivery Manager

Benefits

26 days annual leave
Wellbeing day
Volunteer day
Bank holidays
Opportunity to buy up to 5 days extra annual leave
Health, wellbeing and lifestyle rewards
Employee Assistance Programme
Retail and socialising discounts
Travel and technology discounts
Cycle2work scheme
Gym and fitness subscriptions
Car Salary Sacrifice scheme
Appreciate programme (Employee recognition)
Company Pension Scheme
Medical insurance
Life Assurance
Paid Maternity Leave
Paid Paternity Leave
Paid Adoption Leave
Paid Shared Parental Leave

About the Company

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.
Through MUFG Retirement Solutions and MUFG Corporate Markets, they partner with global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms.
As a member of MUFG, a global financial group, they help manage regulatory complexity, improve data management and connect people with their assets through exceptional user experience.
The MUFG Corporate Markets division offers a comprehensive corporate market offering, including shareholder management and analytics, stakeholder engagement, share and unit registry, employee share plans, and digital and print communications.
They operate in twelve countries throughout Australasia, Asia, Africa, the Middle East, United Kingdom and Europe.
Their teams combine industry experience with a focus on client management, delivering premium service underpinned by market-leading digital technology.
MUFG Pension & Market Services is building a dynamic, client-focused, caring and inclusive culture based on an entrepreneurial spirit, effective risk management, empathy, trust, and core values.
They are an inclusive employer that encourages, supports, and values diverse talents and perspectives, promoting a flexible and blended work environment.
They believe diversity drives better client outcomes, continuous improvement, and growth.

Equal Opportunity

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.