Client Service Manager

Attractive salary with rich benefit and bonus package
30 Sep 2022
17 Oct 2022
Approved employers
Approved employer
Contract type
Full time
Experience level

The Client Service Manager (CSM) provides client service relationship management to ensure client satisfaction, engagement, retention and profitability for assigned relationships. The CSM is the head of a dedicated team of subject matter experts who are responsible for overseeing day to day client needs and providing exceptional client service to their respective clients. The individual focuses mainly on the Custody disciplines and the applicable product offering for assigned client relationships. The CSM is also responsible for developing an understanding of their clients’ goals & objectives, collaborating with internal departments to identify insights and opportunities to add value, and partnering with the CSMs in Zurich to develop and maintain relationship objectives and service plans.

Successful candidate will be responsible for managing a team, along with the Assistant Department Head and may deputies for them, in their absence.

Main Responsibilities:

1. Client Service and Relationship Management

  • Develop and maintain collaborative relationships withkey contacts across internal departments (i.e. Product Delivery, Systems, Relationship Management, Risk, etc)
  • Oversee team performance ensuring a high level of client service, overall credibility, and trust with clients
  • Stay abreast of client goals and strategies, and identify trends and opportunities to expand client relationship and fuel growth.
  • Develop understanding of clients’ needs, challenges, and operating model to proactively anticipate & match BBH products or services to solution those needs
  • Provide filtering and escalation for client requests; serve as an escalation point for client service issues and deliverables
  • Institute and monitor measures to report on BBH’s performance levels toward meeting client service standards
  • Ensure own and team understanding of all services client receives from BBH
  • Ensure that your team is trained on product enhancements and equipped to communicate and train clients

2. Operational Risk, Control & Oversight

  • Own the controls within the team ensuring they are fit for their intended purpose.
  • Act as the primary point of escalation for Systems, Operations, and Risk/Control for any client related issues and proactively manage the resolution process with frequent updates and satisfaction measures
  • Foster an environment of continuous process improvement, challenging the status quo with an eye on identifying opportunities to increase automation, streamline of workflows, and mitigate risk.

3. Leadership and People Management

  • Working with ADH, develop and maintain a plan to ensure team has appropriate resources to meet business objectives
  • Foster a positive and inclusive work environment, and a culture of transformative ideas and insight generation.
  • Oversee and ensure talent and hiring decisions are in line with business goals and objectives.
  • Manage team expenses & budgets - Provide ongoing feedback and coaching to staff to improve performance through regular check ins, 1:1, mid year and annual review process.
  • Pro-actively provide feedback and guidance on performance issues and the disciplinary process, when needed with employees
  • Promote a cohesive and collaborative team atmosphere, exhibiting strong leadership, effective communication, professionalism, diversity and development of individual career paths
  • Partner with team leader(s) to understand training and cross training needs on relevant job functions and required knowledge, identify solutions, and raise recommendations to management.; Ensure team attends required training

4. Strategic Planning

  • Partner with Client Service Managers (CSM) to establish and maintain relationship objectives & client plans, and identify opportunities to cross sell BBH products
  • Improve the profitability and revenue stream of primary accounts through innovation, efficiency driven automation, introduction of new products and timely collection of aged receivables.
  • Develop and apply knowledge of new products and solutions and ensure client awareness and adoption.
  • Provide input on and utilize technology, tools and systems to support global client coordination, consistency, and alignment
  • Establish service standards for assigned client groups ensuring standards are shared with and understood by team members
  • Lead and participate in inter-departmental committees and project teams


  • Microsoft applications
  • Prior experience developing and managing a high performing client facing team
  • Strong organizational, project planning, and execution skills
  • Experience owning and managing the client experience and a track record for exceptional service, retention, and growth
  • High level of learning agility and ability to navigate through new and complex information
  • Strong aptitude for numbers, accuracy and organization
  • Demonstrated ability to foster collaborative relationships and networks with internal and external parties
  • Strong presentation, written and verbal communication skills
  • Creative problem solving skills including the ability to identify, recommend and implement solutions
  • Language skills commensurate with office location and client relationships supported
  • Relevant Accountancy qualification desirable
  • Ability to work in a highly regulated environment requiring compliance and oversight of policies and procedures
  • Industry knowledge and experience in one or more of the following: Fund accounting, Financial Reporting, Custody, or ETF

For further information, and to apply, please visit our website via the “Apply” button below.

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