Client Service Manager Resume Samples

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F Schuppe

Francisco

Schuppe

551 Dare Lane

Boston

+1 (555) 891 8357

551 Dare Lane

Boston

Phone

p +1 (555) 891 8357

Experience Experience

Boston, MA

Client Service Manager

Boston, MA

Koss, Moore and Jones

Boston, MA

Client Service Manager

Provide coaching to staff members to assist with development and drive improved performance
Understand how team works with other closely related areas to improve team efficiency and coordinate work activities with other managers
Work with client and CROSSMARK legal to develop program pricing Statement of Work and effectively manage budgets and financial decisions
SOW template library development and maintenance for services products, hereby work with Management, Performance Engineers, Legal, Finance and Ops on updates
Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions
Develop and administer corrective action and performance improvement plans
Work in collaboration with associate to establish Individual Development Plans

Dallas, TX

Cib-client Service Manager

Dallas, TX

Graham, Reynolds and Lindgren

Dallas, TX

Cib-client Service Manager

Maintain a strong focus on staff development through training and other means in order to ensure that the team members career goals are prioritized and aligned with business opportunities
The CSM is responsible for monitoring, reporting and advocating continuous improvement of the service delivery relationship between J.P. Morgan and the client. The CSM uses various tools to monitor and measure client and product performance, including but not limited to the inquiry management system, SLA's, issue logs, calling programs, internal and client service reviews
Monitoring and resolution of risk indicators to ensure that both J.P. Morgan and the client are aware of any issues that may have an adverse financial or reputational impact
Development and management of Service Level Agreements (SLA's) across all Investor Services products used by the client
The CSM is the first point of escalation for clients and internal operations teams. The CSM takes ownership of the issue and will assess, coordinate and manage the issues with the assistance of the relevant internal teams ensuring that service delivery standards are consistent with the terms of the service level agreement
Provide supervision, management, and coaching to ensure "best in class" levels of service
Identify training opportunities and provide career coaching to ensure employee development and progression

present

Phoenix, AZ

Senior Client Service Manager

Phoenix, AZ

Gutkowski and Sons

present

Phoenix, AZ

Senior Client Service Manager

present

Provide expertise toward the development of new products and business development opportunities
Work with internal departments and management if necessary to ensure client priorities are understood, and resources are executing on commitments
Assists in developing business and staffing plans and is ultimately responsible for the success of all departmental projects
Establish cultural and behavioral excellence and develop high engagement across the team
HSBC Global Payments and Cash Management formally established as a global functional business in 1997, serves as a core service to CIB and CMB customers
Review and manage key performance metrics to proactively identify issues and trends
Establish excellent working relationships with the client representatives who also operate at a group level within their business

Education Education

Bachelor’s Degree in Business

Virginia Commonwealth University

Bachelor’s Degree in Business

Skills Skills

Ability to prioritize with strong attention to detail and strong organization skills
Strong understanding in one of the following areas: workers compensation, liability and disability claims management
Demonstrated ability to apply technical industry knowledge to day-to-day issues and have the ability to adapt to technology
Excellent team player, strong communicator and ability to work under pressure
Demonstrable competence to manage and monitor talent and performance, with excellent knowledge of risk and compliance as well as regulatory issues
Proven ability to have in-depth discussions with clients in the functional/practice area(s) served by RGP exhibiting strong knowledge to the client
Strong attention to detail and a demonstrated ability to follow-through on complex multi-step tasks
Be attentive to detail, have excellent follow through and good time management skills to see a task or project through to completion
Strong organizational, analytical skills and strong attention to detail
Excellent interpersonal skills with a proven ability to develop strong working relationships

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Client Service Manager Resume Examples & Samples

Providing, role modeling and coaching others by
Delivering industry-leading service
Engaging clients and referring when a need exists to deepen and enhance relationships. It is expected that the individual in this role contributes to referrals and coaches their teammates on doing the same
Responsible for candidate selection, performance management and reviews, and salary administration of tellers
Provide leadership and guidance to develop teller skills for career growth opportunities
Transaction review and approval following appropriate guidelines
Ensuring teller line adheres to risk management and Operational Excellence Standards
Allocating, planning, developing and executing proper staffing schedules to ensure an industry-leading client experience
Very limited cash handling and processing of individual transactions
Oversight of teller duties, such as
Vault, ATM, Teller Cash Dispenser/Recycler, Commercial Depository/Night Drop
Assisting with transactions processed by tellers
Supporting, providing peer feedback and coaching to ensure
Overall branch adherence to risk management and Operational Excellence Standards
Acting as interim branch manager in their absence with responsibilities to assist with items including but not limited to
Owning/addressing escalated client situations
Providing leadership and direction to team on activities and progress towards achieving branch goals
Identifying and contacting available resources for additional support
Familiarity with teller and branch operations
Three years SunTrust or other Retail Banking platform experience

Asset Management Latin Private Bank Client Service Manager Resume Examples & Samples

Manage day to day operation of Client Service Specialist team to deliver superior service to our clients
Assure adherence to corporate and regulatory control standards. Monitor reports, flag issues, and follow-up to timely resolution
Drive and improve efficiency and effectiveness of client service function. Promote effective coverage, including right-sizing headcount, planning back-ups, and balancing staff experience levels
Talent development, including recruitment, onboarding and training
Performance management, including objective-setting, performance reviews (mid and year-end), and career-development coaching
Represent CSS function to partners across the organization including Risk, Compliance, Operations, Technology and business management
Manage CSS team projects/priorities (such as client experience, capacity planning, cross-selling bank's products, administrative campaigns -e.g. missing documentation, client communications, etc); lead team meetings
Minimum of 7 years experience in the Financial Services and/or Banking industry
Proven leadership and people management capabilities
Strong problem solving & project management skills
Series 24, 7 & 63 licenses
Fluency inSpanish and English is critical

Client Service Manager Resume Examples & Samples

Leading regular market meetings to update staff on operations development, product enhancements, system improvements or problems
Monitoring client reports and investigate changes in revenue, product usage, outstanding loan issues
Assuring compliance with all Chase Middle Market auditing Policies and Procedures
Providing input into financial budget for Client Service Team and support plan achievement
Participating in national project teams representing Middle Market Client Service
Providing a collaborative, communicative and productive environment for all Client Service Professionals
Working with Line of Businesses partners and Market Staff to enhance and escalate the resolution of client issues through appropriate channels
Collaborating with market management and HR to ensure personnel policies are adhered to, participating in personnel decisions involving employees, including: performance appraisals, promotions, salary actions recommendations and terminations
Performing other special duties or assignments as requested or required
Undergraduate degree preferred
Typically a minimum ofeight years or the equivalent customer service, operations, sales or management experience preferably in the Commercial Banking or in Treasury Services
Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures
Thorough knowledge of financial exposure and operational risk associated with bank products and services

Client Service Manager Resume Examples & Samples

Build an integrated client engagement plan that is impactful for sophisticated and demanding institutional clients that expect high touch and differentiated service
Lead team to high performance by assuming disciplined execution on the plan with a focus on driving client satisfaction higher while uncovering new business opportunities and add-ons to exiting mandates
Proactively communicate with key via email and phone on issues of interest to them in order to build and strengthen the relationship
Participate in current and prospective client meetings, documenting discussion and leading follow-up on action items
Expeditiously fulfill the client’s request across a range of deliverables including portfolio analysis, compliance reporting and liquidity availability, manager data, counterparty reporting, audit information and valuation information
Lead and manage the client service team to deliver high client satisfaction
7+ years of experience in a client service role with direct contact is required
At least 3 years working with a provider of alternative investments, preferably hedge funds
Knowledge of & interest in alternative investing strategies
Excellent advocacy, negotiation and persuasive skills
Ability to have substantive conversation about alternative investments with internal and external investment professionals
Excellent analytical, training and motivational skills
Ability to maintain composure under high pressure situations with competing demands
A strong desire to collaborate with other functional experts and subject matter experts to deliver strong outputs and outcomes for clients
Ability to work a flexible schedule to effectively coordinate across multiple time zones
Ability to perform multiple tasks in a fast-paced, team environment, under pressure
CAIA, CIMA, or Series 7 are helpful
BA or BS; strong academic record

Cib-client Service Manager Resume Examples & Samples

Full accountability for the service delivery relationship with assigned clients
Building relationships with senior clients to understand client requirements and expectations and balancing this with risk management to ensure the best outcome for the client and firm
Conduct regular service review
Deputise for the Head of Client Service in various capacities
A minimum of 10 years experience in Custody Business, and/or portfolio servicing environment
Demonstrated technical, professional, and organizational expertise and a desire to continuously grow and maintain this knowledge for the development of self and others
As this role will have regular client facing involvement and engagement with senior staff in all areas of Markets & Investor Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients at senior levels
University degree, Masters or MBA preferred

Client Service Manager Resume Examples & Samples

Set up and manage direct reports to high performance standards with a core focus on client delivery and collateral management
Own and manage the adherence of the front office to agreed businesses processes, with a focus on ongoing process improvement
Manage the entire work flow process for the front office with all key stakeholders according to agreed SLA’s and take appropriate action where required
Manage CSC engagement with Relationship Management and Operations teams within RF with a key focus on client service delivery and collateral management
Manage the accuracy with which new clients and BAU clients are loaded and managed on the core operating system IMX
Ensure all client and stakeholder queries, requests or complaints are handled in a professional manner that maximises account profitability, client retention and collateral management
Attend to PRA duties (iMX validations, capture of limits, etc.) in PRA's absence
Manage team absences due to leave, studies, etc
Leadership skills and previous management experience in a similar environment
Knowledge and experience in Receivables Finance or similar Operations and Business environment, minimum of 6 years
Experience of internal stakeholder management
Experience in client account management and query resolution
Experience in effective administration, record keeping, accurate reporting and schedule management
Highly competent in Receivables Finance software: eg iMX, Risk Factor
Understanding of Receivables Finance governance
Ability to analyse and interpret information to ensure correctness and completeness
Ability to communicate verbally and orally in an internal stakeholder and external client-facing environment

Cib-client Service Manager Resume Examples & Samples

Participate in the development of goals and execution of departmental strategies
Provide supervision, management, and coaching to ensure "best in class" levels of service
Identify training opportunities and provide career coaching to ensure employee development and progression
Manage daily resources and coverage levels for Technical Solutions Group agent resources
Manage impacts to employee morale and satisfaction
Act as point person for client escalations to coordinate resolution and further escalate customer issues as needed
Ensure two-way communication flow to employees through dissemination of staff meeting minutes, training, upcoming product changes, event happenings, and departmental policies
Foster partnership and teamwork within other Global Client Access teams, Sales and Service, and Product Management personnel
Identify service quality opportunities and manage participation in service quality initiatives and projects
Develop a robust knowledge of Client Access products, policies and procedures, in order to act as a subject matter expert in supporting agent inquiries
Minimum of five years of customer service management experience
Minimum of 2 years call center management experience
Demonstrate excellent interpersonal and coaching skills
Work holidays and after-hours as required
Strong knowledge of MS office applications including Word, Excel and Powerpoint
Proven ability to manage staff adherence to functional policies and procedures
Technical proficiency in Windows LAN/PC environments and systems, and in web and browser-based applications and technologies
Knowledge of cash management business
Knowledge of call center technology
Knowledge of Treasury Services products

Client Service Manager / Futures Operations Resume Examples & Samples

Be well versed in client execution and clearing, for both futures and derivatives products on global markets
The role will demand that the candidate is a strong communicator and leader, as the function demands frequent interaction with business partners as well as clients
Be able to work in a fast paced environment and be an effective multi-tasker
The successful candidate will be required to take and pass their Series 3 Exam within 3 months of hire date
Be able to act without immediate supervision and have the ability to take ownership of tasks/processes
Be able to evaluate the risk elements of such a client facing role and ensure tasks are carried out in a controlled fashion
Experience with GMI, as well as other systems associated with cleared Futures and Derivatives and should be proficient in Microsoft Excel, Word and PowerPoint
In-depth knowledge of the margin process for futures and options
Knowledge of industry rules and regulations, as well as common street wide business practices is a plus
Experience working in a global environment with outsourced partners would also be considered as a benefit

Cib-treasury Services Client Service Manager Resume Examples & Samples

Sustaining a 90% (or better) client satisfaction rating from the clients in the assigned portfolio
Proactive servicing through targeted client outreach and programs
Client performance analysis reporting and presentations identifying customer problems, trends, root causes with the objective of developing/executing solutions and action plans to address
Support of core revenue stream by addressing any outstanding bill payments and cross selling core products as opportunities arise
Monitoring industry research/trends for assigned business groups to identify strategic direction thus facilitating better service approaches and opportunities
Act as a customer advocate and liaison to improve the overall quality of service provided to customers by all product and operational areas; ensuring CSMs contact customers on production and service interruptions; developing thorough knowledge of customer business, operating environment and industry; developing client specific service strategy plans in conjunction with sales; planning and executing annual client calling schedule within budget; consulting with customers on client service plans and other customer reports to improve efficiencies; quarterly phone calls to senior customer contacts regarding client satisfaction, and specific product performance concerns
Industry knowledge
Regulatory requirements
Excellent communication & analytical skills
Working knowledge of MS Office
Cash Management Product knowledge
Demonstrated people, project and risk management skills
Minimum of 5 years management experience preferred
Negotiating skills Teamwork building and organizational skills

Assistant Client Service Manager Resume Examples & Samples

A minimum of five years or the equivalent customer service, operations, sales or management experience preferably in the financial service industry
Strong interpersonal skills with proven supervisory abilities
Extensive knowledge of deposit, treasury , payment services, regulations, and related procedures
Knowledge of financial exposure and operational risk associated with bank products and services
Knowledge of operating areas of the bank (Check Processing, Wire Transfer, Branch Operations, etc)
Ability to prioritize, handle multiple tasks and work under pressure in a team environment

Client Service Manager Citifinancial Servicing Resume Examples & Samples

Strong customer focus and management of client expectations - ability to establish and maintain a high level of user trust and confidence
Ability to simplify complex IT information and design clear, value focused messages to a variety of audiences under tight timeframes
Extensive experience in managing communications around technology projects on both a strategic and tactical basis
Demonstrated experience in managing and implementing technology projects
Experience performing cost/benefit/risk analysis to understand, prioritize, and decision potential efforts
Significant interpersonal skills at all levels of management and ability to motivate employees/teams to apply skills and techniques to solve dynamic problems
Strong collaboration and influencing skills with experience interfacing with senior leadership
Ability to think short- and long-term
Aptitude to work in a team or independently with minimal direction in a fast-paced, changing environment -excellent prioritization skills a must
Broad understanding of current industry trends and IT best practices
Comfortable working with a wide breadth of technologies with experiences dealing with a multi-platform environment (Distributed Systems, Mainframe systems, Web Based Applications etc.)
15+ years experience in technology with 10+ years experience in a leadership position
Preferred experience managing technology in a consumer financial organization

ICB, UK DC, Client Service Manager Resume Examples & Samples

A primary requirement of the role is the pro-active management of the administrative relationship between Aon Hewitt and BlackRock for a growing number of Investment Only and Bundled clients
The role will also involve the management and strengthening of client, consultant, operational and administration relationships
The CSM will be responsible for introducing/maintaining the mechanism(s) that measure relationship quality
The CSM will lead administration meetings with clients where necessary and present key business reports as well as attending pitches for future Aon Hewitt clients if required
The position will be based in Peterborough and report to the Dedicated Aon Hewitt Relationship Manager
Maintain a line of sight across the Service Centre from a client perspective
Own client service relationships and servicing throughout scheme life and take a strategic approach to relationship management
Take a structured and proactive approach to relationship management via telephone, email and face-to-face
Reactive issue/complaint resolution including high quality, expedient resolution and root cause analysis
Team leadership, development, quality control and performance management
Build and maintain effective working relationships across the business ensuring a joined up approach is taken at all times
Ensure that service provided to Aon Hewitt clients by the Service Centre is in line with agreed service levels
Preferably APMI, FPC qualified or IMC
Passion for service excellence and a sharp focus on continuous improvement
Able to represent BlackRock to DC clients in all appropriate forums
Able to proactively position relevant products with clients and present alone to a deep level whenever appropriate
Excellent prioritisation skills and time management
Team player with a track record of strong performance management
Excellent communication skills including presenting, coaching and feedback
The ability to stand in the shoes of the client and drive strategy based on this premise
Competent with a wide range of windows based applications (Word, Excel, Outlook, PowerPoint etc.) and comfortable with new technology
Proven relevant experience in a client/customer service relationship management role
Strong DC pensions, product and market knowledge
Track record of achievement
Strong track record in customer service and service resolution
Able to identify and maximize business opportunities

Senior Client Service Manager Resume Examples & Samples

HSBC Global Payments and Cash Management formally established as a global functional business in 1997, serves as a core service to CIB and CMB customers
Client demand is increasingly focused on a complete bought solution, in which a post-sales client service, is being seen an integral and important component of the solution. Hence, a consistent delivery of a top quality and market leading customer service proposition, across the region and globally, is essential for the success in retaining client loyalty and forestalling client defection. In order to advance the service proposition, a regional change driver role must also be taken up to ensure all Client Service teams in the region all aligned for the same standard of service delivery
While in the process of delivering to meet customers’ expectations, the person is required to ensure that the team operates within the parameters established by external regulators in the region, and is also subject to internal Group parameters. Therefore, a broad knowledge of the business environment and the banking and regulatory framework in Asia, as well as a strong working knowledge of HSBC's operations, systems, products and services in the region is required

Senior Client Service Manager Resume Examples & Samples

The competitive environment is intense but where we differ and/or offer competitive advantages are
HSBC aims to become a clear banking market leader for international business
The jobholder is expected to meet clients and forge strong relations. To look for new opportunities, expand on the existing portfolio, increase wallet share and generally ensure the performance of the client. The role holder has to also ensure client satisfaction including identifying and dealing with actual or potential business or relationship risks
Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
Strong analytical and selling skills
Minimum 10 years of relevant experience
Broad knowledge of HSBC Group companies and product ranges
Association of Corporate Treasurers International Certificate in Cash Management
Comprehensive knowledge of the HSBC Group's inter/intra clearing systems

Cib-client Service Manager Resume Examples & Samples

BA (or equivalent), preferably in accounting, MBA or CPA desired
10+ years of financial services experience with client servicing and/or client relationship management
3-5 years experience in Security Services business line, specifically in Global Custody (Trade Settlement/Asset Servicing) and Fund Services (Fund Accounting, TA, Compliance, Performance, etc)
People and virtual team management preferred

Client Service Manager Resume Examples & Samples

Minimum 5 years customer service experience in financial services
Hedge Fund specific experience
Management experience (min. 5 years)

Client Service Manager Resume Examples & Samples

Advanced experience with computer software applications including Word, Excel,and outlook
Superior client service skills (both verbal and written) and strong active listening skills
Functional Canadian payroll and/or HR expertise required

Client Service Manager Resume Examples & Samples

Must demonstrate excellent Client Service Management skills including communication, listening and telephone skills
Languages preferred
Pro-active, with good attention to detail, and the ability to demonstrate flexibility in the face of change
Problem solving and analysis
Enthusiastic with strong presentation and interpersonal skills
Proven experience of financial markets, services, instruments, techniques, investments
Ability to suggest/implement process improvement and modifications

Cib-client Service Manager Resume Examples & Samples

Identifying customer education needs, and subsequent follow through to ensure delivery of appropriate training events and/or workshops
Experienced in multiple disciplines/functions
Undergraduate degree or equivalent experience required

Client Service Manager Resume Examples & Samples

Bachelor’s Degree, preferably in business or finance, or equivalent experience
At least 5 years financial services experience
Series 7 & 63 (or ability to obtain within first year)
Retail brokerage experience
Strong understanding of brokerage trading, clearing and operations
Strong user knowledge of Microsoft Office (Word, Excel, and PowerPoint)
Demonstrated ability to execute projects and implement change
Exceptional customer service and problem resolution skills
Ability to balance client and organizational needs
RBC employs more than 79,000 employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 44 other countries

Defined Benefit Client Service Manager Resume Examples & Samples

Service crediting rules for vesting and benefit service including hours method, elapsed time method, and break in service rules
Social security offset plans
Reduction factors
Employee contributions
Benefit calculation log
Offset for prior distributions
Optional forms of payment

Client Service Manager Resume Examples & Samples

5 Years experience either in technical or account management
General technical knowledge is a plus for this role
Bachelors degree is a plus but not required
Oversee all high severity issues being handled by the Operations team. This includes making sure operations policies are followed, escalated to additional management as needed, tracking time lines and writing executive and customer communications in a clear and concise manner
Track outstanding issues relating to critical issues or bugs and work with the responsible teams until the issues and/or bugs are resolved
Provide weekly status reports of critical issues and all outstanding work items
24 x 7 on call is required
Must be willing to work on an on call basis on weekends, nights and holidays
Work with the Global Support team to provide customer communication

Traded Investments Senior Client Service Manager Resume Examples & Samples

Developing Client Service/Investment Consultants to ensure that a high-quality, general advice service proposition is delivered to all Citi clients
Delivering and sustaining high levels of customer satisfaction and NPS, for the client service and general advice proposition
Collaborating with Citibank Investment Strategist and Traded Investments Product Specialist to translate Citi’s research insights in to actionable investment opportunities for clients
Ensuring investment opportunities are communicated to clients through cohesive, consistent and easy-to-understand messages
Delivering revenue targets across Foreign Currency, Dual Currency Accounts, Fixed Income and Equities
Identifying new customer acquisition opportunities and existing client growth opportunities, within portfolios
Provide phone support to Relationship Managers (where applicable), to provide product & market expertise to assist in closing sales
Build solid working relationship with both internal and external stakeholders to achieve expected results (e.g. Branch Managers, Relationship Managers, Operations and Marketing etc)
Support the Client Service/Investment Consultant team by servicing clients directly (as and when required)
LI-W
5+ years experience in Retail Equities
5+ years experience in either Foreign Exchange or Fixed Income
7+ years experience in client/relationship management roles
3+ years in a people leadership/management role
Knowledge of charting and technical analysis techniques desirable
Good understanding of industry legislative and compliance regime
Strong preference for Asian language skills (Mandarin and/or Bahasa Indonesian)
Knowledge of Foreign Exchange, Fixed Income & Equity markets
Drive and ability to lead/influence others to meet business objectives
Ability to breakdown and communicate technical/complex concepts to a broader audience

