Client Delivery Manager

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Job title:

Client Delivery Manager

Office location:
Euston, London

Role Type:
Permanent, Hybrid (1 day per week in the office)

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.

To live, breathe and embody customer service! The Client Delivery Managers team will bring a clear Client focus to the Operations division. As a Client Delivery Manager you will be responsible for delivering exceptional customer service building strong relationships across the Clients, Client Service and Operations teams, delivering against our client needs, resolving client issues and ensuring our business and output is geared towards our customers at all times.

Sound like you? We want to hear from you!

• Project management of tasks around client transitions & re-pitches within Operations. Effective collaboration with the global and ROC organisations to better meet Client needs.
• Scope all Client requirements linked to new/changed deliverables, providing recommendations on approach, working directly with the Client.
• Successfully project manage and ensure delivery against all client and client service requirements which span across Operations.
• Produce regular targeted communication for both Clients and Client Service teams, improving the visibility and understanding of the current business highlights and challenges e.g. Service Enhancements.
• Supporting any relevant improvement or transformation work streams based on current commercial needs. For example, leading on the development and implementation of processes utilised to deliver large data files to our Clients including flatfiles and provision of disaggregated data. Including the subsequent documentation required and training of relevant team members and sharing knowledge to ensure correct and on time delivery to Clients.
• Work closely with Clients / Client Service partners and Operations including global teams to ensure we achieve timely resolution of all client and client service queries and/or issues in relation to our deliverables through MWP, this should include the ability to translate the Product offer, the technical process and the Operational production through to delivery.
• Proactive identification of potential service issues, and resolution of these, to mitigate any impact to clients or client service - own the communication of any business impacts.

• Servicing our Clients, Client service and operations teams
• As the conduit between the divisions, work with all parties (across both Clients, Client Service and Operations) to establish best practise and ways of working
• Coordinate and lead regular service review meetings to establish client priorities and future requirements, discuss previous performance and review any issues

• Communicate effectively with the wider business, ensuring that Client Operations processes are understood and implemented.
• Deliver a knowledge sharing mechanism and process to enhance the understanding and familiarity of the wider business across Operations and Client Service teams
• Share efficient ways of working with other team members and help to drive and embed…