Client Services Manager at FNZ Group

Purpose of the role

Manage and oversee the support and experiences between the client and the organization. Lead people and change within the organization that consistently provides exceptional service to clients:

• Engage with the teams and partners on queries and logs
• Manage resolution within SLA and scope of work
• Perform daily, weekly and monthly trends analysis
• Identify opportunities to continuously enhance the solutions
• Provide robust and continuous communication to clients and internal stakeholders
• Consistent track record of professional client experience in a dynamic industry

Requirements of the role

• 4 to 6 years’ experience in a service-orientated environment
• Experience in the financial services industry is advantageous
• Advanced knowledge of MS Office Suite
• Strong communication (verbal, written) and presentation skills
• Strong problem solving and analytical skills to deliver solutions benefiting client and organization
• Take responsibility for achieving objectives with a strong focus on the client experience
• Displays an understanding of client satisfaction best practices
• Displays a team approach through collaboration and support
• Prioritizes resource capacity and time to meet client expectations
• Builds and maintains productive relationships within the organization and with clients
• Curious and innovative in driving continuous improvement – meet aggressive strategic objectives
• Be quality orientated with a 100% accuracy rate within a very robust turnaround time
• Agility and adaptability in a high-pressured environment with tact and diplomacy
• Manage time effectively i.e. engaging internal and partner teams to ensure daily work completion
• Engaging with development teams on new products and solutions being implemented and ensuring a smooth delivery of this in the team and with clients
• Establish relationships and credibility with key client decision makers
• Act as an escalation point
• Provide leadership guidance to reporting team'
• Ability to manage budgets, forecasts and problem solve