Client Service Manager Resume Examples & Samples

Direct selling experience in Public area
He/she must have the demonstrated capacity for working with business partners and customers in the areas of situation assessment (culture, personalities, organizational interfaces, budgeting/chargeback practices), business development, SLA/OLA building, and consultative selling
Demonstrated ability to drive for results to meet and or exceed booking, revenue, and profit targets for Services business
5+ years experience global engagement and communications
10+ years of combined industry and technology experience
10+ years of increasing responsibility
10+ years experience with Consultative Selling
10+ years of experience leading and crafting comprehensive multi-million dollar service solutions/programs
Business development and positioning with the customer of Services based solutions built around Cisco's technologies for our most strategic customers
Contribute to directing and mentoring the project team on the technical integrity, customer satisfaction and success, documenting projects and/or multiple design engagements by collaborating with and mentoring the project stakeholders
This position lead proposal preparation, lead business case development, develop detailed services methodologies, customer presentations, contribute to service delivery efforts, mentor others and assist with development of technical design collateral
Ensure Cisco provides comprehensive, effective and, as required, customized support services to key strategic accounts
Responsible for understanding Cisco’s service and support models, resources, programs and partnerships to help drive sustainable service solutions with Cisco technologies
Communication and Collaboration Participate in cross-functional, cross-organizational partnerships working with Sales, Business Units, WW Technology Practices, Advanced Service and Technology Service Delivery, and Services Marketing to define go to market plans for new Services growth markets. Teaming with peer other theater and organizations to drive increased market share. This individual will collaborate in building and maintaining a repository and in-depth understanding of competitive conditions, industry partners, market opportunities, and customer requirements. The Client Service Manager Service Sales will have the communication skills necessary to represent Cisco by communicating global business capabilities and strategies internally and externally. Communication responsibilities will include building and presenting CxO level and Board of Director appropriate presentations. Exemplary communications skills and significant experience with presenting at these levels is required (oral, written, listening and hearing)
LI-APJ-SG1

Cib-client Service Manager Resume Examples & Samples

Seek opportunities and respond to initiatives to improve service levels and improved efficiency for the business and the client
Provide input to design of new client solutions
Coordinates and expedites the execution of legal agreements across Legal, Credit, Sales and the client. (Markets)

Client Service Manager Resume Examples & Samples

Act as a key service partner with correspondent/s to ensure comprehensive understanding of their overall business strategy in order to assess, prioritize and drive our service delivery in order to meet their objectives
Manage relationships and communication with key points of contact both internally and externally
Serves as a key point of escalation for client and operational issues and resolution
Client liaison with operations and other internal departments
Works closely with CAS Business Development, and other facets of RBC as required in coordinating solutions to correspondent inquiries
Attends on site visits and conference calls with firms to ensure a greater understanding of their respective businesses and the responsibilities of their employees
Proactively share information with clients and deliver quality client service
Keep clients apprised of new and existing products, services and technology that impact their business
Log all calls, emails, and archive other correspondence to ensure updated client information and for performance measurement purposes
Remain current on industry rules, regulations and practices
Consults with and supports the correspondent/s to develop initiative priorities, building consensus within the correspondent/s business on priorities and implementation approaches
Proactively looks for ways to improve the relationship with correspondent/s wherever possible
Effectively promotes an understanding of each other’s business practices and common techniques in order to manage expectations for correspondents
Establishes and manages a communication framework for correspondent/s and ensure that it is used effectively
Primary contact for correspondent/s management
Ensures that CAS senior management are informed about issues before they escalate, and can intervene as appropriate
Deliver annual financial review presentation to correspondent/s
Other job related tasks and duties as assigned
Minimal travel, as needed, to meet with correspondent/s in order to establish and build rapport

Client Service Manager Resume Examples & Samples

BA / Equivalent
Customer-facing solution handling experience
Troubleshooting in a geographically, matricised environment
Cloud Solutions experience beneficial

Cib Is Client Service Manager Associate Beijing Resume Examples & Samples

The CSM is the daily contact and first point of escalation for clients and internal operations teams. The CSM takes ownership of the issue and will assess, coordinate and manage the issues with the assistance of the relevant internal teams ensuring that service delivery standards are consistent with the terms of the service level agreement
The CSM is responsible for the monitoring, reporting and advocating continuous improvement of the service delivery relationship between J.P. Morgan and the client. The CSM uses various tools to monitor and measure client and product performance, including but not limited to the inquiry management system, SLA's, issue logs, calling programs, internal and client service reviews
The CSM must foster a close relationship with their clients in order to understand their requirements and expectations and to take accountability for the resolution of issues by pro-active management through all Product areas of J.P. Morgan. The CSM must also foster relationships with J.P. Morgan Operations teams and other groups (such as Product, Technology, Treasury Services) involved in service delivery to the client
The CSM must exhibit an ability to work with, and manage through, other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service. The CSM has a high degree of autonomy in the management of their client base, however must be able to exercise reasonable judgment regarding the escalation of issues to their manager, the Relationship Manager ("RM"), and to appropriate Operations managers
As part of a team the CSM will be the backup for other members of the team to for vacation coverage and other absences. The CSM will also support other members of the team through on the job training
Full accountability for the service delivery relationship with their assigned clients, including but not limited to
Development and management of Service Level Agreements (SLA's) across all Investor Services products used by the client
Drive resolution of service issues leveraging internal teams as appropriate
Periodic review of the SLA and partner with the RM and Operations teams to manage proposed scope changes to the SLA
Being the point of escalation for service issues and opportunities
Monitoring and resolution of risk indicators to ensure that both J.P. Morgan and the client are aware of any issues that may have an adverse financial or reputational impact
Driving client account planning in partnership with the RM
Fluency in written and spoken English and Chinese Mandarin
Ability to represent the firm to client senior management
Strong influencing and negotiation skills, ability to navigate in large organization
Proactive team player with leadership attributes
Able to work under pressure, prioritize appropriately, meet deadlines and juggle simultaneous demands
Minimum 4 years proven experience servicing China institutional investors and investment managers investing in global financial markets
Experience in Custody and Fund Services a plus

Client Service Manager Resume Examples & Samples

This is a client facing position. Your job will be to respond to customer requests and queries in a timely and courteous fashion. Both product training and second tier support will be available
Analyze and solve issues around customers’ advertising campaigns and other technical issues
Communicate with other members of the product support and product management teams to provide a timely resolution to customer issues as well as future product features, enhancements and functionality
Write and edit documentation and other instructions as requested and help to maintain the quality and integrity of support documentation
Maintain online databases tracking customer support and customer contacts
Weekend and evening emergency on-call rotation
Solid compulter application skills (web browser, email client, word processing, text editing and

Client Service Manager Resume Examples & Samples

Answer questions and provide readily available information to clients, if requested and as allowable, as it relates to servicing their accounts
Assist in completing and processing paperwork
Maintain files and records in accordance with the records retention policy
Perform other allowable duties as assigned by the financial advisors
Client Care
Answer phones
Complete meeting prep. - Write notes or letters to clients on personal letterhead of administrative nature only
Coordinate client appreciation events and seminars. - Answer unsolicited calls from prospects to schedule appointments or refer to advisor
Direct attention to detail and organization
Effective communication with clients and other advisors/staff
Effective and efficient time management
Polite and clear phone manner
Ability to adhere to rules and regulations as stated and required by advisor, Ameriprise Financial and FINRA
Ability to support and provide guidance for compliance within the advisor’s practice
Positive attitude and sincere willingness to constantly learn and grow
Strong technology skills
Solid understanding of MS Office, Excel and PowerPoint
Basic knowledge of financial services products
Prior financial services office experience is preferred, but not required
2 + years of similar experience
College degree or higher

Senior Client Service Manager Resume Examples & Samples

At least 7 years working in PCM and/or Commercial Banking
Ability to understand a customers business and the fundamentals of running a business
Broad based knowledge of HSBC Group companies
Bachelors degree in business, related field or equivalent work experience

Client Service Manager Resume Examples & Samples

Minimum of 5-7 years working in the banking industry and strong understanding of PCM
Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders
Proven coaching and performance management skills

Client Service Manager Resume Examples & Samples

Full-time, salaried employee of Moser, Kearns and Associates, an independent private wealth advisory franchise practice of Ameriprise Financial
Entry level position that requires analytical skills and provides room for growth
This is not a sales position
Highly analytical with excellent computer skills
Effective communication with clients and other team members
Effective and efficient prioritization and time management skills
Ability to adhere to rules and regulations as stated and required by advisor, Ameriprise and FINRA
Ability to support and provide guidance for compliance within the practice
Applicant must be proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
Though previous knowledge is not required, you must be able to learn how to use the following programs quickly: Contact Manager, Naviplan. Thomson ONE, etc

Client Service Manager Resume Examples & Samples

Perform proactive servicing for a designated portfolio of priority local and cross-border client relationships across product base (custody, cash management, foreign exchange, etc.)
Handle client enquiries and special requests by interacting extensively clients and operations departments (including our overseas processing agents)
Provide pre and after sales support for electronic banking services including conducting demos, implementation, user training and ongoing problem solving
Provide feedback on client needs and liaise with operations and product development to implement changes in support of client requirements
Bachelor's degree holder with minimum 3-4 years of experience on client servicing with good securities background
Ability to work independently and overtime
Fluent command in English and Japanese are mandatory

Client Service Manager Trust Resume Examples & Samples

Performance management responsibilities such as objective setting, periodic reviews, staff development, compensation, vacation scheduling, etc
Hiring, performance rating, input on compensation
Client relationship management plan and execution
Minimum BA/BS degree
Strong client relationship management skills, people development experience
CCTS certification preferred

Assistant Client Service Manager Resume Examples & Samples

Develop and maintain up to date knowledge on all aspects of the GBDS sites operations and procedures so as to prevent problems arising and to advise on any area which may concern the customer
Ensure that the company has all required specifications, artwork, and any other pertinent information from the Line of Business to complete jobs
Review all incoming work to ensure specifications are complete and estimate/quote given to client
Ensure that all aspects of the Quality Policy and Objectives are understood and enacted
Escalates when necessary. May act as a senior point of escalation for external and internal parties
May maintain issues logs and may prepare monthly reporting. May act as lead party for external calls and client visits
Reasoning and judgment skills
Ability to act beyond established guidelines

Client Service Manager Resume Examples & Samples

Product knowledge and/or experience from JP Morgan Chase line of business
GBDS Statement Processing production, Output Systems, and iVault knowledge and/or experience
3+ years of increasingly responsible positions in relationship management or customer service management
Strong sense of urgency, initiative, attention-to-detail and communication skills
Excellent decision-making, problem solving and quantitative analytical skills
Familiarity with Project Management methodologies

Client Service Manager Resume Examples & Samples

Meet or exceed monthly sales quota through identification and closing of incremental sales and revenue opportunities
Renew customer contracts to protect and grow existing revenue streams
Maintain regular account contact to ensure positioning and alignment of Comcast Business Services with assigned accounts
Initiate and deliver proposed solutions to meet the needs of the assigned customers as it relates to Advanced Voice, Metro Ethernet or other Business Class products, as appropriate
Maintain customer satisfaction and serve as the primary escalation point for any customer issues that arise
Manage the cultivation, execution and delivery of sales and services to local and Regional accounts in the Enterprise and mid-market segment
Collaborate with Sales, Finance, and Operations leadership to develop specific account management plans to meet assigned accounts needs and an overall strategy to optimize sales and retention opportunities
Position and sell Comcast Business Class services across multiple organizational levels including but not limited to C-level and Executive level personnel
Management of existing revenue, sales opportunities, quota, funnels and forecasts consistent with Region, Division, and Corporate sales, service, and operational goals and objectives

Client Service Manager Resume Examples & Samples

PCM provides transaction banking products, services and solutions to the clients of HSBC's Global Banking and Markets and Commercial Banking businesses
Market demand for cash management is rising rapidly. However, the desire to reduce the number of bank relationships and the recognition by banks of the attractiveness of cash management services as a provider of low risk, low capital recurrent income has resulted in heavy competition (principally Citi, JPM, BoAML, SCB and Deutsche)
At the top end of the market, large Multi National Companies require invited banks to submit detailed cash management proposals covering liquidity management, payments, receivables, delivery systems with a specific focus on the seamless implementation of these wide ranging solutions and the provision of consistent, high quality ongoing service

Client Service Manager Resume Examples & Samples

Take personal ownership for the delivery of a high level of client service. Respond in a professional, knowledgeable and timely fashion to all incoming service-related inquiries. Be alert for new sales opportunities and refer the opportunities to the CCP-FI or GTB-TF Sales Relationship Manager
Assume ownership for resolution of client service issues that are identified. Deal directly with the client and any internal stakeholders to resolve the service issue. Identify and recommend changes to procedures that will prevent further occurrences. Keep the CCP-FI or GTB-TF Sales Relationship Manager apprised of material events at all times
In conjunction with the CCP-FI or GTB-TF Sales Relationship Managers, provide expert advice and consultative services to internal and external clients to support their use of all Trade Finance products. Provide support to the Risk Consultant TFO as client interface to resolve issues when designated risk factors are triggered
Establish and maintain a regular client calling program for designated top clients to confirm on-going satisfaction with the services provided and the achievement of targeted levels of client satisfaction. Provide a brief report to the applicable Relationship Manager. Ensure that challenges and opportunities for improvement identified are followed through to resolution. As part of the client calling program, regularly review customer information on file in the Letter of Credit system TISA to ensure it is up to date
If applicable, assume responsibility for calling the companies who are listed as beneficiaries in the SWIFT MT 700 messages
Track all problems, issues and complaints received ensuring that they are addressed within established service standards and resolutions are recorded within the tracking system. Escalate client service issues that require the attention of senior management
In coordination with the CCP-FI or GTB-TF Sales Relationship Manager, provide Trade Finance product presentations in order to raise awareness of the products and create opportunities for increased referrals and new business
Where applicable, provide third party service providers with the information they require to complete outsourced transaction processing. Be fully conversant with the Service Level standards established with the third party service provider
Review production statistics on a regular basis to spot trends of increasing and declining trade finance product usage within our client base
As required, train clients on the use of Trade Finance electronic interface products
Act as a "back up" to other Client Service Managers as required

Client Service Manager Resume Examples & Samples

As necessary, prepare preliminary client meeting materials
Ability to develop and refine client service and practice management systems
Conduct service-requests on behalf of clients
Coordinate client appreciation and education events and seminars
Answer unsolicited calls from clients and prospects to schedule appointments or refer to advisor

Client Service Manager Resume Examples & Samples

Manage the financial planning practice meeting schedule
Manage application and document flow with home office to ensure efficient processing of paperwork
Coordinate and update advisor social media sites in accordance with corporate policies
Maintain electronic files and records in accordance with the records retention policy
Manage supply needs of the financial planning practice and office
Track and update various reports related to the financial planning practice
Greet clients upon arrival and extend hospitality to clients
Answer the phone and provide readily available information to clients as it relates to financial needs
Write letters to clients on personal letterhead to fulfill compliance or administrative requirements
Conduct transactions on behalf of clients or financial advisor including processing checks and wires
Assign and complete pre and post meeting activities

Cib-client Service Manager Resume Examples & Samples

Developing team goals and strategies as well as managing team performance against service level objectives
Take ongoing lead role in supporting the development and maintenance of Policies and Procedures and training in partnership with Employee Readiness and TS Training
Ensure that client satisfaction and confidence in JPMC/CA products and services are at or above departmental goals
Drive escalations to resolution
Prepare and submit data for senior management reporting and performance evaluation
Bachelors degree
Ability to exercise sound judgment and make effective decisions
Ability to handle and work with highly sensitive records/information in an appropriate manner by giving appropriate attention to legal risks and operational concerns
Effective analytical approach when solving complex problems/issues
Ability to cope with a continuous accelerated changing environment
Ability to translate complex information into a simple detailed narrative
Ability to translate technical jargon into easier to understand language for clients

Client Service Manager Resume Examples & Samples

Strong proficiency in Microsoft Excel, Word, and Outlook
High degree of attention to detail and accuracy
Excellent phone manners and interpersonal communication skills
Positive attitude and sincere willingness to learn and grow

Client Service Manager Resume Examples & Samples

As necessary, prepare preliminary financial planning recommendations as well as initial product solutions for advisor review and use in client meetings
Coordinate client appreciation events and seminars
Answer unsolicited calls from prospects to schedule appointments or refer to advisor

Client Service Manager Resume Examples & Samples

Bachelor's degree or relevant work experience
Minimum of 4 years experience working in retirement service, financial service or similar industry
Ability to build and maintain relationships
Experience with executive level presentations
Proven excellent customer service, negotiation and probing skills
Strong commitment to timing and quality standards
Ability to identify and facilitate issue resolution
Proven ability to take initiative
Proven prioritization and organizational skills
Ability to react to change in a positive and productive manner
Previous client service experience a plus
Knowledge and understanding of Pension Industry (primarily Defined Contribution; Defined Benefit and Non-Qualified knowledge) a plus
Up to 20% Travel required
FINRA Series 6 and 63, and State Life Insurance required within 120 days of employment

Client Service Manager Resume Examples & Samples

4+ years of relevant experience
Track record in, or understanding of, Client Servicing or Client Management, including updates and review meetings
Strong knowledge of the Asset Management industry
Solid time management and problem solving skills

Client Service Manager Resume Examples & Samples

Trains and coaches Wealth Management Client Services Officers (WM CSOs) in the client services and sales management process. Leads the WM CSOs in developing realistic strategies and goal setting that aligns with the PCS Office and overall Wealth Management objectives
Works with the Wealth Management Regional Manager and Market Leader teams to ensure WM CSOs are properly executing on the WMG model and achieve sales, service, growth, and profit goals for the individual PCS offices within an assigned territory
Coordinates and/or conducts sales, customer service, security, and technical training as needed. Facilitates WM CSO meetings for the assigned territory on an ongoing basis
Ensure WM CSO coverage within an assigned territory
Provide exceptional service delivery to internal and external WMG banking clients to resolve account service issues and respond to client inquires promptly and effectively
Possesses a strong working knowledge of WMG/PCS products and services, reporting, policies and procedures
Reviews, recommends, and implements modifications to current operating procedures to increase overall efficiencies in the PCS offices
Performs or reviews audits of PCS office operations and makes recommendations to improve noted deficiencies
Interacts with PCS offices, internal departments, and customers to resolve customer service problems. Manages the PCS customer complaint process of an assigned territory
7+ years of bank operations experience
Track record of providing exceptional service to internal and external clients
Experience in dealing with high net worth and/or affluent clients
Experience in sales environment
Superior written and verbal communication, interpersonal, and customer-service skills
Experience working with technology/systems required to support banking transactions and provide customer service
High familiarity with banking laws and regulations

Client Service Manager Resume Examples & Samples

Overall responsible of APAC Video Sales Operations Strategy and Execution
Responsible for Ad Operations, Campaign Delivery, Pricing, Monetisation, and Yield management
Responsible for overall video product development and execution
Develop and manage cross-functional ad operations relationships
Manage overall campaign launch execution and optimisation of live campaigns
Optimise volumes, fill rates and fluctuations for APAC markets
Provide actionable insights on ad performance to clients and the organisation
Monitor operational metrics, informing the organisation about progress and trends
Collaborate with HQ in adapting product verticals to APAC markets
Work closely with Sales teams to continuously evolve ad products
Work closely with reporting and finance teams to ensure accurate and timely reporting
Work collaboratively with commercial and sales teams to ensure sales and clients are effectively supported
Work with Account Managers to optimize and drive overall client services, both advertising side and publisher side
Manage & execute programmatic market place strategies across APAC
5+ years online experience
Experience in online video operations a must
Strong technology and platform experience
Strong media planning and client facing background
Passionate about relationship building both internally and externally
Working knowledge of third-party tags, ad serving and content management tools
Minimum of Bachelor’s degree from an accredited institution, preferably in a technical field or relevant job experience

Cib-client Service Manager Resume Examples & Samples

Verify and evaluate client information and client KYC records
Ensure client records are complete and accurate
Escalation point for WCOB team with key stakeholders and their clients
Matrix reporting line to main WCOB Hub in Hong Kong; responsibilities to include providing team updates, MIS, and ensuring team is inline with Global Operating Model
Monitor team’s capacity, KPI’s, and KRI’s to ensure a smooth and seamless on-boarding process for our clients and front-office
Experienced in KYC and/or Client On-boarding
Strong technical skills (Microsoft Office - Excel, PowerPoint, Word)
Fluent reading and writing in Mandarin
Ability to directly address conflicts and escalate issues where appropriate and communicate effectively with all levels of management
Strong sense of accountability and ownership over end to end client on-boarding process
Developed problem solving techniques and solutions oriented
A team player who is comfortable working within a team and individually to deliver results
Self starter, ability to multitask and work effectively under pressure and stress
Ability to successfully navigate a complex infrastructure that involves numerous groups and individuals and “think outside of the box” for achieving results
B.A. Degree or equivalent
Minimum 5-7 years’ experience in financial services operations or compliance, Investment Banking, custody or client service
Minimum 5-7 years' experience in financial services operations or compliance, Investment Banking, custody or client service

Client Service Manager Resume Examples & Samples

Work closely with the global Business Operations team to implement a consistent, scalable and controllable service model
Own and evolve the core operational service offering in partnership with operational groups across the firm and our key third party providers
Build and constantly develop your existing knowledge of the Business Operations’ functions and keep current on major activities being undertaken and challenges and successes that are being experienced
Be an operational thought leader for our clients

Client Service Manager Resume Examples & Samples

Drive and build strong relationships with a variety of existing high profile and priority clients
Act as subject matter expert on services and renewal requirements across Tax Ops markets and client base
Responsible for managing the account opening process, liaise with Tax Ops teams and Citi custodian network to align documentation process with market changes
Schedule and carry out analysis of clients and markets to determine docs due to expire
Formulate and deliver clear and secure notification of expiring docs to Citi custody clients
Liaise directly with Clients to assist and resolve renewal and tax service issues
Provide dedicated support to assigned clients
Liaise with local Tax Authorities to request client documentation under power of attorney
Support and lead on ad-hoc analysis projects and client reviews
Deliver management and client specific reporting on outstanding renewal requests, identifying risks and actions to resolve
Participate in meetings when called upon by departmental or section managers
Experience of rules driven analysis or projects
Experience of identifying key data from analysis and presenting to clients or management
Ability to work in organised fashion on own initiative on analytical, interpretive, and problem solving tasks
Ability to deliver results under direct client pressure while prioritising appropriately
Relevant 3rd level qualification
Extensive years of experience in managing client relationships
Extensive years of experience in a financial services environment
Direct client communication experience
Experience or knowledge of auditing or tax authorities is preferential
Knowledge of Double Taxation Treaties and entitlements
Operational custody account and client experience
Operational or office environment experience

