The Manager – Client Service Management TFS Will Be Expected To
Profitability
Growth
Skills and experience required
- Assume leadership responsibility of the TFS CSM function, whose mandate is to deliver consistently high levels of client satisfaction, client relationship management and client engagement;
- Lead the TFS CSM teams to develop an understanding of our clients’ operational and business strategies, their products and internal challenges, and to be able to convey these understandings into our TFS CSM and Product Teams. At the same time lead the TFS CSM teams to develop an understanding of Maitland’s products & services and internal challenges, and convey these in an appropriate manner to the clients, allowing the clients to better harness the power of the Maitland platform;
- Co-ordinate the implementation of the TFS CSM strategy;
- Ensure that there is an optimum TFS CSM platform in place;
- Develop and implement an effective TFS CSM governance framework;
- Develop and implement an effective TFS CSM toolset;
- Actively supporting all Head of CSM RSA and the TFS CSM teams to develop consistent TFS CSM approaches, policies, processes etc.
- Take active steps to ensure talent is retained and tenure increased in the TFS CSM teams by delivering quantifiably low voluntary staff turnover rates;
- Demonstrate active performance management for all reports with top talent identified, evidence of the management of poor (and good) performance;
- Manage and build out key performance indicators (‘KPIs’), targets and measures of success, manage performance against these and deliver towards them.
- Ensure an enduring, professional and valuable structure and platform is put in place in the TFS CSM function.
- Establish and develop relationships with senior stakeholders at identified clients with a view on deeper bi-lateral strategic and operational comprehension between parties, client retention and rolling out pragmatic, considered solutions to issues that may cause client frustrations, operational risk or cost, or decrease Maitland’s Client Services capacity;
- Be the escalation point for the TFS CSMs.
- Work with the various CSMs, the TFS Product Head and his directs, ICT, and project office to deliver consistent and reliable support to clients in response to their change requests, delivered via a robust Change Management Process that is owned by the Product Heads.
Profitability
- Upskill and groom the TFS CSMs in order to maximize return on investment , create additional capability, capacity and financial gearing to enable the TFS P&L levels;
- Provide suggestions to increase CSM effectiveness and/or efficiencies.
Growth
- Support Maitland’s dynamic organic and inorganic growth through alignment with the Business Development teams to ensure optimal TFS CSM capacity for profitable, competitive new business that can be efficiently implemented to deliver high service quality in a well-controlled manner.
- Be an ambassador for and represent Maitland at industry events and selected industry bodies.
- Work with the Head of CSM RSA, other Product CSMs, and other key stakeholders towards a “One Firm” mentality and approach especially where clients buy 2 or more of Maitland’s products.
Skills and experience required
- Extensive and proven experience of Client Service Management within the broader Fund Administration and Financial Services industry, preferably 10+ years within both domestic and globally recognised firms;
- Proven project management capability with a practical hands-on approach and the ability to ‘get things done’;
- Strong business acumen with excellent numeracy skills and a logical and analytical approach.
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