Client Service Manager Resume Examples & Samples

Understanding of the Aladdin platform and its product offerings
Demonstrated ability to learn new concepts very quickly
Committed to providing the highest level of client service and building strong relationships with our clients and regional teams
Strong interest in anchoring and growing the Aladdin Client Services and Aladdin Business presence in the SF office
· Strong work ethic
· Excellent written and oral communication
· Interest in talent development, growing and mentoring junior talent
· Relentlessly positive, flexible and proactive with a “can do” attitude and an eagerness to quickly take on additional responsibilities

Client Service Manager Resume Examples & Samples

Bachelor's degree or related business experience
Minimum of 3 years direct client communication experience required
Minimum of 5 years experience working in retirement service, financial service or similar industry
Previous client consultant, account management, or relationship management experience preferred
Proven excellence in building and maintaining relationships
Previous experience with executive level presentations preferred
Proven excellent customer service, negotiation and progressive probing skills
Knowledge and understanding of Pension Industry, experience with tax exempt & governmental plans preferred
FINRA Series 6 and 63 required in 120 days of employment

Client Service Manager Resume Examples & Samples

Meet regularly with management team to address issues and build on opportunities
Work with management team to ensure MAM¿s entire operation supports its vision and strategic direction and is in line with its fundamental values and ethical principles
Obtain management approval of prospective relationships and proposed fees before committing utilizing firm resources and committing to any client relationship
Gather and document basic information regarding potential new clients
Gather in-depth facts/assumptions to assist new clients identify and articulate their financial goals and objectives, assess their comfort with risk in investing and develop an appropriate investment allocation
Facilitate documentation of key facts and assumptions in appropriate systems
Oversee development of appropriate investment recommendations and identify areas where additional planning expertise may be prudent to recommend
Identify client needs and customize an approach for the specifics of the relationship
Set and manage client expectations
Manage client families and relationships to ensure financial and investment objectives are met and plans executed properly
Maintain appropriate contact with clients through mailings, telephone calls, correspondence, and client meetings
Schedule and lead internal client relationship review meetings
Serve as a key client resource for a broad range of non-investment specific issues, such as shopping for loans, personal insurance, etc
Provide basic financial and investment education to less sophisticated clients (i.e. children and grandchildren). For example, categories of investments, saving for retirement, compound interest
Help clients understand more complex investment concepts such as accrued income, principal and income accounting, fixed income accounting (accruals and amortization), corporate reorganization activity, etc
Retain and expand existing relationships and development of new business
Consistently work to maintain and deepen personal client relationships to help clients feel at ease with all aspects of firm¿s services to position ourselves for additions and referrals
Cultivate and maintain relationships with multiple sources for developing and sustaining referral network and new business opportunities
Participate in industry networking forums and other professional associations
Participate in community activities to enhance the position of the company
Manage account opening and new relationship set up process
Serve as key liaison between Investments and Operations
Handle inquiries about statements and account details
Collaborate with clients to identify and propose solutions for a variety of financial issues and concerns
Ensure timely and accurate cash movement and other information to or on behalf of clients
Oversee final review of closed accounts
Make recommendations concerning matters on pricing, operations, and overall relationship enhancement opportunities
Review daily cash transaction reports to resolve problems and initiate client contact, if necessary, on any problem situations before the clients call
Develop relationships with other service providers of the client such as attorneys, advisors, consultants, and other financial services providers to accomplish the service goals and objectives of the client
Provide planning support by collaborating with client advisors (primarily estate planning attorneys and accountants) on various estate and tax planning projects as needed
Compliance and risk management oversight
With the assistance of the Chief Compliance Officer, maintain current regulatory and compliance knowledge to insure accounts are operated in a sound fiduciary manner and comply with applicable laws, regulations, company policies and procedures
Oversee the timely completion of post acceptance reviews and resolution of identified issues and concerns
Participate in the follow up on deficiencies revealed in internal and external examinations and audits to ensure they are resolved and recommend practices and procedures to minimize future exceptions
Perform other Quality Control and Special Project assignments as appropriate
Present the client service and administrative service offerings of the firm in prospect meetings and introductory meetings with COI¿s
Review and prepare account and tax synopses of new trust accounts
Gain an accurate and complete understanding of the operative document(s) language
Thoroughly understand Marquette Trust¿s responsibilities as corporate trustee
With assistance of assigned investment professional, review initial investments for new accounts as well as ongoing investments for existing accounts
Oversee the timely completion of initial and annual administrative reviews for Marquette Trust accounts
Serve as liaison with vendor for fiduciary income tax return preparation
Oversee estate administration and related accounting and tax requirements
Work closely with co-trustee(s) where applicable
Manage and document discretionary payment requests from beneficiaries ¿ understand requirements per the trust document, such as gathering budget and outside income information on beneficiaries
Strong leadership, motivational, and management skills
Ability to work on a variety of business, regulatory, and financial issues within pressure and time-sensitive periods
Effective time management skills, efficiency, and ability to multi-task and meet deadlines, follow up when necessary
Ability to interact effectively with employees, senior management, directors and other contacts
Fluency and ability to market the firm and its services
Broad understanding of financial planning concepts, individual and trust income tax, retirement planning, education planning, gift and estate tax planning
Strong oral, written and presentations skills; ability to effectively communicate verbally and in writing to employees, management, directors and outside parties
Positive, energetic attitude and entrepreneurial view
Ability to work independently; exercise sound judgment; act objectively, yet create a sense of partnership with affiliate personnel; work collaboratively
Supervisory and staff training and development experience a plus

Cib-client Service Manager Resume Examples & Samples

Excellent communication, oral, written, and interpersonal skills
Strong knowledge of Word and Excel
Knowledge of Treasury Service Business and products
Exemplary client focus and customer service skills
Proven ability to analyze data and identify trends and opportunities for improvement
Ability to effectively balance Quality and Productivity metrics and coach team to meet related SLAs
Able to lead small to mid size projects
Able to create a goal-driven environment
Able to develop a strong sense of teamwork
Able to motivate staff
Able to create an environment which fosters a high level of morale validated by strong employee poll results and a high level of employee engagement
Technical proficiency in Windows LAN/PC environments and systems, and in web- and browser-based applications and technologies

Senior Client Service Manager Resume Examples & Samples

Delivering of an improved client experience across all channels to achieve our ambition to become the 'go-to' bank
Supporting the delivery of a world-class service experience for Premier International and Offshore Banking clients, 365 days a year, through a multi channel organisation, including telephone, e-mail, letter and internet messaging
Liaising with both internal and external stakeholders, on a regular basis, understanding their requirements in order to meet their needs successfully
Driving industry-leading client experience through the management and development of your teams
Leading a group of specialist Team Leaders and taking responsibility for ensuring stakeholder relationships with Premier International, Offshore and Operations teams are managed on a day-to-day basis
Proven leadership skills with a record of pro-actively leading team members towards achieving set targets
Broad experience of delivering an excellent level of service to customers from differing cultures via remote delivery channels
A strong capability for managing risk, policy and procedure and the ability to communicate a vision
A full background of delivering an excellent level of service to customers from differing cultures
A degree level education or the equivalent knowledge gained through operational management experience

Client Service Manager Resume Examples & Samples

Bachelors degree strongly preferred
Strong technical knowledge of Health Benefit Plans
Ability to interact effectively with Senior HR and Finance executives
Superior project management skills, capable of working on multiple projects
Well Organized and client focused; able to anticipate client needs
Refined negotiating and objection handling skills

Client Service Manager Resume Examples & Samples

Being responsible for ensuring unique non-standard customer documentation is identified and providing guidance as to the appropriate authority for approval, keeping the customer constantly apprised of progress toward acceptance or decline
Identifying and referring existing and new business opportunities for the Centre through his/her ongoing customer contact and overseeing the referral objective setting process for subordinate staff
Maintaining control over revenue collection, ensuring the collection of all earned non-interest revenues
Expert knowledge of Banking, Electronic Banking/Cash Management Products and Services and associated documentation
Expert knowledge of branch regulation, policies, procedures, operations and functions to ensure department operates within audit requirements
Exceptional management skills in order to satisfy the needs of a large client group, often with competing priorities and demands
Thorough knowledge of related regulatory requirements including OHS, FATCA, AML, KYC, CDIC, and Privacy legislation
Effective ability to address and communicate issues and concerns
Excellent time management skills to satisfy the needs of a large client group, often with competing priorities and demands
Experience in other Banking areas (Corporate/Commercial Bank, Wealth, Global Transactional Banking) an asset

Client Service Manager Resume Examples & Samples

Process investment trades and transactions in a timely manor
Respond to client telephone and email requests with appropriate solutions
Maintain client data and information
Input data in to financial planning tools
Assist with preparation of reports and other materials for client meetings
Process and log client payments and deposits
Call clients to set up meetings or appointments
Assist with marketing events and marketing materials

Cib-client Service Manager Resume Examples & Samples

The CSM is responsible for monitoring, reporting and advocating continuous improvement of the service delivery relationship between J.P. Morgan and the client. The CSM uses various tools to monitor and measure client and product performance, including but not limited to the inquiry management system, SLA's, issue logs, calling programs, internal and client service reviews
The CSM is the first point of escalation for clients and internal operations teams. The CSM takes ownership of the issue and will assess, coordinate and manage the
Driving client service planning in partnership with the Sales team

Client Service Manager Resume Examples & Samples

Coordinate and maintain client retention efforts for all your clients that may be at risk in tandem with product management, service delivery and sales managers to ensure high client satisfaction and a reference-able client base
Support the broader Client Management team as required, manage the Virtual Team and the end to end client service framework for your allocated client(s)
Build relationship with client key decision makers and directors and other industry influencers
Sponsor all new business approval submissions for the assigned client base and be accountable for all deal management, pipeline reporting and business approval processes and procedures
Support agreed service and change management oversight programs as part of the relationship governance model agreed with assigned client(s)
Establish agreed governance framework and meeting schedules to deliver strong senior client engagement and maintain full compliance with internal controls e.g. co-ordinate completion of annual Business Risk Reviews
Sponsor service improvement opportunities and prioritise change management agenda across the business for assigned clients
Minimum of 5 years of client management, business development or senior operational leadership experience
Being a flexible, strong (proven) team-player is key to build up the future state client management function
Detailed relevant knowledge/experience gained from working with ETF funds
Ability to work across the organisation collaboratively
Client facing, with ability to interface and interact with both strong communication and presentation skills, and with a good commercial understanding
Fully proficient in understanding the regulations that drive the securities services arena and in particular that govern client management
Sound understanding of controls, risk management (product and market) and mitigation techniques
Management of Risk- Responsible for the continual assessment of operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology
Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business activities associated with the role
Audit points and issues for client management and business implementation to be progressed and closed in a timely and appropriate manner

Client Service Manager Resume Examples & Samples

Bachelor's degree in Finance or related fields
Quick learner and detail oriented
Good people management, communication and multi-tasking skills
Possess adequate knowledge in banking products/practice
Energetic and be able to work under pressure and independently
Proficient in Oral and Written English
Have a strong sense of responsibility and commitment to teamwork

Client Service Manager Resume Examples & Samples

Greet Clients
Answer Phones
Mail Handling
Check Scanning
Preparation of meeting materials
Order Supplies

Client Service Manager Resume Examples & Samples

Manage key data center DNA accounts to ensure the highest level of customer service and satisfaction
Communicate with and set Client expectations to build and improve the Client relationship everyday
Be responsible for Client satisfaction and communication, from transition to production support
Meet with Clients frequently to review and prioritize open cases and to learn about new developments and plans for their business to identify opportunities for additional revenue and/or services to support customer initiatives
Provide strong decision-making on issues
Prepare and deliver status reports with summary and detail lists of issues and numeric measurements of performance to customers and Fiserv management
Work with internal departments and management as necessary to ensure client priorities are understood, and resources are executing on commitments
Balance Client needs with business realities
Understand the banking and credit union industry
Stay current with new product developments and functionality
Collaborate with AE partners on overall client relationship
Financial Industry expertise
Proven ability to build strong relationships internally and with key partners to deliver outstanding customer service and support
Minimum 5+ years of product support or financial institution experience required
Manager or Project Management experience preferred

Cib-client Service Manager Resume Examples & Samples

Directs the activity and daily operations related to call center staffing and agent preparedness. Accountable for implementation of strategic initiatives relative to product strategy as well as call center staffing and agent support. Work in partnership with technical counterparts to ensure that appropriate call center tools and strategies are effectively implemented within the operation
Provide strategic leadership and direct management of daily operations for a team of 250+ staff across 10 locations domestically and internationally in a 24x6 processing environment
Responsible for planning and execution of long term and tactical objectives, inclusive of financial and resource allocation
Demonstrates inclusive leadership, effectively coaches for performance and career development and is a role model in the pursuit of excellence. Manages multiple functions and sites
Provide senior level engagement with clients and in industry forums
Directly responsible for the team performance quality and ensuring staff is appropriately trained and supported. Ensure that the team has the tools necessary to complete resolution of client interactions while meeting client satisfaction standards
Ensures that annual goals are delivered within budget and implements plans to support long-term business objectives
Works with other functional areas to ensure seamless delivery to customers. May coordinate cross functional or operational resources
Ensure risk and escalation procedures are adhered to at all times
Responsible for leading and managing multiple projects
Responsible for internal and external audits
Works directly with senior managers globally to identify technology, resource and/or process needs to improve the client experience and optimize operational environment
Minimum of 15 years of call center/customer service management experience
Minimum of 10 years of experience managing team leads/supervisors
Significant understanding of operations and track record in successfully supporting an enterprise of significant scale and complexity
Technical Support customer service experience preferred
Strong Operational Control and Risk Disciplines
Bachelor’s Degree in Business Management or relevant business management experience
Management international teams is important and managing 50 plus staff is optimal

Client Service Manager Resume Examples & Samples

Bachelor’s degree or equivalent experience with at least 5 years relevant experiences in Call Center, of which 3 years supervisory experience
Fluent in spoken English/Cantonese/Putonghua
Excellent interpersonal and communication skills. Previous experience in customer services sector is a plus
Strong in organizing training
Comprehensive knowledge of compliance & security procedures
Strong ownership and responsive
Innovative and work under stress

Cib-client Service Manager Resume Examples & Samples

Directly responsible for the team performance, ensuring staff is appropriately trained and supported. Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards
Ability to recognize and avert risks to the bank on payment and client data protection related matters and responsible for managing applicable operational risk. Ensures that annual goals are delivered within budget and implements plans to support long-term business objectives. Works with other functional areas to ensure seamless delivery to customers. May coordinate cross functional or operational resources
Identify direct report and overall staff development needs while providing timely feedback. Review the development and performance management plans for all team members and ensure team leaders are managing the development and performance management process appropriately
Develop and implement plans to ensure that both staffing and agent readiness are appropriate to meet client, quality, and performance standards
Decisions are both strategic and tactical in nature and made with little or no supervision
Approves recommendations on hiring and staffing decisions
Supports and leads strategic project groups
Take ownership of the client problems; clarifies client issues/objections; appropriately escalates issues for assistance
Must possess superior management abilities with an understanding of operations techniques
Proven track record in operations planning experience
Proficient operations management skills. Ability to meet multiple deadlines
Ability to work in a fast paced environment and an adaptability to change
Exhibits ability to work effectively in a team and multi site environment
Must be PC literate with proficiency in W/MS Windows

Client Service Manager Resume Examples & Samples

Builds and maintains excellent working relationships with clients
Responsible for service and delivery to one or multiple clients within Custody
Ensures and maintains client service levels to dedicated client(s) by ensuring the timely and accurate delivery of reports/information, attends operational meetings both internally and externally with key client(s)
Acts as the key client contact within area of expertise and acts as a point of escalation for the client
Responsible for identifying and addressing service issues as and when they arise
Assists client(s) and partners with complex problem resolution
Interacts with various operations areas to improve processes, oversee software installations, and research processing problems or resolve client enquiries
Recommends enhancements to business for client account set-up, products, or services based on inquiries received
An in depth custody and client service background
Having experience dealing with large, complex relationships
Good risk management and compliance knowledge and understanding
Ability to cultivate and maintain strong and pro-active working relationships with partners and client of all levels

Client Service Manager Resume Examples & Samples

Being the primary point of contact for all Altus related queries from clients, third party administrators
The ownership, management and resolution of all queries related to the Altus / TPA process
Close liaison with the Client Service Management and the Service Support team as part of the virtual team
Responsibility for oversight of all of the data being used to feed the Altus process
Focus on the speedy resolution of data issues to allow the daily process to run smoothly
Identifying service efficiency enhancements, process improvements and service delivery, using creative and proactive measures
Facilitating discussions and enabling decision-making
Identifying and managing the resolution of service delivery root causes
Participating in Service Reviews as required
Experience of working with clients and/or investment managers
Knowledge of custody operations and products
Excellence in execution

Senior Client Service Manager Resume Examples & Samples

Manage the transition process for implementing and/or premium client accounts to ensure the highest level of customer service and satisfaction
Empathize with Client needs and escalate them within Fiserv areas as appropriate
Understand the strategic directions of your Clients
Work with internal departments and management if necessary to ensure client priorities are understood, and resources are executing on commitments
Review release notes and technical documentation to maintain knowledge of product as it relates to specific functionality and related support
DNA and/or Fiserv product experience
Excellent interpersonal, communication skills, time management, decision making and organizational skills required
Expertise with Microsoft Word, Excel and PowerPoint
Light to moderate travel for client visits and internal meetings

Client Service Manager Resume Examples & Samples

Build and maintain excellent working relationship with one of the largest Global Fund Services (GFS) clients
Responsible for service and delivery to client within the Global Custody environment
Head up the Custody relationship, Act as the key contact within this area and acts as a point of escalation for the client
Attendance and leading Service Reviews
Interaction with various operational areas to improve processes, oversee software installations, and research processing problems or resolve client enquiries
An in depth knowledge of Custody, Funds Business and a client service background preferred
Demonstrate experience of dealing with a large, multi-market, multi-product & complex relationship

Client Service Manager Resume Examples & Samples

Communicate proactively to client regarding strategic/business items and issue/problem resolution
Prepare and track annual client relationship plans; ascertaining and documenting client's satisfaction level with UMB's service
Work closely with sales team early in the sales cycle to build rapport with prospects to facilitate a streamlined transition when they become clients; participate and oversee fee negotiations; and manage contract renewals
Lead client onboarding process, conduct team meetings with clients and oversee ongoing client projects ensuring agreed upon time frames are met with satisfactory results
Keep senior management apprised of client status so that UMB has a strong understanding of the client's situation at all times
Provide a channel for UMBFS team members to go to with issues and questions
In conjunction with the sales team, identify and pursue cross-sell and referral opportunities
Ability to establish and maintain strong client relationships with an emphasis on strategic planning and problem resolution
The ability to work effectively in a team environment
Proven ability to make effective client presentations
Strong project management and organizational skills
Other critical skills include listening, problem solving, and change management
Demonstrated ability to influence others, negotiate and to maintain a professional presence in difficult situations
Proficient in Excel and Word

Client Service Manager Resume Examples & Samples

Attending the daily escalation forum reviewing all risk factors surrounding in-flight events. Event Managers are expected to raise any risk on this call; un-reconciled files, late bookings, delays in static set up, stock out on collateral, stock on tri-party, delays in notifications etc
Attending weekly meetings with Client Representatives (Reps) and the business to understand their needs and provide status updates
Investigating the root cause of queries and delivering training (to business lines and also the Client Reps) via presentations and classroom training with the objective of reducing the number of future queries
Identifying process improvements, analysing the impact that the changes bring and providing training to the process line via various media types
Monitoring the performance of the line against the pre-agreed Service Level Documents that exist between each processing function
Adhering to Service Level Agreement’s when providing responses to Clients
Ensuring that Z-Yen survey, Client score cards results are as per the desired standards
Attending the weekly Control Forum chaired by the Risk team
Escalating any Risk in accordance with the Service Level document (within 24 hours)
Acting as the first point of contact for any Client issues – ensuring that the management team are supplied with all the relevant concise details. Ensuring all corrective measures fully mitigate any future risk and are delivered and communicated back to the Client on a timely basis
Ensuring all incident reports are submitted in accordance with the Service Level document (within 5 days)
Taking ownership of queries
Ensuring bookings are made by the bookings team in a timely manner
Ensuring Hot stocks are reviewed on a weekly basis and sent to the business line
Validating booking mismatches between the Transaction Management Group and the Bookings Team. Escalating booking reconciliation tool issues to the business and resolving them
Acting as a central point of contact for the corporate action areas, chasing desks for any booking issues
Knowing your event
Processing exceptions
Controlling and assisting with process and agent migrations

Client Service Manager Resume Examples & Samples

Provide
Escalate
Provides

Client Service Manager Resume Examples & Samples

Managing relationships with clients, and taking part in regular functional service review meetings to ensure adherence to the service level agreements and Key Performance Indicators
Calculating and verifying monthly KPI’s based on information received from the relevant IOO business unit
Maintaining and updating a comprehensive client log that tracks all escalated IOO client service issues and shares this regularly with the client, relevant IOO business units, client service delivery manager and senior management
Acting as the first point of escalation and key client service contact within IOO – following up, monitoring and resolving day-to-day client queries/issues that have been escalated by the clients or IOO business Unit
Providing technical expertise for new or complex products/services and oversees the implementation of new processes to support these products/services on an ongoing basis to ensure that client needs are met
The ability to identify and implement process improvements
Problem resolution skills

Client Service Manager Resume Examples & Samples

Actively manages the day-to-day servicing and processing activities to ensure that the staff is delivering a high level of service and complying with Citibank's policies, procedures and government regulations
Interface daily with Private Bankers/ Banker Associates ensuring client service requirements are being exceeded
Work closely with the General Market Manager/ Area Sales Head to ensure that business initiatives are appropriately supported by Service
Leadership skills: Takes ownership of a situation, readily takes charge and makes decisions, able to motivate people toward a common goal, implement change and get results
People Management Skills: able to constructively coach and motivate staff, develops and fosters good working relationships between service, bankers, product specialist and operations
Process Management Skills: Able to develop and implement processes to ensure efficient workflow
Service Excellence Orientation: Through example, motivate service staff to take the extra step, demonstrate initiative, and take ownership of any situation to bring a satisfactory resolution for the client and the team
Risk Assessment: Thorough understanding of Citi’s policies and procedures as well as applicable consumer regulations and capability of ensuring that team members have same understanding and adhere to policies, procedures and regulations
Influencing and Negotiating skills: Ability to gain support and persuade others within the organization to work in the best interest of clients and the organization
Licenses 7 & 63

Senior Client Service Manager Resume Examples & Samples

Strong leadership skills gained through leading or directing a team or project
Thorough knowledge of derivatives products, their structures and behaviors and trade life cycles
Thorough knowledge of the derivatives operations environment from either back or middle office, trade support, BA, etc
Confident presentation ability to deliver to both internal / external clients
Ability to proactively determine client needs or issues by asking insightful questions and
Excellent relationship management skills for developing both the external client relationship and internal clients / stakeholders
Ability to confidently discuss and articulate the different derivatives functions and operational processes with derivative operations management
Comfortable interacting and communicating with all levels of management, clients and external asset managers
Knowledge of current regional derivative related regulatory requirements
Previous exposure (direct or indirect) to a custodian bank, fund administrator, or outsourced operational model
Experience in leading or directing a team or process
Degree in Finance, Accounting, Economics or applied sciences is preferred
Minimum 5 years experience in client service and/or financial service operations in a fast-paced, client-focused, deadline-oriented environment

Senior Client Service Manager Resume Examples & Samples

Through capitalizing on the Group’s international network and on the regional expertise, GTRF [regions name] not only consistently holds an important status internally as a reliable and relevant income generator as well externally receiving formal market recognition
To look for new sales opportunities, increase wallet share and generally ensure the performance of the client
Ensure client satisfaction including identifying and dealing with actual or potential business or relationship risks

Client Service Manager Resume Examples & Samples

Build strategic relationships with key business partners and GTI counterparts
Provide advice, direction and support to key business partners, AD teams and internal service/infrastructure groups
Understand EUS Product set and availability by location
Drive information sharing sessions with EUS Service Owners on business needs, user experience issues or enhancements. Track and Report monthly
Partner with UX Strategy and Planning Lead to deliver EUS service & experience roadmaps with a customer centric view in mind to articulate what changes in the end user experience with each release, service launch or program execution
Partner with LOB technology teams, AD leadership and internal service/infrastructure groups to provide advice and direction to market more broadly within their LOBs
Minimum 5+ years in User Experience, Account Management or related business experience with a successful track record of results
Experience in UX Design Process and product life cycle to ensure excellent user experience and satisfaction
Strategic thinker who routinely communicates with internal/external functional leaders and customers to understand business needs and drive product adoption
Self-confident, possesses a strong work ethic, and is continually focused on improvement, innovation, and bottom-line results
Strong communication skills (verbal and written) with the ability to communicate complex issues to technical and non-technical audiences- strong executive presence
Proven ability to build strong, cohesive partnerships with the business, operations, technology and other key stakeholders and work effectively in a matrix organization
Dynamic personality driven by results, influencing change and customer satisfaction
Customer centric mindset and can do attitude is a must!
Strong service delivery experience and familiarity of how to analyze incidents, process rules and change to identify improvements
Excellent people skills in a matrix managed and diverse technology work force
Financial Services Industry experience preferred
Bachelor's degree or equivalent experience with an IT focus

Client Service Manager Resume Examples & Samples

Serving as a member of the Middle Market Client Service Leadership Team, supporting national strategic implementation plans
Providing a collaborative, communicative and productive environment for all Client Service Associates
Working with Line of Businesses partners and Market Staff to enhance the resolution of client issues through appropriate channels
BA degree or a minimum of 5- 8 years in customer service, operations, sales or management experience preferably in the Commercial Banking or in Treasury Services
Effective problem solving, oral and written communication skills

Cib-client Service Manager Resume Examples & Samples

BA (or equivalent), preferably in accounting
5+ years of financial services experience with client servicing and/or client relationship management
2-3 years experience in Security Services business line, specifically in Global Custody (Trade Settlement/Asset Servicing) and/or Fund Services (Fund Accounting, TA, Compliance, Performance, etc)
Bi-Lingual (Spanish) is a requirement

Defined Benefit Client Service Manager Resume Examples & Samples

Handle benefit plan administration and management of special projects associated with defined benefit plans for various clients
Consult with client on special projects such as nonstandard benefit calculations, benefit statements, changes to requirements, special programs or other administrative requests
Assist in creating project timelines and ensure that deadlines are met
Coaching colleagues regarding plan specific issues and technical competencies; this includes all colleagues working on clients, mentoring new colleagues, and more formal team training
Assist in ensuring that work is evenly distributed among the team
A minimum of 8 years of experience working with pension, defined benefit plans/administration
Demonstrated project management, client consulting, and team management skills
Review of legal documentation/understand and communicate effectively any new rules/regulations to clients
Consulting background highly preferred
Pension formula knowledge required

Client Service Manager Resume Examples & Samples

Exhibit customer service excellence
Demonstrable experience in related industry managing customer service teams
Excellent phone technique, communication
Knowledge of market place
Good problem solving skills and exercise initiative
Sales Experience and experience with Salesforce would be an advantage
Computer literacy - proficient at Microsoft Office/experience in supporting Web based products
Systems aptitude

Client Service Manager Resume Examples & Samples

Bachelor’s degree (Business, Economics, Finance) required
Master’s degree (MBA, Economics, Finance) or CFA strongly preferred
8+ years in client facing roles
Prior work experience in the asset management industry, preferably in fixed income
Middle/back office operations knowledge and/or experience in leading and overseeing an institutional quality relationship management function
Extensive and proven experience in managing service related to institutional client’s needs
Proven ability to create and manage institutional quality relationship management process
Specific knowledge and passion relating to the financial services industry (ideally fixed income), with a thorough understanding of investment products and institutional relationship management best practices
Demonstrated and effective management and leadership experience
Ability to frequently travel
Proactive problem solving, strong analytical skills, critical thinking abilities
Extremely strong written, oral and interpersonal communication skills
Excellent organizational skills; ability to initiate, plan, prioritize and conduct multiple projects successfully with “roll of sleeves” approach when necessary
Ability to build and maintain professional relationships with clients, internal team members
Ability to work under deadlines, at a rapid pace and outside of normal business hours
Must work independently
Demonstrated competence and judgment with confidential or private information
Advanced MS Office skills. Ideally experience in Salesforce

Client Service Manager Resume Examples & Samples

Leads a team of 7-10 Client Services Analysts to ensure all SLA's are met. Monitors and manages daily support metrics
Develops and coaches staff in ways that promote a superior overall client experience
Provides and directs strategy for ensuring that client escalations are properly managed and resolved in an accurate and efficient manner
Participates in planning sessions with the team to help determine approaches and timelines. Reviews all draft material before releasing for review by the clients
Ensures internal and external client satisfaction by reviewing and assessing client feedback
Coordinates efforts with clients and/or internal business partners to resolve client issues
Stays current with the latest learning and development innovations. Manages participation in service quality initiatives and programs
Resolves conflicts by making broad decisions, recommendations, or achieving resolution through negotiation
Leads staff with regular coaching, feedback and career guidance. Manages and supervises team and individual training: Technical, Soft Skills, Written and Oral
Ensure that the program is business relevant and targeted to the needs of the clients, markets, Global Commercial Card, etc
Demonstrate ongoing level of excellence in communication, team building, and quality delivery
Previous Manager experience is preferred
Commercial Card experience is preferred
Effective and creative problem solving techniques
Ability to work both independently as well as a member of high performance-output teams in a fast-paced, deadline driven environment
Strong analytical skills coupled with independent and reliable decision-making skills
Proficient in MS Office Suite products
Ability to simultaneously manage and effectively execute multiple efforts

Client Service Manager Resume Examples & Samples

50% Administrative / Business Management
Prepare correspondence for advisor signature
Copy and follow-up with home office on related issues
Schedule client appointments and prepare agendas and forms for appointments
Conduct client appointment reminder calls and check-in calls on follow up items
Manage the flow of wholesalers in the office
Perform other allowable duties as assigned by the financial advisor(s)
Greet clients upon arrival
Write notes or letters to clients as needed
Enter transactions on behalf of clients if licensed

Client Service Manager Resume Examples & Samples

You must have prior legal authorization to work in the location for which you are applying
Relocation assistance is not available with this opportunity
Take personal ownership for the delivery of a high level of client service. Respond in a professional, knowledgeable and timely fashion to all incoming service-related inquiries. Be alert for new sales opportunities and refer the opportunities to the GB-FI or GTB-TF Sales Relationship Manager
Assume ownership for resolution of client service issues that are identified. Deal directly with the client and any internal stakeholders to resolve the service issue. Identify and recommend changes to procedures that will prevent further occurrences. Keep the GB-FI or GTB-TF Sales Relationship Manager apprised of material events at all times
In conjunction with the GB-FI or GTB-TF Sales Relationship Managers, provide expert advice and consultative services to internal and external clients to support their use of all Trade Finance products. Provide support to the Risk Consultant TFO as client interface to resolve issues when designated risk factors are triggered
In coordination with the GB-FI or GTB-TF Sales Relationship Manager, provide Trade Finance product presentations in order to raise awareness of the products and create opportunities for increased referrals and new business

Client Service Manager Resume Examples & Samples

Answering client calls while providing friendly superior client service in addition to working to resolve issues or service requests they may have
Must be able to work in a fast paced, ever changing environment while maintaining a high level of professionalism and accuracy
Schedule and coordinate meetings, conference calls and other events
Prepare documents/forms and other material in preparation for meetings with clients or prospects
Print client review reports, and assemble analysis and quarterly review reports
Open new client accounts, obtain required information, verify accuracy, and enter data in to the system. Set up and maintain related confidential files and documentation
Perform miscellaneous admin duties, handling incoming and outgoing correspondence, incoming phone calls, greeting clients, prepare expense/mileage reports, filing, copying, scanning, faxing, maintain office compliance files
Assist in providing financial planning and investment services to clients
Manage and maintain multiple calendars using Microsoft Outlook
General Support of Chief Compliance Officer and Investment Operations Manager
Ability to handle sensitive and confidential material in a responsible manner
Bookkeeping for Wealth Management division
Minimum of 5 years of experience in the financial/insurance industry or professional sales support
Proven ability to multitask and ability to prioritize
Above average proficiency in Microsoft Office Products
High attention to detail and accuracy while meeting deadlines
CRM software, cloud based storage
Bachelors or Associates degree in a related field
QuickBooks / Accounting software

Client Service Manager Resume Examples & Samples

40% Business Management
Order supplies and other office related items
Manage equipment and facilities including equipment maintenance and cleaning service contracts
Provide direction to part-time staff
Review work methods and procedures for possible quality improvements and efficiencies; implement them when appropriate
60% Client Care
Review and respond to emails as necessary

Senior Client Service Manager Resume Examples & Samples

Working across the organization to document, monitor, measure and improve the services contracted to clients
Completion of scheduled service review meetings, providing warranty reports on end to end service provided to Client
Responsible for the creation and delivery of bespoke Client service reports
Providing business SME input
Supporting the Account Director, Business Development Executive team and sales efforts
On call support for Client during service incidents

Client Service Manager Resume Examples & Samples

Optimize the client experience at Fidelity and develop long term relationships and partnerships with clients
Respond directly to all client inquiries: telephone, fax, email and written correspondence
Drive high satisfaction, quality and efficiency for both the client and Fidelity
Proactive client contact with senior management
Help drive change based on data analysis
Involved in advanced Service/Operations challenges
Mentor associates
Work with clients to improve inefficient, ineffective or risky workflows
Work with Risk, Operations, Service and Business Partners on multi-client or multi-end client impact
Influence service model improvements
Advocate for change, including Policy & Procedures and Service Level Agreements
Perform regular on-site visits
Proactively manage client issues and resolve problems in a timely and accurate manner. Ability to influence those outside of FFOS
Train/educate clients in the areas of process, policy and procedures (including Fidelity and Industry rules and regulations)
Make sound, definitive business decisions which meet our clients needs within the confines of our policies and procedures - work with management and various other Fidelity departments to address as necessary
Actively participate in client meetings and formal client reviews
7-10 years Operations and Service experience in the financial services industry, with a sound understanding of the Broker/Dealer and RIA/Family Office marketplace
Series 7 required
Series 63 preferred, required to obtain within 60 days
Strong overall MS Office skills
Ability to work in a fast paced, deadline oriented environment under limited direction
Entrepreneurial spirit and the ability to work collaboratively across an organization to achieve results
Excellent team membership and leadership skills (recognized in current role)
Project management experience preferred. Business analysis, process improvement and consulting experience a plus
Brokerage, Family Office and RIA industry knowledge preferred

Client Service Manager Resume Examples & Samples

Build, train, manage, and lead a highly effective Client Service Team to ensure an exceptional client experience is consistently delivered to both internal and external clients (hiring, terminations, performance management, development, mid/year-end reviews, etc.)
Daily supervision of branch administrative and regulatory oversight workflows (timecard approval, incoming/outgoing correspondence review, account approval, KYC quality control, etc.)
Meet with Portfolio Managers on a regular basis to understand their business and pipeline to help ensure we maintain a cutting edge support model
Partner with the Regional Client Service Manager to help evolve the Client Service Model to support the growth and evolution of the business
Participate in the development and drive implementation of career development opportunities and plans for Client Service to improve employee staisfaction and quality of work
Identify, escalate and provide solutions to mitigate and manage enterprise risk, improve operating efficiencies, and harmonize workflows and expectations across the firm
Participate in the development and drive implementation of department policies and/or procedures to help improve service and overall efficiency
Assist with the onboarding of new Advisor Teams
Collaborate and liaise with various teams and bank departments to maximize synergies to allow for a consistent and positive client experience
Handle day-to-day questions, and manage the escalation of “sensitive and timely” issues (client complaints, fraud, KYC red flags, )
Track various workflows to ensure the firm is in compliance with internal and regulatory policy ( Investment Policy Statements, KYC, AML/BSA, etc.)
Perform duties and responsibilities as required or assigned by the Regional Client Service Manager
At least 3 years of related experience; BS/BA degree or equivalent experience preferred
Exceptional interpersonal skills to interface with clients, prospects, custodians and colleagues
Use of considerable tact and discretion when dealing with client or sensitive data
Ability to work independently under minimal supervision
Excellent organizational, communication (both verbal and written), and client relationship management skills (whether interaction is in person, over the telephone or via email)
Exceptional problem solving proficiency
Ability and desire to work in a fast paced sales oriented environment (maybe demanding or unstructured work environment)
Proven ability to handle pressure, multi-task and prioritize work at all times
Outstanding skills using personal computers in a Windows-based environment (including Microsoft Office Suite)
Excellent attention to detail and high degree of accuracy and consistency
Series 7 and 63 licenses preferred, Series 65 or 66 licenses may be required
Working knowledge of securities industry, broad understanding of capital markets, their practices on how products trade, settled and are invested
Knowledge of Bloomberg, APX or custody system a plus
Understand the Bank’s structure and identify opportunities to utilize Bank resources to meet client’s needs

Client Service Manager Resume Examples & Samples

Day to day oversight for a group of RPS assigned clients
Specifically manage/direct all non-qualified benefits per Retirement Plan Services contractual commitments and operational service level agreements are met and that work is performed on time with high quality
Tasks performed, but not limited to: installment calculations, distribution management, enrollment coordination, feedback validation and issue resolution. Assist relationship Client Service Manager with non-qualified related issues. These responsibilities include client event preparation and initial escalation for risks/issues. Develops and facilitates execution of the action plan necessary to ensure their clients are being served in an optimum operating environment
Research and resolve participant issues related to Non-Qualified plans assigned
This includes initiating client contact and corresponding with Plan Sponsors to obtain information needed to complete work
Prepare routine and ad hoc reports for clients in accordance with procedures and/or directives provided by the Client Service Manager. This requires the extraction of data from domain specific recordkeeping systems and subsequent incorporation of it into various Microsoft Office templates and/or posting to the Plan Sponsor Portal. It may also include submitting a request for data extraction to IT
Develop relationships with assigned clients and routinely follow up with them to ensure Retirement Plan Services is achieving high client satisfaction. Other duties may be assigned
Bachelor's degree in a related field or an equivalent combination of education and work experience required
1+ years 409A plan administration experience required
3+ years in the financial services industry with experience administering non-qualified plans in either a client service, relationship management and/or operations role preferred
3+ years experience with client management / client facing responsibilities preferred
Familiarity with employee benefit recordkeeping systems; OMNI and/or EXP/AG required
Familiarity with common project management and testing methodologies preferred
Ability to multi-task in a fast paced environment required
Strong written and communication skills required
Strong resilience when working in a deadline oriented environment required
Ability to plan and prioritize required
Must be able to work flexible hours as needed
Adept at Microsoft Office software programs

Client Service Manager Resume Examples & Samples

Have accountability for the resolution of operational enquiries received from our clients
Ensure that the client business is kept aware of any relevant interaction that CSM have with their clients
Facilitate the handling of client requests for bespoke services and ensure that any solutions effectively balance the needs of the client with those of the firm
Proven experience in the asset management industry with exposure to a variety of operational and client service functions, including examples of providing leadership within one or more functions
In-depth technical understanding across service functions together with a strong understanding of the end-to-end client and trade life-cycles
Strong presentation skills and ability to adapt to audience at all corporate levels

Client Service Manager Resume Examples & Samples

Serve as a trusted partner and advisor to the business, working collaboratively with the Relationship Managers to ensure a positive client experience
Coordinate internal discussions and negotiations regarding client service requirements, including operational and reporting items, prior to acceptance and documentation with each client/prospect
Lead the client onboarding process in collaboration with the transition team, including coordination of the IMA review, guidelines, fee set up, and other legal documentation
Partner with Client Reporting Services to establish reporting and servicing standards with the client in terms of required data, delivery and schedule. Pro-actively manage and monitor service delivery. Lead client meetings to discuss client service related topics and develop solutions to solve them
Contribute to the management of the business from a servicing point of view, by participating in projects, committees, and informal groups, and initiating consideration of issues. This helps to evolve our client service infrastructure to minimize risk and enhance service delivery
Evaluate the firm’s client service capabilities/gaps and related risks driven by client requirements
Mentor and work closely with Client Analysts (CAs) and other analysts, providing direction on client-related requirements and workflows
Strong skills in relationship building, collaboration, influencing and consensus building
Depth of expertise with complex investment related issues, capital markets, and the curiosity to continue to learn
Sound business judgement and the ability to synthesize complex issues while effectively balancing competing objectives and risks
Ability to think creatively and solve the clients’ business problems
Exceptional project management/organizational skills, including the ability to follow through, multi-task, be consistently responsive, and manage changing priorities while meeting often strict deadlines
Flexibility, including the ability and willingness to function as a player and a coach
Strong interpersonal and verbal/written communication skills, and the ability to push back with grace when needed
Fluency in spoken and written Mandarin and Cantonese language is required
A college degree is required and a CFA/MBA is preferred

Client Service Manager Resume Examples & Samples

3+ years of experience in a Customer-facing environment, such as Service Desk, account management or similar
Excellent problem solver; ability to troubleshoot in a geographically distributed organization
Experience in a KPI orientated role
Understanding of internet and internet related technologies

Client Service Manager Resume Examples & Samples

Serving as the primary Optum Rx contact for tactical, day to day management of assigned accounts
Planning and managing assigned accounts according to an agreed upon strategy with the goal of retaining >90% of client lives
Maintaining documentation of most current benefit designs, including exclusions, inclusions and co-pay structures and ensures that information is accessible to Customer Service Pharmacy Technicians. Documenting plan change requests from clients and obtain appropriate approval, updates the Benefit Design Summary on the web, and confirming the plan change is completed and accurate. Reviewing Benefit Design Summary documents at least annually with clients and receives appropriate client signatures of approval
Maintaining consistent and regular client communication. Conducting regular on-site or telephonic client meetings to proactively review client benefits, projects and issue management, and tracking
Establishing multiple corporate relationships, both within OptumRx and at client. Work with Strategic Account Executive, and other team members on client renewals and renegotiating contracts with clients to obtain extended agreements while losing as little profitability as possible
Understanding and executing the client contract according to the terms and conditions, including but not limited to the monitoring and reporting of performance guarantees
Staying abreast of industry trends and developments and demonstrates strong communication skills in presenting these to clients
Following all policies and procedures related to job responsibilities and participating in the development and maintenance of departmental policies and procedures, documentation, and tools for Account Management, as appropriate
Researching claims and member inquiries, and identifying trends
Assisting in the development of client specific implementation plans and managing overall client implementations, including but not limited to written signature of approval by the client of the Benefit Design Summary within 30 days of the client’s effective date with Optum Rx
Ensure open client requests and requirements are routed and being worked on by appropriate business area
Track and report on open client requests
Providing regular feedback to management team regarding client requirement status and business development opportunities
Assisting in client training and set up for remote system access and reporting
Follows-up with client within 24 hours after issue resolution (or as defined by client contract)
Escalate client concerns where appropriate in a clear and effective manner
Intermediate understanding of Medicare Part D and other regulatory guidelines
Complete service requests to translate customer needs and requirements for OptumRx's product support and development teams
Travel up-to 10%
Associate's Degree or technical degree from a pharmacy or business healthcare related field
2+ years of Healthcare, Managed Care, Clinical Customer Service, Retail Pharmacy, or Pharmaceutical Industry experience
Work experience with Medicare Part D, Medicaid, Health Exchanges and/or Commercial
PBM or Health plan experience
Certified Pharmacy Technician

Senior Client Service Manager Resume Examples & Samples

Manage client contracts and budgets
Bachelor’s degree or higher in relevant field
2+ years’ experience in managing client relationships or project management
Strong background in contract negotiations, budget management and customer service
Excellent group facilitation, teamwork and organizational skills
Excellent computer skills: Outlook, Microsoft Word, Excel and PowerPoint

100

Client Service Manager Resume Examples & Samples

Monitoring daily performance metrics to ensure departmental goals are met
Provide a positive work environment that promotes open communication and empowerment
Partnering with staff members to create development plans to improve upon existing skills and develop new skills
Provide coaching to staff members to assist with development and drive improved performance
Fostering partnerships with other Client Service teams, Sales and Service, and Product Management
Perform regular reviews of departmental processes and procedures to identify gaps, risks and ineffective controls, unnecessary tasks, and where improvements may be needed
Escalate and raise awareness of issues with actual or potential client impact
Manage escalated issues that arise both during standard working hours and off hours as needed. Engaging the necessary resources in Service, Technology, and Ops to address the problem
5+ years of Customer Service and Technical Support Experience
3+ years of staff management experience
Working knowledge of Cash Management and Treasury Services products
Proven ability to guide development of team members and drive performance
Strong oral and written communication skills, able to communicate at all levels within the organization
Able to multitask effectively, good time management and organizational skills
Able to effectively and quickly prioritize tasks, delegates effectively
Analytical with high attention to detail
Proficient with MS Office applications, including Excel and PowerPoint
Able to work extended hours as needed to support escalations, system incidents, or departmental projects/initiatives
Shift: 12pm to 9pm ET
Proficient level of knowledge of communications technology and protocols such as HTTPS, SFTP, FTPS, and AS2
Proficient level of knowledge of security technologies such as PGP, SSL, and SSH for both transport and payload security
Working experience with Automated Clearing House (ACH), Disbursements, Receivables, and/or wire (international/domestic)
Working experience with machine readable file types such as, ANSI X12, SAP IDOC, ISO XML, NACHA, BAI2, and/or SWIFT

101

Client Service Manager Resume Examples & Samples

Implementation, communication, and maintaining a strong client relationship with assigned mid-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests
Serve as the primary contact and liaison for the sales team and assigned mid-level clients to ensure smooth processing of client data uploads and installation into the core operations system
Provide support to assigned mid-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner
Identify and execute opportunities for up-sales with clients as applicable
Attend client events as necessary to ensure personalized touch point opportunities
Minimum of 5 year's customer facing, client service, sales, operations, benefit administration, project management, or account management experience required, preferably in a healthcare or call center based environment
Minimum 1 year experience with database system and file transfers preferred

102

Client Service Manager Resume Examples & Samples

To manage key client relationships through E2E client management
Complete Account Management Plan for clients within individual portfolio to provide a structure for all activities
Gain in-depth knowledge about clients in the following areas: business strategy, goals, priorities, and issues; needs and expectations; industry, market, operations and competition in all regions; business cycle; organisational life cycle
Conduct regular business reviews and leverage the Client Review as a consultative tool. Manage follow up with an action plan that is clear and succinct and maintain frequent contact with client along with frequent client visits
Assess and mitigate at risk accounts and create strategies to align with the GBT business
Implement GBT measurement tools and agree key metrics across all service delivery platforms
Ensure all SLA requirements are met and remedial action taken if required and establish a framework to manage client expectations
Meet compliance requirements by maintaining current signed contracts that includes SLA, pricing and product commitments

103

Client Service Manager Resume Examples & Samples

Manage program pre-planning with Business Development and client to define program scope assumptions to ensure optimum program implementation
Work with client and CROSSMARK legal to develop program pricing Statement of Work and effectively manage budgets and financial decisions
Responsible for day-to-day client servicing providing on-going program updates as required, ensuring all client requirements and deliverables are met on time and within budget
Must respond to client concerns swiftly and accurately, anticipating any potential client and/or project issues and offer quick resolution
Works with the outside fulfillment center and internal logistics team to ensure all projects stay within budget and timeline
Work with internal graphic design department for all POS creation and outside vendor for printing
Oversee program data quality checking, summarize results and insights, and present findings to client
Must be equipped with a solid understanding of the data and program details to include best practice recommendations for future engagements
Think critically and strategically about all program aspects from creating and proofing program paperwork, trouble shooting issues, analyzing program data, etc.; ensure follow up with internal teams and clients on opportunities for improvements
Be an active and engaged partner on the Client Service team and serve as a role model for junior staff, driving our vision and values
Contributes to team environment that facilitates mutual respect and partnership across functions
Oversee special tasks or committees and ensure follow through of action items
Other duties as assigned that support the overall company, department and program goals
Bachelor’s degree minimum preferred
3+ years minimum project management and/or customer service experience required
Strong analytical skills in the ability to obtain, manipulate, and interpret various reports and data to produce meaningful project results on a per project basis
Bachelor’s degree in advertising, marketing, business, or related field is preferred

104

Client Service Manager Resume Examples & Samples

To achieve service standards as set out for PB staff to develop and improve customer satisfaction and retention
To develop and maintain standard operating procedures for adherence by PB staff
Review client complaints and remediation action plans, management of customer feedback as well as proactively providing feedback to PB Team Leads / RMs to maintain a high standard of customer service and adhering to committed turnaround times
Improving Service Standards in the areas of the PB Customer Experience & Journey
Service Improvement Programme and Teamwork
Periodic review of PB Standard Operating Procedures and Service Level Agreements with Working Partners or 3rd parties
Work closely with PB BMS team and WMO to ensure customer’s request is being processed efficiently and effectively
Oversee, implement and maintain intra-departmental operational processes to improve service turnaround and ensure timely processing
Make recommendations for Service & Process Improvements and to carry out initiatives and team-related activities whilst ensuring minimal operational lapses and consistent adherence to operational guidelines
Assist offshore marketing teams with their clients’ accounts booked in Singapore
Ensure ARMs are aware of all requirements and equipped with knowledge to meet customer satisfaction and audit
Participate or to be involved in any adhoc projects (in country or regional) as assigned by Supervisor
Conduct monthly ARM and SARM meetings to share and review all service related issues
Responsible for regular coaching and training of PB ARMs in terms of achieving service standards and adherence to regulatory, compliance and internal security audit requirements as well as PB Standard Operating Procedures
To provide supervision over the ARM team and ensure :-
Staff are performing at optimum productivity and efficiency levels
Customer requests are dealt with in a timely and consistent manner in accordance to regulatory, compliance and internal security audit requirements

105

Client Service Manager Resume Examples & Samples

Builds and manage long term partnering relationships with customers, acting as the focal point of contact for customers’ facility manager and end-users. Determine and address customer expectations, needs and problems
Ensure to achieve gross margin and productivity levels on existing contracts with dedicated customer portfolio
Monitor customer satisfaction, take the lead in solving complex operational or execution issues, be involved in contract negotiations, and provide any other required support
Ensure all sales opportunities are supported by the appropriate installation and/or operation teams
Provide management and customers with regular status updates and summary reviews
Accountable for capacity planning, effective utilization of labour and overall resources
Assisting in preparation and execution of monthly forecasting and financial planning
Work through team leaders to ensure the delivery of quality service and pull through as well as flawless execution of all contractual obligations with P&L responsibilities
Prepares and delivers clear performance expectations, performance reviews and development plans for team leaders
Ensures a consistent level of coaching, which includes monthly 'one-on-one(s)', operational and financial reviews
Relevant Trade associated qualifications, City & Guilds Level 3 or NVQ or BTEC in Refrigeration or Qualified through experience
Demonstrable experience leading, coaching & developing a field based team of engineers
A proven track record of managing capacity planning & utilization of labour
Experienced measuring operational performance
A proficient knowledge base of operational focused KPI’s i.e. gross margin
Able to manage & influence internal & external stakeholders across a number of different levels
Demonstrable experience working within multi industrial environments, ideally Industrial Refrigeration, BMS controls, H.V.A.C, Fire & Security
Experience of selling in a technical environment, with an understanding and ability to deal with a long sales cycle - 6-12 months
Strong account management skills
Tireless and results driven mentality, able to continually critique and optimise performance
Exemplary verbal and written communication skills, with the ability to communicate technical information to a non-technical audience

106

Client Service Manager Resume Examples & Samples

Review the monthly CSM revenue and ensure that all contracted SM related services are correctly billed (recurring and ad-hoc services) and support the resolution of other billing / contract -related issues between SITA and the customer
Contribute to the growth of both the SM revenue and OOB revenue of additional services
Support SGS territory management about SM revenue management
Develop a close working relationship with SITA's account director(s)/manager(s) and actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals
To contribute for profitably managing organic revenue growth of the contracted services with our customers.- To provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs.- To evaluate solutions, resources and costs of dedicated or bundled service management proposals
5 years or more experience in a related role, delivering IT services to internal or external customers
3 years or more experience in Airline / Air Transport industry
Experience in a complex, multi-cultural, matrix management organization
Product knowledge of SITA Products (scope depending on services to be supported by customer contract assignments)
Service management process knowledge (ITIL Service Support & Service Delivery)
Knowledge and understanding of IT, network and communication protocols
Ability to analyze, draw conclusions, and create recommendations to solve customers' moderately complex problems

107

Client Service Manager Resume Examples & Samples

Brokerage knowledge
Primary platform baseline knowledge
Strong organizational navigational skills
Strong customer interaction skills
Process improvement skills. MS Office skills

108

Transaction Banking Client Service Manager Resume Examples & Samples

Manage the Treasury Management Services (TMS) Client Delivery Team (TMS Implementations, TMS Technical Support, TMS Customer Service)
Based upon trends and/or new opportunities identified, devise new procedures to mitigate errors/reduce call rates
Focus on cross-training key staff members across both teams to ensure that a core set of individuals is trained in both MUFG Innovation and Check Manager for the purposes of customer side training
Produce periodic reports for the Department Manager to review related to the team’s performance
Work with Product Management to include statistical data in the TMS Monthly Report
Ensure that customer side issues are identified and resolved quickly and that TMS maintains strong perceptions with our clients
Ensure that TMS billing is completed in a timely accurate manner
Work to streamline the process or identify new tools that may be used to better serve the TMS community
Ensure compliance with all MUFG policies and procedures including all US banking regulations
Ensure that all staff members are trained as appropriate, including written and verbal communication skills training
Ensure client services personnel are offering solid advice in a positive manner
Ensure that the unit stays within the approved budget and further identifies and cost reduction opportunities
Ensure that all customer side setups are performed in a timely and accurate manner
Typically requires a college degree or equivalent work experience
15 years in cash management experience including in-depth knowledge of ACH, Wires transfer, Lockbox, Check Processing, and Balance Reporting. - Strong knowledge of industry wide data formats ( BAI, EDI, SWIFT, NACHA, XML)
Strong understanding of telecommunications protocols including LU6.2, TCP/IP, bi-sync, sync, etc
Experience in direct customer support and sales
Experience in managing large scale development and implementation projects
Knowledge in Microsoft Project and other PM tools required

109

Client Service Manager Resume Examples & Samples

Mange the AMT project plan – tracking and managing to close: prospects, issues, requests for information, and conference needs
Provide direction and follow-up to ensure we are meeting the agreed upon timelines
Support the set-up and preparation for internal and client facing meetings
Serve as the primary day to day service contact for our customers. Must understand and manage customer expectations and service needs by building and maintaining positive relationships (both internal and external) and by delivering quality service; thereby enhancing UnitedHealthcare’s reputation in the industry
Build a strong working partnership with the Strategic Account Executive (SAE) to ensure customer satisfaction and retention
Provide consultative services to clients to address service delivery needs
Manage all service related issues on assigned book of business. Investigate, research, and resolve concerns presented by the customer and Account Management Team (AMT) members
Identify trends and develop customer specific solutions in collaboration with cross-functional team’s expertise
Ensure seamless, complete and accurate Health Fair and Open Enrollment activity for customers by coordinating enrollment meetings and the ordering of enrollment materials. Create customer specific presentations and train vendors for OE meetings
Attend and participate in customer meetings and open enrollment events
Bachelor’s Degree or a High School Diploma/GED with 3+ years of account management experience
Project Management-oriented organizational skills
Hold an active Health Insurance License or commitment to earning one within 30 days of hire
Willingness and ability to travel
Acts as a team player and foster a positive work environment
Public Sector and/or Labor Experience
Intermediate level of proficiency with Visio and SharePoint
Technical knowledge (claims, eligibility and contracts)
Knowledge of health insurance industry, products and services and the managed care environment. (Knowledge of Medicare a plus.)

110

Operations Client Service Manager Resume Examples & Samples

External
5-7 years experience in a related field
Industry experience a plus (Technology)

111

Client Service Manager Asset Services Resume Examples & Samples

Attending the daily escalation forum, reviewing all risk factors surrounding in-flight events
Attending weekly meetings with the client representative’s & the business, to understand their needs and provide status updates
Investigating the root cause of queries, and working with the Event Management team to deliver training via presentations and classroom training with the objective of reducing the number of future queries
Identifying process improvements, analysing the impact that changes bring, and working with the Event Management team to provide training to the process line, via various media types
Monitoring the performance of the line against the pre-agreed service level documents, that exist between each processing function
Adhering to Service Level Agreements (SLA’s) to provide responses to the clients
Providing an escalation point for any risks, in accordance with the service level document (Within 24 hours)
Acting as first point of contact for any client issues, ensuring that the management team are supplied all the relevant concise details, ensuring all corrective measures fully mitigate any future risk, that they are delivered on a timely basis and communicated back to the client
Taking Ownership of queries
Ensuring hot stocks are reviewed on a weekly basis & sent to the business line
Validating booking mismatches between the middle office and the bookings team
Escalating booking reconciliation tool issues to the business & resolving them
Acting as a central point of contact for the corporate action areas, for chasing desks for any booking issues
Controlling and Assisting with process and agent migrations
Relevant processing experience with asset services within investment banking operations
Experience working within client services, either of direct client interaction or similar
A strong understanding of the securities markets
A good understanding of taxable events
The ability to form and maintain relationships
The ability to understand and assess risk
The ability to identify process improvements
Excellent reconciliation skills
Cross product knowledge, equities and convertible bonds
A good understanding of the compensation process
The ability to work independently, as well as in a team environment, prioritise multiple tasks in accordance with associated risk or client impact and meet strict deadlines
Be highly motivated, highly efficient and have the ability to constantly deliver on time

112

Client Service Manager, Center of Excellence Resume Examples & Samples

Must have a Bachelor’s degree with 5-10 years of support center management experience
An entrepreneur; you act like an owner and make decisions as such
Strong communication, reading comprehension, and writing skills
Exceptional verbal/written communication skills
MBA or graduate degree preferred

113

Client Service Manager, Fund Accounting Resume Examples & Samples

Be a primary point of contact for a single or multiple NT client/s within the segment
Building a stable relationship with the clients to support key interactions and seamless escalation
Represent NT across all service and change discussions for Fund accounting, Fin Reporting, and Taxation
Where required, manage directly a team of professionals that work within cross products area
Be integral to the build out and continuous development of the operating model within Fund Services in EMEA
Ensure that the service quality that is delivered to clients is of an excellent standard
Support Senior Management with appropriate escalation of all issues, service updates, and progress updates for the client
Maintains governance and responsibility for operational process
Pre-empt (where possible) and manage/resolve service issues and ensure timely communication to the client (and to RM where relationship impacting matter)
Ensure regulatory requirements requiring changes to operational process are met
Maintain service plan and issue log
Participate in operations fast board meetings
Being an active participant on key initiatives driven by the Management Team
Being an active participant in key client project(s) from an end-to-end perspective (Analytical review, Follow-up, testing & live implementation phases)
Ability to work across products (FA, FR, TA, Tax, IO, Perf). Key attribute will be ability to be informed of detail across the product set
Multi-tasker who can manage multiple streams of work concurrently
Change Agenda: Ability to manage change agenda with conflicting priorities
Keen understanding of the control infrastructure within Fund Accounting

114

Client Service Manager Resume Examples & Samples

Manage the administration team tasked with supporting a leading global private equity client
Promote effective communication via 121’s, team and town hall meetings
Leading by example, foster an environment which encourages employee participation, teamwork and communication
Enable the development of partners to increase relevant knowledge and skills through effective use of the appraisal process, interim reviews, coaching and evaluation of the results
Provide and enable on the job training to the team as required
Ensure that the team are equipped with the necessary skills to allow them to fully carry out their functions
Drive the strategic development of the team and in doing so become integral to the private equity offering across the organisation
Ensure that operational arrangements are clearly documented and established at inception of a fund, are regularly reviewed / updated and team are trained in their execution
Conduct a regular, considered dialogue with the client ensuring that client satisfaction is at the core of the service offering
Oversee daily operations of client servicing and act as the technical expert sharing knowledge, expertise and guidance with both the team and the client
Establish performance standards by ensuring deliverables are met on a timely basis and by excelling against pre-determined key performance indicators
Support the clients Corporate Governance requirements ensuring a best in class service is delivered to the Client Boards
Identify and address service issues as and when they arise, including complex issue resolution
Monitor performance against Service Level Agreements (SLAs)

115

Client Service Manager Resume Examples & Samples

Owner of the Client Service Reviews
Set the agenda, organise participants and agree the dates with the client
Document the meeting and follow up on the actions
Follow Société Générale Securities Services best practice for documentation and follow up of the service review

116

Client Service Manager Resume Examples & Samples

Own the overall operational client service experience in partnership with the Client Business throughout the client lifecycle to achieve the right balance between satisfying client demands and running an effective and scalable service model
Work closely with the global Business Operations team to implement a consistent, scalable and controllable service model which meets our clients’ key needs
Ensure Business Operations teams have a sufficient and relevant understanding of client segments, products and distribution strategies
Own and evolve the core operational service offering in partnership with operational and technology groups across the firm and our key third party providers
Provide and/or co-ordinate appropriate representation for Business Operations at Client meetings and due diligence visits etc, with ownership of due diligence meetings that are purely operational in nature
Champion engagement with, and awareness and knowledge sharing of, business operations service and functions
Co-ordinate Senior Service Reviews between Business Operations and the Client Businesses and ensure key issues are properly addressed
Review key client SLAs and drive appropriate action to redress any key issues, for instance by changing SLAs, implementing appropriate monitoring programs and/or amending service provision

117

Client Service Manager Resume Examples & Samples

To Manage delivery of all contractual commitments to strategic partners and their end customer(s) for complex worldwide projects/programs
Executive level relationship management with the strategic partner(s) and/or end user customer(s)
Will be responsible to work with customers as the primary point of contact and communication, both internally and with the client for all post sale implementation activities and client readiness to ensure successful implementation of solutions
The successful candidate will manage ongoing relationship with the client at a “trusted advisor” level, as well as, manage multiple projects and provide staffing and resource coordination
The ability to rapidly establish command of the customer’s technical environment and identify key decisions required for project success
To interface with Polycom and customer's management, sales, operations and customer service organizations to successfully deliver on project scope
Responsible for financial details impacting engagement including but not limited to details of deliverables and timetables on SOWs, Ship dates, delivery of parts, SLA on service commitments
Responsible for maintaining an engagement level program plan that includes key progress reports, risks, client relationship summary, snapshot on a weekly/monthly/as needed basis to senior leadership
Responsible to identify gaps in product deliverables, staffing for engagement, expectations at the account level and bring these to resolution working with department manager
Responsible for reviewing and keeping track of business process around contracts, product solution communication, delivery and support and vendor and contract management
To engage throughout the relationship lifecycle with the customer - Presales through deployment and ongoing operations
To engage with assigned customers/partners with escalated issues and bring to resolution
Fluency in Japanese & English (both spoken and written)

118

Client Service Manager, Derivatives Resume Examples & Samples

Act as a liaison between clients, investment managers, internal partners and derivatives operations teams; provide support for escalation of derivatives-related issues including trade capture, settlements, valuations, client reporting, etc
Research and analyze complex client inquiries; handle difficult client situations professionally offering adequate support and providing resolutions as needed
Develop and evaluate solutions to client issues and/or requests while planning and prioritizing client activities to manage relationships effectively
Develop and maintain strong working relationships with derivatives operations groups and internal support and relationship management teams in order to effectively service clients
Participate in industry events and have strong linkages within the derivatives industry to monitor and assess growing trends to understand competitive environment and recommend changes to existing processes or additions to current service offerings
In-depth knowledge of the derivatives operations environment (from either back or middle office), derivatives trade support and end-to-end operational processes
Ability to confidently discuss and articulate the different derivatives functions and operational processes with derivatives operations management, internal partners, clients, investment managers and 3rd parties
Ability to partner with others to help deliver solutions to clients
Ability to effectively manage client and business partner expectations
College degree in Finance, Accounting, Economics or applied sciences Preferred

119

Client Service Manager Resume Examples & Samples

Educated to degree level or equivalent experience
PC literate, good level of knowledge and understanding in the use of MS Office
Demonstrable knowledge of or ability to learn rapidly about the features, benefits and details of the company’s products and solutions
Time management; planning and control of tasks associated with the role
Structured and professional approach to preparing and presenting service reviews
Review the service operation against agreed criteria through regular client engagement
Prepare and run service review meetings
Provide a point of escalation within The Logic Group for our Managed Service clients
Build strong working relationships with internal technical, operational and sales personnel, as well as 3rd parties
Experience in B2B service management at all levels in tier 1 and tier 2 organisations
Delivering service management in complex technical client environments
Responsibilities for delivering business critical services
Creation and execution of Service Improvement Plans
Payment market experience
Excellent communicator with strong client satisfaction focus
Experience of working in the card payment industry
Awareness of PCI DSS and/or IT security principles
Basic understanding of key management solutions
Business intelligence solutions
Use of CRM system
ITIL qualified (preferred)
Prepare and deliver professional client facing material, including management of and presentation at service review meetings
Planning and organising, ability to hit deadlines
Conflict Management, teamwork and cooperation
Client and partner service oriented
Excellent communication skills (verbal, listening and written)
Results and achievement oriented
Attention to detail and pride in work standards
Motivated, committed and enthusiastic
Takes ownership and is accountable
A thirst for information and the ability to learn quickly

120

Client Service Manager Resume Examples & Samples

Arrange/host service reviews in partnership with the Client Executive and ensure resultant action points are tracked to completion
Maintain client issue tracking, ensuring the correct level of focus is given and escalated when required for service issues
Support Service Review and due diligence requirements as necessary

121

Client Service Manager Resume Examples & Samples

Builds relationships with clients and serves as the primary point of contact for overall and day to day service delivery
Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs. Also will work with internal partners to develop and build strategies that ensure compliance with service expectations and requirements
This function includes the implementation of new business, account rounding and management of changes to the most complex, strategic and profitable accounts
Contribute to growth and profitability by providing administrative expertise to existing and potential customers
Has responsibility for and ownership of all results
Leader of the account services across UHC with responsibility for and ownership of all customer service results
Provide superior customer service to internal and external customers
Effectively manage the most complex customer accounts
Investigate, analyze and develop creative solutions to client specific problems related to systems, claims, networks, providers, eligibility, ID cards, billing, banking, etc. through active cross - functional team participation
Coordinate the Account Management Team to implement the most efficient processes possible
In conjunction with the Strategic Services Account Executive and the Underwriter, provide effective benefit consultation for plan revisions, managed care strategies, product development, policy and procedure changes, legislative changes and claim cost control
Orchestrate all activity required to properly install business onto all United HealthCare systems
Validate and maintain the integrity of benefit plan systems (MetFACS, EBDS) and constantly provide feedback to the responsible functional areas in this regard
Clearly and consistently track metrics and goals of Strategic Services and Client Administration continuously influence improvement to these results
Ensure timely delivery of customer communication (i.e., correspondence, and fulfillment materials), ID cards, provider directories, enrollment kits, customer communication materials, contracts and certificates
Serve as resource / role model to other Client Administrators and AMT members, fill in the Strategic Services Exec
Respond to external and internal requests for management information
Coordinate responses to Insurance Department / Presidential complaints
Lead effective business meetings with the customer and with internal United HealthCare associates
Travel to meet clients to present new products and services
Seek leadership roles and orchestrate the completion of special projects
5+ years in client facing role within the healthcare insurance industry
Must have excellent communication skills - both oral and written
Must have strong project management skills
Bachelor's degree, professional benefits designation or an equivalent amount of experience obtained through work assignments and life experiences is required
Knowledge of the health insurance industry, products and services and the managed care environment in required
Strong personal computer skills including word processing, database management and spreadsheet applications
Leadership skills
Knowledge of internal processes and resources (claims, eligibility, accounting, contract, underwriting)
Account management experience

122

Technology Client Service Manager Resume Examples & Samples

Perform regular capability assessment on behalf of each client, manage any identified gaps / issues through to resolution
Accountable for the successful delivery of the CCSo technology platform and its services to clients
Partner with Enterprise Relationship Management (ERM) on issue tracking and resolution to ensure transparency with CCSo business owners
Develop a solid understanding of the clients needs, organization structure & contact / escalation points within the business / technology organization
Provide input to changes / implementations from a client perspective
Provide input to enhancement plans from a client perspective
Communicate product, feature and technology roadmap information to the client
Manage service issues / concerns – act as an escalation point for the client
Identify internal (and client) service improvement opportunities; manage these as part of a service improvement plan (SIP)
Engage with the JPMC technology teams, Production Assurance Center (PAC), etc during incidents impacting the client and ensure the communication issues is effectively and transparently communicating to the client & their needs
Ensure Root Cause Analysis (RCA) information is provided to the client in a timely and transparent fashion
Work with the client to define / agree formal SLAs and ensure these are clearly communicated within CCSo
Conduct regular (monthly) Service Reviews with the client, providing KPIs and data to support the discussion / review performance to SLAs
Perform a regular capability assessment / report of JPMC for / to the client
Bachelor's Degree required or equivalent work experience and minimum 5+ years of experience in information technology and/or Business Operations
Experience of managing corporate / large scale client service relationships
Experience of the payments / credit card industry
Experience in managing complex projects in a matrixed organization
Extensive experience establishing and managing to project plans and key milestone dates
Ability to develop and manage a project budget
Experience with projects in multiple technologies, functions and industries
Experience with Agile and waterfall software development methodologies
Experience managing resources that are geographically distributed and culturally diverse
Ability to resolve conflict & facilitate decision-making
Proficient in Microsoft Office Suite and familiarity with Microsoft Project is required

123

Senior Client Service Manager Resume Examples & Samples

Develop and maintain standard client portfolio review materials for CIM strategies across equity and fixed income products
Oversee and produce investment-related content used for client, marketing and sales materials
Work with portfolio management teams, product management and performance to establish standards for use of portfolio and performance data in client, marketing and sales materials
Provide expertise toward the development of new products and business development opportunities
Proactively identify product marketing opportunities based on industry trends, current market environment and competitive advantages
Provide support to portfolio managers, bankers and investment counselors to respond to client-specific requests and address investment-related client servicing needs
Maintain close contact with clients, bankers and investment counselors to intimately understand and address the intricacies of client needs, marketplace dynamics and the competition
Proactively communicate information to keep bankers and investment counselors apprised and well-informed of pertinent product features and results
Excellent interpersonal, written and oral communication skills with ability to communicate and influence at multiple seniority levels
Proven understanding of investment marketing material development in a wealth management/asset management structure
High degree of strategic, business and marketing plan experience, with strong analytic acumen and writing skills
Results driven with ability and strong experience with problem solving

124

Client Service Manager Resume Examples & Samples

Support Senior Client Service Manager in development and maintenance of standard client portfolio review materials for CIM strategies across equity and fixed income products
Assist in production of investment-related content used for client, marketing and sales materials
Liaise with Legal, Compliance, Marketing and Communications to ensure all investment-related content is compliant and presented such that it meets industry standards and best practices
Assist with development of new products and business development opportunities
Promote product visibility by maintaining a compelling investment case for each product focusing on consistency and timeliness of messaging
7-10 years of experience in the Financial Services industry in asset management/wealth management, including experience with marketing strategy and collateral material development and execution
Experience working in a large and complex matrixed organization
Solid practical knowledge of global equity and fixed income financial products
Articulate, excellent organizational skills with the ability to prioritize, multi-task and reassess priorities based on changing business needs
High degree of strategic, business and marketing plan experience, with strong analytic acumen
Ability to identify and recommend changes to processes in order to improve and streamline those processes

125

Associate Client Service Manager Resume Examples & Samples

Focus on renewing all expiring Technical Services contracts to assigned customers within the territory managed, based on End of Support data provided centrally
Leverage these renewal opportunities to drive conversations with customers around up-sell/cross-sell of both Product & Services
Manage all aspects of the Renewals business with respect to deal transactions
Weekly, monthly quarterly forecast of Renewals opportunities within Salesforce.com, being accountable for your territory and pipeline in weekly Forecast calls
Daily funnel/deal management – ensuring all opportunities are accurately reflected in SFDC, specifically in terms of opportunity size, expected book date, forecast status and all other relevant information
Management of Services pricing and margins according to agreed targets. Initiation and completion of Non Standard Deal processes where required
Regular, direct collaboration with both the customers and the relevant Cisco partners to ensure maximum renewal rate
Develop overall territory knowledge base and impact by
Building an understanding of customers’ and partners’ procurement processes, creating relevant contacts/relationships accordingly
Ensuring effective communication with internal Cisco stakeholders so everyone engaged with the customers and partners are in sync on sales activities
Planning and executing on local and regional $APJ$ marketing activities to build awareness and campaigns around Service renewals
2-4 years prior experience in a direct selling role, having held a legal sales quota
Experience in selling contract renewals within the IT&T segments
Ability to manage multiple tasks and relationships at the same time, and demonstrating excellent time management
Have a strong customer-focus and demonstrate of examples when you have
Supported customers during the sales process
Sought and taken appropriate actions on customer requirements while balancing business needs
Resolved difficult issues in a timely and professional manner
Taken responsibility for customer satisfaction and loyalty

126

Senior Client Service Manager Resume Examples & Samples

Validate program selections and details with client, develop and execute implementation strategy, project plan and timeline
Facilitate ongoing implementation meetings with external client and internal teams while monitoring and tracking implementation status
Identify implementation risks, implement a mitigation / action plan and drive improved outcomes; communicate to leadership
Assess progress and reports status to leadership including progress, timelines and milestones; provides timely written and / or verbal communication regarding implementation status
Demonstrate understanding applicable systems / procedures in order to provide appropriate information to clients
Builds relationships with clients and serves as primary point of contact for overall and day-to-day service delivery
Highly flexible, open to change and new information; manages ambiguity, adapting behavior and work methods to changing organization, adapting best practices in all processes
Establishes trust and credibility and follows through on commitments
Effective data analysis and interpretation skills. Ability to focus on key metrics and frame their overall impact on business objectives
Uses careful listening, tact, and candor in all communication
Demonstrated problem solving skills; ability to dig into the details
5+ years proven track record focused on establishing and maintaining customer relationships in a service delivery organization
Experience working with national account clients / large complex customers

127

Client Service Manager Resume Examples & Samples

A positive attitude and desire to serve the needs of our clients and advisor teams
Attention to detail; strong organizational skills; ability to complete work in a timely, accurate and thorough manner
Use of available technology that supports the required business process, helping build practice capacity and enhancing the client experience
Must be personable and punctual, and a problem solver
Willing to take on new tasks, do whatever it takes to get the job done, work well in a team environment, and be goal oriented
Involved in deepening the client and team relationships through one on one interaction to include client phone calls and follow up
Bachelor’s degree is not required but highly encouraged
Five (5) years of experience working in a client service role
Ability to multi-task, able to switch gears easily, and manage priorities while working under strict timelines in a fast paced environment
Ability to work with multiple locations virtually
Familiarity with contact management systems, Microsoft Office programs, electronic communication
Series 7 and 66 a plus!

128

Client Service Manager Resume Examples & Samples

As the first point of contact for clients on a project, you are expected to have a good understanding of client business and market, develop new business from existing clients, maintain and nurture client relationships, manage and promote delivery as per clients’ expectations
Manage the full spectrum of fieldwork / project management. As a Client Service Manager, you will need to suggest process improvements to suppliers and team, clarify / manage roles and budget within project team, manage the creation and review of materials to meet client needs etc
Generate insights and recommendations that demonstrate knowledge of client’s business
Clearly and accurately write reports, presentations and proposal documents. Deliver client presentations
Being accountable for managing projects and team to drive positive growth margins and profit. Able to turn complex research approaches into workable and profitable solutions
Coaching and developing team members, supporting them in developing account strategy, and supporting team goals and organizational strategy

129

Client Service Manager Resume Examples & Samples

Collaborate with Sr. Client Service Manager to coordinate and lead regular team meetings
Evaluate staff performance and provide feedback via informal and formal discussions
Manage and/or escalate performance issues and work with Human Resources to properly document issues/warnings
Manage team portfolio coverage (vacations, out of offices, training)
Proactively manage teams’ work volumes and action items accurately within established deadlines and in accordance with existing policies and procedures
Manage client initiatives and remediations
Portfolio and workload assessment for client assignments with an eye to aligning Top Priority Clients to Top Talent
Must be very familiar with the market’s business resiliency contingency plans both for intra-day situations (e.g. system malfunctions, power outages etc.), and in case of an emergency (e.g. weather related situations work events, crisis)
Adhere to all JP Morgan Chase departmental policies and procedures and enforce associates to do the same
Conduct monthly review of auditable items as provided via the Consolidated Market Reporting
Evaluate and provide applicable approvals for exception processes
Actively engage, research, follow-up and resolve escalated client issues and problems through effective interaction with clients, bankers, product partners, branch/operations areas and other staff in a timely and professional manner
Maintain and reinforce a positive attitude to maintain a high morale within their teams and address detrimental influences quickly
Actively participate during Banker/Sales and Product Partner meetings
Influence and drive the execution of the JP Morgan Brand and Culture of Exceptional Quality in Service for a consistent positive Client Experience with every client interaction

130

Client Service Manager Resume Examples & Samples

Ability to adhere to rules and regulations as stated and required by Advisor, Ameriprise and FINRA
Ability to support and provide guidance for compliance within the Advisor’s Practice
Already have or be able to study for and pass exams for federal and state licenses and registrations for securities, including
Series 66
State life, accident and health insurance licenses
Previous Experience with Ameriprise

131

Client Service Manager Resume Examples & Samples

Responsible for the overall service quality delivered to institutional clients including monitoring and managing escalations for systemic issues – client retention
Responsible for the presentation/action points regarding KPIs and operational logs to clients
Responsible for ensuring timely payment by clients
Responsible to understand various items that might lead to a critical relationship threat beyond visible things such as poor service or a formal RFP - escalate these with appropriate background to the Coverage team

132

Senior Client Service Manager Resume Examples & Samples

Ensures Optum client satisfaction by resolving and responding to account issues and requests
Represents Client Services internally and coordinates with other functional areas to complete projects and address ongoing service needs
Represents and / or facilitates client meetings / presentations; travel to client sites
Diagnoses root causes of service issues; collaborates with and appropriately directs appropriate functional areas to resolve issues
Provides end to end review and analysis of client requests to proactively identify downstream gaps or issues
Maintains up- to-date account information in Optum systems, such as benefit plan updates and client issue tracking
Builds and maintains key relationships with clients, U-Channel, benefits consultants, internal and matrix partners
Proactively manages client performance guarantees and works with appropriate internal constituents to establish necessary steps to correct and improve results Possesses experience and skills to work with accounts that have both Care and Behavioral Management products and are strategic, custom or complex in nature
Solves day-to-day account service issues directly or by leading internal teams to a solution
Provides consultative and proactive recommendations to the client and internally regarding service issues and growth opportunities in order to maintain and grow the business relationship, and increase Net Promoter Scores
Manages marketing communications projects for clients, including coordination of direct and / or electronic mailings to members
Collaborates with Client Executives (CEs) to develop client reports; QA’s reports for client-specific information and coordinates report delivery with CEs
Investigates discrepancies in Optum systems data, such as eligibility information
Maintains Client Information via established tools to ensure service delivery, future needs and expectations of the client will be met
Acts as single point of contact to the account for all service-related issues
Improves the quality of service delivery for the broader team through sharing knowledge, improving processes, etc
This position is solely for those located in the Mountain or Pacific Time Zones
Owns complex client issues, driving quick and lasting resolution
Proactively meets and exceeds expectations of internal and external clients
Leads client conversations and presentations, ask probing questions, and recommends solutions
Collaborates as part of an internal service team encompassing CEs and applicable functional areas to successfully achieve common goals
Leads multiple individual client-focused projects and motivates cross-functional participants to improve or address systematic problems or providing value to client
Exemplifies commitment, discipline and a solid work ethic to deal with multiple challenges and client expectations
Exhibits detail orientation and is adept at organizing multiple tasks, data points, requests, and issues
Exhibits effective written and verbal communication skills
Builds and leverages a network of experts and colleagues to supplement one's own expertise
Actively works on Client Services projects to help guide the team toward strategic goals as well as the mission of Optum
Drives change and innovation through continually seeking and implementing value added solutions for clients
Possesses an advanced understanding of the health insurance industry
Possesses deep understanding of Optum’s Care and Behavioral Management product suites, including knowledge of systems used to identify, address and track client service issues
Leads and motivates a team of people to project completion, but may not have any direct authority over these individuals
Bachelor's degree or equivalent experience in related field
8+ Years progressive health services, disease management or related experience, with an advanced understanding of the health insurance industry
Ability to translate analysis of data into a PowerPoint presentation
Proficient in MS Word, Excel, and PowerPoint
Professional verbal and communication skills. Effective presentation skills
High aptitude for grasping new system tools and applying effectively in reporting and analysis
Excellent project management skills, ability to manage multiple priorities with tight deadlines
Demonstrated ability to build a collaborative culture and relationships across the organization and with external and internal strategic partners
Collaborate effectively within a large matrix organization across multiple stakeholders (including clients, sales rep, sales manager, sales support team, etc.)
Strong relationship and interpersonal skills
Must reside in the Mountain or Pacific Time Zones
8+ Years client services or related experience, experience servicing employer clients

133

CIB Client Service Manager Analyst Resume Examples & Samples

Accountability for delivering service related to data analytics; working closely with the client on assigned deliverables. Building relationships with clients to understand client requirements and expectations
Drive resolution and management of client queries, data & reporting collation, delivery issues and tracking of progress; leveraging internal teams as appropriate
Regular contact with multiple areas at clients’ office as well as internally in J.P. Morgan in country and region
Work location: Jeonju
University degree, Masters or MBA preferred
Minimum 4-8 years of experience in financial services industry (Custody Business and/or portfolio servicing environment would be a plus but not a must)
Strong focus in client service management, communication and delivery
Proven experience in building and contributing to high performing teams through the development of self and others, emphasizing continuous learning and growth
Proactively responds and adapts to change - supports and influences strategies to enable business transformation and enhancement
Demonstrated technical, professional, and organizational expertise and a desire to continuously grow and maintain this knowledge
Focuses on accountability, action and outcomes to ensure solutions meet client needs while aligning business deliverables to the firm's mission and goals
As this role will have regular client facing involvement and engagement with senior staff in all areas of Investor Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients
Leadership or people management experience; held responsibilities in staff development and/or acting as senior escalation point within the team
Must be fluent in Korean and English

134

Client Service Manager Resume Examples & Samples

Interface regularly with Client management and staff to ensure on-going client satisfaction
Engagement Manage Client: Actions and Deliverables, Issues, Meetings, Scope, Contract, Requirements
Manage the Operations budget for the client, ensuring CGI stays within budget, and raises appropriate contract amendments to fund new/out-of-scope work
Establish strong working relationships with key client contacts and internal staff
Engagement Manage Functional Service Teams: accountable for service delivery quality during the life of the client engagement from transition/deployment projects through ongoing operations by providing leadership and priority setting in collaboration with the project managers, operations managers and team leads
Accountable for quality service delivery, client satisfaction and regular satisfaction meetings and surveys
Deliver and review with the client, the monthly service and SLA reports
Escalate to appropriate directors and/or managers if required to ensure SLAs are met
Accountable for financial tracking and billing
Establish a strong working relationship and regular meetings with the client to develop new opportunities for additional MSS services and other future CGI business
Must have 8 or more years of IT Client Service Management and/or IT Service Delivery Management experience
Must have demonstrated strong technical leadership, interpersonal skills and organizational abilities in large/complex engagements
Must have exceptional judgment and innovative problem-solving skills
Ability to deal with aggressive timelines and the associated pressure
Experience using a ticket management system such as Remedy
Proficiency with MS-Office (Project, Excel, Word, PowerPoint, Visio)
Comfortable conducting meetings, presenting and leading issue-resolution with management and senior management at the client and internally
Ability to speak, write and communicate clearly and effectively in fluent English
Ability to obtain a Government of Canada security clearance of Level 1 (Enhanced Reliability Clearance – ERC)

135

Regional Client Service Manager Resume Examples & Samples

Experience in the agriculture or cooperative industry
Confident public speaker
Ability and willingness to travel

136

Client Service Manager Resume Examples & Samples

Maintaining and improving client satisfaction by ensuring that services are delivered according to agreed SLA’s and contract deliverables
Contributing to commercial management
Producing internal and client reporting deliverables

137

Client Service Manager Resume Examples & Samples

Ensures customer expectations are met and resolves customer issues in a timely, effective, and professional manner
Identifies adds, upgrades, and escalations to assigned service contracts and to meet customer needs and improve system efficiency. Develops account strategies and sells independently or in a team environment
Leads quality assurance activities and may lead renewals on assigned accounts
Ensures project profitability through achieving plan gross margin levels, billing and collections, and effective cost containment procedures. Skilled at managing all internal accounting and revenue recognition systems and assists with revenue and staffing forecasting activities
Reviews all labor related project estimates prior to customer proposal and booking. May be required to assist in pricing decisions
Associates Degree or equivalent experience required
Typically 2+ years of successful experience in related field and successful demonstration of key responsibilities and knowledge as presented above
Strong organizational, verbal and written communication skills
Proficient in MS Office (Word, Excel), Estimating, and other Service Related Tools
Individual must possess a valid Driver's license in good standing and must be at least 21 years of age in order to participate in the required Siemens vehicle plan
Experience in control systems and HVAC applications preferred
Knowledge of engineering and programming preferred

138

Client Service Manager Resume Examples & Samples

Act as a primary point of contact for a named Customer base to own, manage and escalate business & service issues
Align and work closely with the Sales team to manage customer relationships, drive customer satisfaction and achieve business objectives
Advocate Customer requirements and expectations within Akamai
Manage / Contribute to Regional and Global Customer programs
2 - 8 years of experience in a Customer-facing environment, such as Service Desk, account management or similar

139

Client Service Manager Resume Examples & Samples

Primary duties involve researching and responding to client questions relating to their business operations and content of products, providing training on functionality for internal and external clients, and creating, updating, and maintaining product and process documentation. Client Service Managers are the operational subject matter experts for their assigned clients
Providing technical support to internal teams and external customers
Developing, maintaining, and distributing product and process documentation
Providing ad-hoc product training
Collaboration on client enhancement projects including understanding requirements and some technical testing
Contributing subject matter expertise to ensure customer satisfaction and organizational success
Represent Wolters Kluwer within the industry by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives. Communicate Wolters Kluwer competitive advantage to customers in a compelling articulate manner in speech, writing and formal presentation
5 years of client-facing support experience
1-3 Years of client facing technical support experience
Experience with data analysis and management
Experience providing consulting services
Experience overseeing project personnel, and leading cross-functional teams
Ability to create executive-level content and detailed presentations
Ability to work collaboratively with individuals at all levels of the organization
Software configuration support, preferred

140

Client Service Manager Resume Examples & Samples

Contact assigned customers based on established schedule to ensure customer satisfaction and to provide updates and reports to customers (e.g., downtime, account receivables, service order status, etc)
Receive calls from assigned customer optimizing each contact with existing customer by exercising exceptional customer service skills and ensuring all issues are tracked until brought to resolution which includes coordinating with appropriate departments
Keep account team apprised of issues affecting current or prospective service for customer including business needs and changes
Identify critical and/or recurring service issues and prepare a corrective service action plan which includes engaging client resources to execute the action plan and track performance through completion
Document all related customer call data in the appropriate systems in a timely manner
Conduct stewardship meetings with pre-identified customers and sales teams which may include preparing, distributing and reviewing reports
As necessary, assist in locating customer contact information
Maintain an in-depth knowledge of assigned client’s products and services, as well as policies and procedures regarding customer calls
Bachelor’s degree from an accredited college or university with major course work in business administration, communications, marketing, or a related field preferred
Minimum of two years’ customer service experience required preferably in a business-to-business environment
One-year business experience required preferably in telecommunications, voice or data
Provisioning, or project coordination
Intermediate knowledge of Word, Excel and Outlook is required
Basic knowledge of PowerPoint is required

141

Client Service Manager Resume Examples & Samples

Manages new and existing complex client installations, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations
Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation
Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues
Proposes and develops solutions cross functionally to solve non-standard client requests
Responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology
Understands clients’ footprint and contractual agreement
Collaborates with existing clients to gather and understand clients’ requirements for add-on services and independently takes action from opportunity to fulfillment
Educates and orients clients in Equinix policies and procedures and client facing support and ordering systems
Conducts client meetings and Quarterly Business Reviews
Responsible for preparing customized presentation material as required by clients and account team
Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments
Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. ticketing system, etc.)
Develops and maintains expertise on Equinix products and services
Develops and builds strong relationships with Sales, Operations and other cross functional teams
Minimum of 10-15 years in a CSM equivalent role or prior relevant Equinix experience
Experience in a high pressure, customer facing role
Proven track record in building positive relationships with clients
Collaborative personality and able to build strong personal relationships
Requires strong analysis, judgment, negotiation and problem solving skills
Able to train and/or mentor others

142

Client Service Manager Resume Examples & Samples

Serving as the primary Optum Rxcontact for tactical, day to day management of assigned accounts
*Telecommuter must be able to work core business hours - Pacific time zone.***
Associate's Degree (or higher) or High School Diploma/GED with Pharmacy Technician License
2+ years of Healthcare, Managed Care, or Pharmaceutical Industry experience
PBM or Health Plan experience
Work experience with Medicare Part D

143

Client Service Manager Resume Examples & Samples

Responsible for ensuring all billing is accurate and timely via established rules and guidelines to include a review of current client bill rates, addresses, and authorized retailers
Providing any documentation and backup
Maintain accuracy of authorized client billing form
Responsible for ensuring CROSSMARK receives payment for all invoiced work
Responsible for actively seeking opportunities to up-sell existing and client base
Responsible for projecting image through grooming, dress, attitude, and actions
Education/Experience: Bachelor’s degree (B.A.) or equivalent work experience
Highly experienced in retail operations and knowledge of basic accounting principles
SalesTrak skills: project loading, store list creation and reporting (project summary, store detail, exceptions, workload)
Completion of formal CROSSMARK training program for Client Service Managers

144

Client Service Manager Resume Examples & Samples

Provide a single point of accountability (SPOA) to manage assigned accounts in line with client expectations and TELUS service capabilities on a 7x24 basis
Build and maintain strong client relationships, and provides day-to-day client advice and support
Accountable to manage client relationships using formal governance at both operational and executive levels to instil client loyalty and satisfaction with a focus on revenue retention and growth
Establish and enhance strategic partnerships with internal/external service partners to improve customer experience
Advocate our corporate initiatives to drive top customer ratings in Overall Client Satisfaction and Likelihood to recommend
Maintain/support tight control over project schedules, risks, scope of work and budget; ensures that operational teams and subcontractors have a clear understanding of client requirements
Able to identify opportunities to Sales account teams that support the growth of our business and provide feedback to the product marketing teams for continual improvement and refinement of our offerings
Proactively deliver new TELUS service solutions and reporting mechanisms and contribute to creating competitive breakthrough strategies and plans based on problem resolution and situations
Support the risk mitigation planning, adherence to standard service levels (Strategic Bid Review process)
Responsible to perform regular account reviews, conduct client satisfaction reviews and post-incident reports & investigations
Initiate and champion service improvement plans; oversee the closure of client satisfaction improvement initiatives
Based on the size and complexity of the client account, may have specific responsibilities focused on specific ITIL processes and activities

145

Client Service Manager Resume Examples & Samples

Escalation Management:Provide a single point of accountability (SPOA) in line with client expectations and TELUS service capabilities on a 7x24 basis
Incident Management:Support of post-incident review & investigations
Relationship Management:Establish strategic partnerships to ensure overall customer satisfaction
Contract Management:Interpret, negotiate, and manage the delivery of operational obligations within the agreed to time frames
Financial Management:Review of account income statement; profitability, loss while correlating revenue spikes to project activities, facilitating reviews on cost overruns with internal stakeholders
Managerial Reporting:Collaborate with stakeholder teams, assist in building, review and present standardized performance reporting to support daily, weekly, monthly, annual governance meetings; capture learnings and innovation to support continuous service improvement
Organizational Support:Leverage and empower the stakeholder community in fulfilling operational duties and contractual obligations

146

Client Service Manager Resume Examples & Samples

Focus on the key tasks as well as understanding the big picture of what the client wants and how we're delivering
Owns tactical and communication on day to day basis to the client and AMT members
Monitor issues, root causes and develop action plans and follow up on escalated issues
Execute administrative changes and ensure AMT knows the administrative changes that are happening and how they impact the client
Managing new business, existing accounts and plan changes
Implementation of new product and service
Facilitate loading of new plans
Manage Custom Requests
Creating solutions for non-standard requests in partnership with the Solution Engineer
Developing custom solutions for custom needs
Schedule and Facilitate Account Management Team meetings
Manage the meeting effectively (ensure items are taken off line)
Keep AMT contact list up to date (both internal and external contact lists) on CDX
Provide feedback on sub-performing AMT members and facilitate replacement of sub performing AMT members
Tracking and monitoring functional issues to ensure they're resolved (hold those functional areas accountable for closing issues on a timely basis)
Managing communication to and within the AMT
Manages ongoing contract relationships and service delivery to clients for one or more accounts. Acts as outward-facing, dedicated resource for assigned accounts, typically with direct client contact (not call center) and large or complex accounts
Builds relationships with employer/group clients (not individual members) and serves as the primary point of contact for overall and day-to-day service delivery. Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs
Up to 25% domestic travel to meet customers as needed
Bachelor Degree (or higher) or HS Diploma/GED with 2+ years of experience with client facing account management or project management
Able and willing to travel up to 25% domestic
Proficient using MS Excel, Word, PowerPoint, etc
Previous experience in managed care industry with strong understanding of claims flow and adjudication process

147

Client Service Manager Resume Examples & Samples

Demonstrates leadership, builds a shared vision with teams, acts as an agent of change and leads others into action
Responsible for the overall performance of the CSO team's KPIs, metrics and business objectives Increase client satisfaction as measured by client satisfaction survey results
Assigns Client Service Officer’s portfolio in line with Client Delivery’s segmentation model
Act as the initial service escalation point for external clients and internal business partners
Participate in client “pitch” meetings, as requested by Sales, to provide insight to our service model and foster the client’s relationship with MUFG
Responsible for people management: recruitment, retention and coaching of team members
Conduct regular performance evaluation; identify training and development needs for the team
Ensure risk/compliance guidelines are followed at all times and create risk awareness within team
Escalate major issues, incidents, errors and risk violations to Client Delivery Managers and key business partners on timely bases
Conduct annual review of the service process and procedures
Understand the client impact of new/changing regulatory and industry requirements and will adapt associated process & procedures to address
Will act as the primary coordinator for the rollout of new products and system enhancements as related to on-going service requirements
Periodic reporting of business updates and metrics to Client Delivery Management
4 year college degree preferred, and/or relevant experience in Client Service working with Asian Multinational Corporate clients
Bilingual Japanese/English business speaking skills and the ability to read/write in Japanese/English is highly desirable
Minimum five-year applicable work experience in treasury management and Service/Sales role
Management role, preferably w/ exposure to financial institutions and multinational corporates
Excellent telephone manner and email etiquette

148

Client Service Manager Resume Examples & Samples

Coordinates and oversees all aspects of Servicing and Implementation post-sales across EFX BU`s ( R )
Creates relationships with client stakeholders ( C & I )
Tracks metrics and KPI’s for client satisfaction and NPS scores (R&A )
Continuous Improvement (A)
At least 3-5 years of proven successful Client service and Client relationship experience
Proven ability in delivering high standards of Client satisfaction
High standard of communication skills with the ability to communicate at multiple levels within an organization

149

Client Service Manager Resume Examples & Samples

Develops and integrates the service strategy within the overall Account Development Plan by working closely with the Account Team and all Sales & Service personnel aligned with the account
Responsible for developing and maintaining a current Customer Service Plan (CSP) for each assigned account
Produce post critical incident reports for assigned impacted Customers documenting the incident/corrective actions
Produce relevant Quality of Service reports and lead/manage the Service Review with the Customer, identifying any service gaps and producing Action Plans to close
Proactively seek out and leverage new service opportunities to protect BT’s business position, revenue stream and enhance the service provided to the customer
To produce a Service Improvement/Service Enhancement Plan (SIP) for each assigned account
Ability to apply service account management techniques and manage virtual
Teams in a matrix structure and to motivate team members
ITIL V2/3

150

Client Service Manager Resume Examples & Samples

Successfully and profitably provides exceptional service an assigned group of client accounts
Works on a book of business focused on retention and driving the sale of additional services and lines of coverage
Builds and energizes relationships with existing clients by providing ongoing customer care
Markets new and renewal business
Resolves issues quickly in a manner that’s appropriate for both the client and the Branch
Leads appropriate team members to address the client’s risk management needs
Coaches entry level Client Service Associates through continuous learning, honest feedback, and strong talent development
Conducts periodic audits to ensure compliance to standards and service level
Maintains complete and accurate client and policy data and documents within the Gallagher systems
Bachelor's degree with 3+ years client service experience –OR– High School diploma/GED with 8+ years client service experience
Property & Casualty Producer’s license
Able to travel up to 10% of the time
Proficient in using technology as a tool to improve productivity and quality

151

Client Service Manager Resume Examples & Samples

Successfully and profitably provides exceptional service to an assigned group of client accounts
In partnership with the Client Service Executive (CSE/AE), takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality and timely manner
Manages to defined service/marketing timelines and processes
Supports one or more CSE/AE and is the first line of contact when the CSE/AE is not available
Leads appropriate resources to address the client’s risk management needs
Coaches Client Service Associates through continuous learning, honest feedback, and strong talent development
Bachelor's degree with 5+ years Property & Casualty insurance experience –OR– High School degree/GED with 8+ years commercial insurance client service experience
Experience managing middle market risk management and commercial accounts
Proficiency in Microsoft Office, specifically Excel
Knowledge of projections and modeling required
EPIC database experience highly preferred

152

Client Service Manager, Senior Resume Examples & Samples

Successfully and profitably provides exceptional service to an assigned group of large, complex real estate/property client accounts
Builds and solidifies relationships with existing clients by providing ongoing customer care
In partnership with the Production team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality and timely manner
Cultivates relationships with the buyer in the client organization as well as with day-to-day client representatives and buyers
Resolves issues in a manner that’s appropriate for both the client and the Branch
Uses systems, services and resources to execute work as effectively and efficiently as possible
Coaches Client Service Associate through continuous learning, honest feedback, and strong talent development
Conducts periodic audits to ensure compliance to standards and service levels; consistently adheres to service timelines and professional standards
Bachelor's degree with 10+ years Property & Casualty insurance experience –OR– High School degree/GED with 15+ years commercial insurance client service experience
Producer's License
Ability to travel up to 5% of the time - or less
Large, complex real estate/property commercial Lines insurance account management experience is required

153

Client Service Manager Associate Resume Examples & Samples

Successfully and profitably manages an assigned group of accounts
Builds and solidifies relationships with existing clients by providing exceptional ongoing care
In partnership with the Production team, takes a leadership role in the renewal process, ensuring that the be possible solution is delivered to the client in a high-quality & timely manner
Secures existing business and drives the sale of additional services and lines of coverage
Cultivates relationships with the buyer in the client organization as well as with day-to-day client representatives and buyers
Supports one or more Producers and/or Account Executives and is the first line of contact when the Producer or Account Executive is not available
Coordinates appropriate resources to address the client's risk management needs
Bachelor's degree with no client service and/or claims management experience –OR– High School degree/GED with 3+ years client service and/or claims management experience
Producer's License
Previous insurance knowledge and experience managing client relationships
Solid financial acumen

154

Client Service Manager Resume Examples & Samples

Provide proactive and consultative customer service to assigned clients/ brokers
Organize and facilitate regular in-person service meetings with assigned clients
Act as liaison between customer/ broker and all internal departments; ensure all service concerns are addressed and resolved
Develop renewal strategy for each customer, negotiate and prepare renewal package, and present renewals to customers/ brokers
Participate in finalist meetings and broker participations to tell our account management story and help support new business goals
Identify and pursue opportunities for writing new lines of coverage with existing clients
Manage new business installations on assigned accounts; ensure on-time delivery and effective start to client relationships
Demonstrate superior include effective presentation skills, professionalism and articulation of Liberty Mutual products, services, and value to prospects/clients
Maintain timely and accurate documentation of customer interaction in account management database
Represent Liberty Mutual at customer benefit/ health fair meetings; promote Liberty products
Bachelor's degree or equivalent business background plus at least 5 years of relevant commercial lines experience required. Claims experience strongly preferred but not mandatory
Demonstrated ability to express ideas clearly and concisely (both orally and in written form)
Fully effective organizational and interpersonal skills needed to set priorities and manage time to maximize agent and customer interactions. Information gathering, analytical skills and proficiency in systems are required
Demonstrated skills in the areas of negotiation, persuasion, presentation and problem solving
Working toward ARM and/or CPCU preferred

155

Client Service Manager Resume Examples & Samples

Effective oral and written communication skills; proper phone and email etiquette
Detail oriented with strong organizational skills
Basic math and problem solving skills
General understanding of PC with Windows based applications and calculator
Ability to work branch hours
2 or more year’s previous retail banking experience
2 or more year’s previous Leadership or Supervisory Experience
Strong and extensive knowledge of retail product philosophy, policy, procedures, documentation and systems
Proven client service and interpersonal skills
Effective selling, cross selling and referral skills
Strong mathematical, problem-solving, and negation skills
Ability to analyze client credit data and other related financial information
Strong interpersonal & relationship building skills
Previous experience in a financial sales representative oriented role
3+ years of banking experience
1+ years of supervisory or management experience
Ability to work all branch reports on a daily basis
Actively participate in the quarterly Division Operations meetings
Proven ability to mentor and train new staff
Successfully coach to the Banner Way
Proficient in observations, providing constructive on the spot feedback

156

FCC Client Service Manager, VP Resume Examples & Samples

The role will require performing and managing day to day client service functions for Futures, OTC and Open Collateral and providing management responsibilities for Client services team in NY or Tampa
This role will offer extensive exposure to senior management of the business, region, and other firm-wide partners. The team operates in a global functional model with close adjacencies to Prime Finance and Custody Service
Development and administration of Service, control, and management metrics. Lead Client service strategy and initiatives including catalogue of service / taxonomy, email and telephony metrics, measurement, service training, and cost per activity and score carding analysis. Identify client gaps and opportunities for clients and develop solutions to remediate. Focus on bespoke reduction and tracking metrics to ensure targets are achieved. Assist in the governance of client measurement in regular meetings with business partners
Financial industry/ Client Service experience
Business Analysis/ Process reengineering/ Six Sigma/ LEAN experience
Leadership/ Management experience
MS Office
Focus on client services and relationship building
Ability to work well as part of a team and autonomously
Strong leadership/ management experience

157

Client Service Manager Resume Examples & Samples

Meet and exceed goals of increasing Checkpoint customer retention
Sales or account management experience preferred
Tax experience preferred

158

Client Service Manager Resume Examples & Samples

Be the primary point-of-contact between GfK and the client, while being on-site at the client’s North American Headquarters
Educate and train on applications of POS Tracking data and how it can drive business decisions
Provide analytics and communicate insights that align with the clients business issues
Synthesize data and simplify findings to solve client business issues
Make presentations to medium sized groups across the organization (commercial, retail, sales, analytics, etc.)
Establish yourself as at trusted advisor to your clients

159

Client Service Manager Resume Examples & Samples

Educated to a degree level, ideally in Marketing with a minimum of 5 years’ experience in market research, preferably in the Automobile industry
In order to add value, he or she would possess strategic thinking ability, a deep understanding of clients’ needs, able to multi-task and work under pressure
Able to manage projects and the team to contribute towards achievement of financial targets, through developing client relationships, managing key supplier relationships, as well as instilling a learning culture among the team
Possess presentation skills, basic commercial acumen and business writing skills in English
With strong attention to detail and excellent project management skills, the Client Service Manager will also need to be analytical and be good with numbers

160

Client Service Manager Resume Examples & Samples

4 year college degree or related business experience
Knowledge of governmental plan types a plus
Technical knowledge of record keeping systems / processes a plus
Proven excellent customer service skills and progressive probing skills
Strong verbal and written communication skills *Strong commitment to timing and quality standards
Knowledge and understanding of Pension Industry
NASD Series 6, 63, and Life and Health Insurance licensing required within 120 days of employment

161

Executive Assistant / Client Service Manager Resume Examples & Samples

Answer phones and greet clients
Schedule client appointments and maintain the calendar for the Managing Directors
Process business applications through an internal electronic system
Manage and resolve client service problems
Maintain client relationship management system
Prepare advisors for client meetings
Support the business owners with any administrative tasks, as directed

162

Cib-client Service Manager Resume Examples & Samples

Develop and lead a team that is responsive to dynamic organizational and operational changes
Responsible for overall Performance Management and Talent Review process
Prior Experience in Client and Third party banks investigations for Multicurrency payments will be an added advantage
Strong Interpersonal skills to be able to communicate internally & externally and at all levels
Excellent written & oral communication skills in English
Ability to use creative problem solving techniques to solve business issues
An acute client focus
Strong personal computer, project management, and analytical skills
Experience of working / partnering with Risk, Audit and Compliance to ensure that the overall organizational objectives are met

163

Client Service Manager Resume Examples & Samples

Coordinate with all Siemens & customer stakeholders in supporting account activities and processes, e.g. service escalations with Siemens personnel or ISM Vendors
Collaborate closely with equipment service & sales team mates to support customer loyalty & grow Siemens
Partner to drive account evolution & renewal processes
Analyze and resolve client queries in accurate & timely manner
Ensure positive working relationship with clients for business growth
With support understand customer’s business & identify asset management optimization solutions to grow their success, e.g. workflow, utilization, market demographic data, capital planning, etc
Develop with support effective business reporting according to the client needs, e.g., inventory, key Service Operations performance indicates and contract obligations
Review reports for accuracy & integrity
Support coverage & inventory change requests from customers
Develop with support an account management plan to meet customer & business objectives
Provide excellent customer service to ensure customer satisfaction & loyalty
Organize Siemens CSE staff training for performance & skill development as required
Ensure client deliverables are in accordance with company standards
Execute & manage assigned work within allotted timeline & budget
Review & manage supplier payments, Customer invoicing, etc
Execute vendor standard service strategies to support profitable growth & customer satisfaction
Partner with local service & sales team to saupport Siemens growth; i.e., multivendor socket conversion, insourcing
With support manage account meetings, provide agendas and meeting notes with clear who-what-when action plans
Ensure quality standards are met within the Quality Management System
Ensure meet regulatory compliance requirements, e.g. insourcing & vendor qualification
With support manage P&L management accountability to meet or exceeded targets
Central point-of-contact for Customer & other internal and external stakeholders

164

CIB Client Service Manager Fixed Term Contractor for Year-seoul Resume Examples & Samples

Accountability for delivering service related to data analytics; working closely with the client on assigned deliverables. Building relationships with clients to understand client requirements and expectations
Drive resolution and management of client queries, data & reporting collation, delivery issues and tracking of progress; leveraging internal teams as appropriate
Regular contact with multiple areas at clients’ office as well as internally in J.P. Morgan in country and region
Work location: Jeonju
University degree, Masters or MBA preferred
Minimum 4-8 years of experience in financial services industry (Custody Business and/or portfolio servicing environment would be a plus but not a must)
Strong focus in client service management, communication and delivery
Proven experience in building and contributing to high performing teams through the development of self and others, emphasizing continuous learning and growth
Proactively responds and adapts to change - supports and influences strategies to enable business transformation and enhancement
Demonstrated technical, professional, and organizational expertise and a desire to continuously grow and maintain this knowledge
Focuses on accountability, action and outcomes to ensure solutions meet client needs while aligning business deliverables to the firm's mission and goals
As this role will have regular client facing involvement and engagement with senior staff in all areas of Investor Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients
Leadership or people management experience; held responsibilities in staff development and/or acting as senior escalation point within the team
Must be fluent in Korean and English

165

Client Service Manager Resume Examples & Samples

Review fee tariffs in accordance with client agreements and service provision
Monitor client profitability
Liaise with clients to ensure that invoices are paid in a timely manner
Control internal costs and own expenses
Review of risk points associated with Client and operational model
Suggest improvements to operational processes where possible to assist with the increase of client satisfaction and improve profit margins through efficiency

166

Client Service Manager Resume Examples & Samples

Supports one or more Producers and/or Account Executives and is the first line of contact when the Producer or Account Executive is not available
Supports other Branches and/or Regions as needed
Bachelor's degree with 2+ years Property & Casualty insurance experience –OR– High School degree/GED with 10+ years commercial insurance client service experience
Commercial Lines insurance account management experience is required

167

Client Service Manager / Home Care Resume Examples & Samples

A high school graduate, college degree preferred
Organizational skills: ability to handle multiple tasks simultaneously
Ability to provide good customer service
Ability to demonstrate good judgment
Some knowledge of medical terminology, or medical related job experience, desirable
Proficient to advanced computer skills (including but not limited to MSFT Office)

168

Senior Commercial Lines Client Service Manager Resume Examples & Samples

Successfully and profitably provides exceptional service to an assigned group of client accounts
Builds and solidifies relationships with existing clients by providing ongoing customer care
Secures existing business and drives the sale of additional services and lines of coverage
Cultivates relationships with the buyer in the client organization as well as with day-to-day client representatives and buyers
Resolves issues in a manner that’s appropriate for both the client and the Branch
Establishes effective relationships with markets, knowing which markets to use for certain risks, etc
Manages to defined service/marketing timelines and processes
Uses systems, services and resources to execute work as effectively and efficiently as possible
Supports one or more producers and is the first line of contact when the producer is not available
Leads appropriate resources to address the client’s risk management needs
Coaches Client Service Associates through continuous learning, honest feedback, and strong talent development
Conducts periodic audits to ensure compliance to standards and service levels; consistently adheres to service timelines and professional standards
Communicates with carriers
Maintains complete and accurate client and policy data and documents within the Gallagher systems
Bachelor's degree with 5+ years Property & Casualty insurance experience –OR– High School degree/GED with 8+ years commercial insurance client service experience
P&C License
Experience managing middle market or large commercial/risk management accounts
Proficiency in Microsoft Office, specifically Excel
Strong organizational and communication skills
EPIC database experience highly preferred
Ability to travel up to 5% of the time - or less
Ability to work in a fast pace, team environment

169

Senior Client Service Manager Resume Examples & Samples

Responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations that are deemed necessary to the client
Maintain the group strategic direction for Dimension Data accounts
Establish excellent working relationships with the client representatives who also operate at a group level within their business
Advise on the management of the delivery of the service by establishing the relationship with the client, agreeing to the points of interaction and escalation, managing the services budget and ensuring the continuous delivery of the service according to the SLA
Display an analytical orientation and continually identify mechanisms for improved service delivery

170

CIB ETF Client Service Manager Brooklyn Resume Examples & Samples

Maintain comprehensive understanding of market, vendor and regulatory environments to effectively advise ETF clients of implications to their operating environment
Set mutually agreed service standards to determine core and bespoke needs
Ensure business delivers to committed services
Senior escalation point for Client and Operations Service Delivery organization for “Business As Usual” issues
Helps navigate the firm on behalf of the Client
Proactive management to identify trends, issues and opportunities to improve service levels
Manage a governance process of service disciplines
Gather intelligence on the client and disseminate internally
Oversee performance against agreed client expectations
BA (or equivalent), preferably in finance or accounting
5+ years of financial services experience with client servicing and/or client relationship management; ETF experience preferred but not required
Compliance mind-set with a solid understanding of risks associated with the provision of services to clients in our line of business
Is able to summarize, simplify and communicate detailed and complex information to a broad range of team members or clients across the seniority spectrum, whether verbally or written

171

Client Service Manager Resume Examples & Samples

Delivering optimum service to our customers, including corporate client account administration and providing responses to customer inquiries by phone, email or ticketing system as required
Being attentive to client needs and requests meanwhile, demonstrating effective prioritization, time management skills and escalating when appropriate
Managing the administration of share purchase plans, stock options and awards for specific client groups
Developing and maintaining long term client relationships
Effectively documenting and maintaining client processes
Processing timely and accurate data updates, data manipulation and data management by updating the software per client instruction
Proactively participating in ongoing training to expand your own knowledge base
Tracking open issues and escalating internally as appropriate
Identifying errors and potential issues and working collectively with other team members and internal stakeholders to find solutions
Understanding financial reporting and administrative reports
Actively managing customer expectations to ensure maximum satisfaction with Solium's products and services
Willing to work in a strong team environment
Interacting with Relationship Management Team on customer issues and being responsible for client satisfaction
Minimum 3-year customer service, financial and/or operational experience
Successful completion of Certified Equity Professional (CEP) program would be an asset, but not required
Customer service and operational experience, with a passion for providing proactive client-focused solutions
Demonstrated ability to prioritize and multi-task, including escalating when appropriate
Willing to go above and beyond, while maintaining a positive attitude
Understanding of ASC 718, expensing and valuation regulations and requirements, including valuation models is an asset

172

Client Service Manager Resume Examples & Samples

Manage a group of non-qualified clients by independently delivering accurate and timely retirement plan administrative and client services,
Independently establish and maintain effective relationships with non-qualified clients, financial professionals and TRS service teams to ensure client retention, growth of the client service block and profitability for all stakeholders, and
Embody non-qualified core values in all interactions
Bachelor's degree or equivalent and 4+ years of related experience required (non-qualified retirement plan, qualified retirement plan, or financial services experience preferred)
Strong written and oral communication, presentation and negotiation skills required
Must be accurate, organized, able to meet deadlines, and follow-through on tasks and campaigns
Must be able to build and maintain good relationships within the organization
Must have proficiency with MS Word and MS Excel
Demonstrates ability to build solid, trust relationships with clients and stakeholders
Understands retirement concepts
On-site client visits may be required and/or minimum travel required

173

Client Service Manager Trainee Resume Examples & Samples

Bachelor's degree –OR– High School degree/GED with 3+ years client service
Proficient in using technology as a tool to maximize productivity and create high-quality documents
Previous experience managing client relationships
Ability to attend three full weeks of training (2 of the weeks consecutively) at Gallagher’s home office in Rolling Meadows, IL
Proficient in using technology as a tool to maximize productivity and quality

174

Client Service Manager Resume Examples & Samples

Meets and exceeds targets of increasing customer retention and overall territory value via telephone based account management
Reviews existing customer accounts, assessing needs, addressing concerns and presenting new products and/or services
Provides high quality account management and customer support to assigned accounts as defined by management
Communicates and coordinates retention activities with other groups as appropriate
Maintains a working knowledge of company products, special sales programs and marketing efforts
Maintains knowledge of internal business systems to efficiently gather and research customer information, provide accurate pricing and discount information
Accountable for meeting and maintaining established Inbound and Outbound calling metrics
Accurately reports retention activities on all required reports as requested by management in a timely fashion
Participates in product and skills training programs
Excellent verbal and written communication skills including ability to interact

175

Cib-client Service Manager for South Resume Examples & Samples

Full accountability for the service delivery relationship with their assigned clients. Building relationships with clients to understand client requirements and expectations
Personally foster and develop senior level relationships with key clients. In some cases, act as the senior point of contact across Investor Services
Drive resolution and management of client queries, service requests and delivery issues; leveraging internal teams as appropriate
Balances client relationships with risk management to ensure the best outcome for the client and firm
Regular contact with clients at all levels of the heirarchy as well as internally in J.P. Morgan
Seek opportunities and respond to initiatives to improve service levels and efficiency for the business and client
At least 5-8 years of experience in Custody & Fund Services Client Services/Operations/Products

176

Client Service Manager Resume Examples & Samples

Meet and exceed goals of increasing Checkpoint customer retention and overall territory value
Effectively and efficiently meet customer needs and build lasting customer relationships by proactively assessing customer needs, addressing issues/concerns and presenting solutions
Provide high quality account management, customer support and training to assigned accounts
Securing renewals including multi-year agreements in their designated territory
Communicate and coordinate retention activities with other groups as appropriate
Identify new opportunities and provide leads to the Field Sales Team
Maintain knowledge of products and related technologies
Delivering customized training, implementation and technical support to assigned clients
Accurately report retention and training related activities in a timely fashion as requested by management
Moderate amount of travel required

177

Client Service Manager Resume Examples & Samples

Experience managing middle market and large accounts
Knowledge of endorsements and contract language required
Experience working with middle market accounts

178

FX Prime Brokerage Client Service Manager & Team Leader Resume Examples & Samples

Manage a client service team of five, located in New York
Responsible for team disciplines and ensuring client service levels are exceeded
Co-ordinate legal documentation and provide guidance to Citi Legal on terms from a business perspective
Liaise with Credit and assist in providing any necessary documentation per their requirements
Understand fully how Citi’s various margin platforms work
Maintain a hedged proprietary position by ensuring all trade flow exceptions are handled and corrected in conjunction with Citi middle office support persons
Ensure risk is minimized by ensuring continuous review of client process and business procedures
Provide regular MIS to Management and FXPB Sales
Assist in technology development and updates
Work as a partner with Legal to ensure team and clients work within the constraints of market regulation
Streamline operational issues
Work with Global Head of CSR team to strategically plan for future capacity to accommodate client growth
Oversee all administrative tasks a carried out and reviewed
Work closely with regional middle office management, On boarding, and Sales to coordinate strong communication efforts across teams in order to align overall strategy for clients
Prior FX prime brokerage work experience
Knowledge of Citigroup FX systems
Knowledge of EMIR and Dodd Frank regulation
Understanding of CTA operations, credit and legal
Prior experience of managing and mentoring a team
Mature and ability to work independently and under pressure
Ability to interact at a senior level both internally and externally
Customer focused attention to detail and accuracy
Educated to degree level preferred

179

Client Service Manager / Scheduler Resume Examples & Samples

A high school graduate, college degree preferred
Supervisory skills: be able to hold accountable and build rapport with direct care staff
Ability to provide good customer service
Ability to demonstrate good judgment
Proficient to advanced computer skills (including but not limited to MSFT Office)

180

Client Service Manager Resume Examples & Samples

Serve as primary Optum Rx contact for day-to-day tactical support of assigned accounts
Build and maintain trusting relationships with clients and internal/external partners
Use appropriate escalation techniques to ensure client satisfaction
Research and resolve inquiries, including but not limited to ID cards, drug coverage, benefit coverage, claim payments, general eligibility issues, prior authorizations, reports, new group additions, and mail service. Communicate results and status updates to clients
Documentation of all work request through tracking tool
Facilitate client service request by understanding client intent, and identifying needed resources to successfully implement client expectations
Ensure accurate client eligibility processing through reviewing edit and reject reports and communicating to clients regarding these results. Resolve issues as needed
Responsible for coordinating the management responses to identified operational inefficiencies within the department and provide alternative solutions that could positively impact the organization and clients
Proactively identify and recommend solutions for client and operational improvements
Interprets the impact of industry trends and developments in the organization and clients, shares analysis with management and team. Acts as SME on industry topics within client services
Ensuring quick response and follow-up to client inquiries, including returning phone calls and e-mails within 2 hours and attempted resolution of all issues in less than 48 hours
Follow-ups with client within 24 hours after issue resolution
Be familiar with basic client information including but not limited to contract terms, renewals & performance guarantees
Within assigned area of subject matter expertise, accountable for gathering, tracking, analyzing, reporting on operational trends and proposing solutions to organizational gaps
Act as mentor to new & existing staff. Assist with development of training topics and materials. Maybe asked to provide training outside of the client services department
Be a resource to team members by providing back-up support to avoid gaps in delivery of service
Maintain excellent attendance to ensure client and business needs are met

181

Client Service Manager Resume Examples & Samples

Works closely with the CBO Director and CBO Management Staff to address client/practice specific AR issues; identifies problem areas and through regular contact with practice and Regional Director of Operations
Manages client/practice inquiries ensuring timely and accurate responses
Reviews utilization with client/practice and works closely with CBO and client/practice to ensure accurate capture of all revenue
Develops and presents appropriate practice communication plan for onsite meetings, taking into account complexity, practice desires
Documents meeting results, providing practice feedback to Operations and Management
Maintains strict confidentiality in accordance with HIPAA regulations and Company policy
Embodies the principles of the corporate Mission Statement and Philosophy at all times
Well-rounded experience in all levels of Revenue Cycle Management
Healthcare, Coding and Billing experience and knowledge preferred
3 – 4 years previous client relations experience preferred
Ability to interact with tact and diplomacy with individuals from a variety of backgrounds and organizational levels
Ability to effectively communicate both in writing and verbally with colleagues, patients, public, and practice leaders

182

Client Service Manager Resume Examples & Samples

Provide operational and administrative support to the teams responsible for new business development and management of existing clients, engagements and Consultants. This includes ensuring approved business contracts are executed and signed, assisting with the timely collection of receivables, and updating CRM data ensuring accuracy and completeness
Assist the sales and client service teams in the identification and development of new target clients, as well as management of existing client relationships
Support the sales process by preparing business development collateral and presentations for prospective client meetings
Cultivate and expand business relationships with Consultants and clients, through frequent communication, taking a consultative approach to defining the scope of projects, presenting appropriate solutions/qualified Consultants to the client, and negotiating billing arrangements
Utilize exceptional client relationship and communication skills to deliver optimal service, identify future project needs, and achieve high client satisfaction
Manage Consultant schedules, minimizing down time, and communicating regularly regarding additional client needs and/or other appropriate engagements in the pipeline
Consistently and actively participate in networking organizations and events solidifying the RGP brand and presence as a market leader
Stay current on new developments in RGP practice areas, contributing to the thought leadership of our company in areas of expertise, and engaging in practice initiatives
Develop a strong understanding of our company history, philosophy and business model and effectively articulate our unique positioning
Support Regional and Account team goals by actively participating in strategy meetings, including Consultant recruiting and retention, marketing and business development efforts, and operational excellence
Professional Qualifications
Successful candidates generally have a minimum of 2+ years of professional services and/or industry experience
Proven ability to have in-depth discussions with clients in the functional/practice area(s) served by RGP exhibiting strong knowledge to the client
Functional and prior consulting experience in one or more RGP core practice areas, such as accounting and finance, is desired
A high level of enthusiasm for building a business and a personal sense of urgency and capacity to overcome obstacles
Ability to prioritize multiple responsibilities/projects and proven ability to develop business relationships
Thrives in a multi-tasking and fast-paced environment
Demonstrated track record of positive change
Strong professional network in the Tri-State market is desired
High level of proficiency with Microsoft applications such as PowerPoint, Outlook, Word, and Excel
A Bachelor’s degree from a four-year accredited institution is required, and a business designation is a plus
Personal Characteristics

183

Client Service Manager Resume Examples & Samples

Work with DCSs to cultivate and expand existing business relationships through frequent communication and regular client visits. Shadow DCSs and make independent client visits with the goal of managing certain client relationships when appropriate
Assist in matching qualified Consultants' skill sets with client engagement needs. Search internal databases and source job boards to identify candidates to present for open projects. Work with Director of Recruiting as necessary to execute target searches and place ads
Take responsibility for the maintenance and retention of Consultants assigned to specific clients. Arrange and schedule frequent meetings with active Consultants on assigned engagements
Call Consultants about potential projects. Prepare emails to present candidates to clients. Ensure that Consultant profiles are accurate and review pricing for reasonableness and consistency
Prepare and enter paperwork necessary to track projects/engagements in company system. Minimize Consultants "unassigned time" by managing Consultant roll off dates and communicating regularly with Consultants regarding additional client needs and/or other appropriate engagements in the pipelines
Assist client team in ensuring timely receipt of signed business contracts and engagement paperwork. Act as primary interface with Administrative support team
Support team goals of office by participating in strategy meetings, including discussing candidate and Consultant pipeline, marketing strategies, and current challenges
Assist client service team in providing timely collection of receivables by monitoring payment of client invoices and following up with clients on open AR
Assist DCSs in scheduling Consultant Evaluation meetings. Participate as appropriate
Prepare Power Point presentations for client meetings. Support RFP efforts as needed
Support business development efforts by doing research for information on clients and targets and networking as appropriate
Administrative support as required
A Bachelor's degree from a four-year accredited institution is required, and a business designation is a plus
Prior business development experience within professional services preferred
Demonstrated ability to define, refine, and effectively communicate high dollar value propositions to key decision makers
Proven hands-on track record of managing multiple, often competing, priorities, tasks and objectives
A genuine desire to partner with clients and colleagues to achieve mutual success
Minimum of five (5) years of experience
Ability to negotiate and communicate complex concepts/business issues verbally and in writing to clients, consultants and management

184

Client Service Manager Resume Examples & Samples

For A customers may support and provide assistance to service sales people in job take-off, product application, estimating, customer demonstration and performing site surveys and audits
Develops account strategies and sells independently or in a team environment, depending on the account (more independently as higher in level)
Reviews all labor related project estimates prior to customer proposal and booking
May participate on special assignments and/or assist in developing and implementing customer training aimed at improving customer knowledge
Bachelor's Degree preferred, although candidates with an Associates degree in Electronics or equivalent experience will also be considered
Experience in control systems and HVAC applications
Knowledge of engineering and programming
Ability to collaborate with the team
Proficient in MS Office (Word, Excel), SMS, BMS, Estimating, OCV and other Service Related Tools
Frequent travel up to 50% required

185

Client Service Manager Resume Examples & Samples

Single Point Of Accountability (SPOA) to manage the assigned accounts in line with client expectations and TELUS Health service obligations on a 7x24 basis
Act as the principal conduit to/from the customer for communications and escalations
Accountable to manage client relationship to instill client loyalty and satisfaction with a focus on revenue retention and growth
Able to identify opportunities to Sales to support the growth of the business
Responsible to perform regular account reviews, conduct client satisfaction surveys and Post Incident Reports or Investigations with overseeing the closure of client satisfaction improvement initiatives
Other duties as assigned or needed

186

Client Service Manager Resume Examples & Samples

Articulate the Vodafone Service Proposition and build customer confidence and work cohesively with Sales and Account Management teams
Provides support to the Client Service Partner in developing global proposal’s incorporating all local service elements
Provide customers details on service performance and monitor performance during service implementation
Measure and monitor service performance, including SLA measures, and ensure service reports are produced and delivered within agreed timescales

187

Client Service Manager Resume Examples & Samples

Involves space planning, leasing, financial, operational, etc. – working closely with Project Managers, Leasing, Space/CAD & Design and Finance
Developing yearly strategic plans for each site with operating and staff cost input from the Client Facilities Managers. This includes identification and accommodation of growth; identification and collection of substantial vacancy; work with the business units to ensure efficient space utilization; ensure compliance with strategic plan; developing a furniture strategy in conjunction with design; developing plans to implement new standards and national strategies
Support business development, support leasing –Plan & prepare Lease Directive in accordance with prescribed Process, assist with strategies – where best to locate/relocate, downsize or terminate – liaison with Business Units – Strategy delivery and Approval Letter preparation
Ensuring requirements (growth, space, furniture, etc) are identified and approved during plan cycle. Developing plans, capital/expense budgets and reviewing with CBRE/Client Management for operating plan approval
Bachelor's degree (BA/BS) from four-year college or university. 5+ years corporate real estate experience with emphasis on Strategic Planning, Occupancy Planning, and Transaction Management; expertise in corporate finance preferred with 5+ years asset/portfolio management experience
Preference is an Architectural graduate, interior designer (ARIDO) or equivalent
Previous experience in a senior leasing position would be an asset
Ability to provide efficient, timely, reliable and courteous service to customers
Ability to effectively present information. Ability to respond effectively to sensitive issues
Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis
Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations
Ability to balance the integration of the requirements and terms of the contract with the needs of the corporate customers
Proficient use of Microsoft Office Suite Products. Knowledge of real estate-specific software solutions like Tririga, Aperture, AutoCad
Demonstrates leadership/management skills to deal with issues ranging from senior management level to administrative to maintenance/engineering

188

Client Service Manager Resume Examples & Samples

Develops strong working relationships with assigned clients and FIS resources
In the event of a contractual penalty, calculates and processes service level credits, informs billing team, and notifies client on timing of credit receipt
May participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services FIS is offering
Communicates ideas both verbally and in written form in a clear, concise, and professional manner
Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business
Ability to handle projects commensurate with job expectations

189

Cib-client Service Manager Resume Examples & Samples

The CSM is the first point of escalation for clients and internal operations teams. The CSM takes ownership of the issue and will assess, coordinate and manage the issues with the assistance of the relevant internal teams ensuring that service delivery standards are consistent with the terms of the service level agreement
Development and management of Service Level Agreements (SLA's) across all Investor Services products used by the client
Periodic review of the SLA and partner with the Sales and Operations teams to manage proposed scope changes to the SLA
8+ experience in Custody Business and/or portfolio servicing environment
Demonstrated technical, professional, and organizational expertise and a desire to continuously grow and maintain this knowledge
Focuses on accountability, action and outcomes to ensure solutions meet and/or exceed client needs while aligning business deliverables to the firm's mission and goals
As this role will have regular day to day involvement with senior staff in all areas of Investor Services and in client organizations, the person in this role must be confident, able to communicate clearly and able to represent Investor Services at the global level
Mandarin language skills is mandatory for business communication both written and spoken
Base in Beijing, able to travel (not frequent)

190

Client Service Manager Resume Examples & Samples

You will have the opportunity to develop strong stakeholder relationships both internally and with our high net worth client base helping corporate service maintain their No1 overall servicing centre satisfaction position
Chance to work in an area that provides an industry-leading people experience
Creating a high performance environment and effective team working between your team and wider teams
Promoting and continually supporting customer service initiatives, demonstrating a commitment to continual improvement and idea generation
Being responsible for analysis and reporting of team statistics
Being responsible for the overall service performance of the team
Undertaking continuous review of staff training and development needs
Using Performance Management to assist in agreeing individual and team targets, leading, monitoring and motivating up to 14 staff regularly during staff reviews in order to encourage, recognise and reward each individual
Leading, developing and motivating staff within your team against the achievement of service standards and opportunity spotting
Ensuring team members are fully informed through a process of two-way communication, which encourages active participation in the running and ongoing improvement of team performance
Previous team leadership and management experience
The ability to work calmly and constructively under pressure
An understanding of the importance of meeting and exceeding client expectations
A strong level of computer literacy and proficient keyboard skills
A commitment to provide a world-class service and drive our dedication to the client experience
Interview: If you’re successful at assessment we'll invite you to attend a face-to-face interview. We want you to be free to choose an interview time that suits you, so we'll provide some options and ask you to select your preferred timeslot via an online booking system

191

Client Service Manager Resume Examples & Samples

Your excellent interpersonal, verbal and written communication skills
You have the ability to work in a fast paced, deadline oriented environment
You bring an entrepreneurial spirit and the ability to work collaboratively across an organization
Your proven leadership skills
Your project management experience is preferred and business analysis, process improvement and consulting experience is a plus
You have knowledge of the brokerage, family office or RIA industry
Your advanced knowledge of MS Office

192

Cib-client Service Manager Resume Examples & Samples

Handle escalations, take ownership, and provide support and customer service to clients and business areas within JPMorgan
Working with various areas of the bank for client resolution,
Responsible for reporting and overseeing team productivity
Following up on requests, and ensuring timely resolution and follow through
Resolve customer issues and queries in a way that reflects and expresses excellent customer service
Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner
Ensure all complaints are handled appropriately, leveraging the sensitive client process
Ad-hoc initiatives to improve quality create efficiency or improve client experience
Adhere to all departmental and Commercial Banking guidelines
Proactive in raising potential risk/fraud
Flexibility to support adjustments to work load (phone and email)
Ability to quickly adapt and learn new products and technologies

193

Client Service Manager Resume Examples & Samples

Graduate with extensive practical experience, working in service management or business analyst roles
Excellent service management skills : ability to manage multiple client engagements, stakeholders, juggle priorities and deliver to the SLA’s
Prior hands-on experience related to Business Intelligence projects or requirements definition for Information Management
Experience to support complex enterprise architecture solutions
Works willingly and effectively with others in and across the organization to accomplish team goals and is effective working in a matrix environment. Able to work and think independently
Outstanding verbal and written communication skills in at least English language
Ability to empathize with client issues and challenges. Interact with internal and external customers in a professional manner
Experienced in project management methodologies
Worked on projects related to Multi-Channel Marketing / CRM / Incentive compensation solutions in the pharmaceutical industry
ITIL certification
Experience in data management, data warehousing and delivering Dashboard solutions
Experience in a Technology-based Service delivery or Consulting environment
Experience in technologies like mobile applications and cloud-based solutions
Experience in working in decentralized team structures including offshore teams

194

Client Service Manager Resume Examples & Samples

Key understanding of the ‘voice of the customer&#8217
Proven experience in dealing with global customer satisfaction programs
Excellent business acumen, not specifically IT focused
Ability to work effectively with all regional leaders to implement global service offerings

195

Client Service Manager Resume Examples & Samples

Bachelor’s degree or relevant work experience
Minimum of 3 years experience working in financial services
Knowledge of and understanding of Retirement Industry (Non-Qualified plan experience a plus)
Ability to react and adapt to changes in a positive and productive manner
Ability to travel (between 15% – 20% of travel is required), and

196

Client Service Manager Resume Examples & Samples

Detail oriented with strong organizational skills; ability to handle multiple tasks
4 or more year’s previous retail banking experience
4 or more year’s previous Leadership or Supervisory Experience
Demonstrated ability to manage more complex operational issues, including the ability to provide support to other branches in the absence of the Division Operations Manager
Drives operational efficiency through initiating solutions and/or participating in various bank wide projects targeting such improvement
5+ years of banking experience
4+ years of supervisory or management experience
Able to perform all branch functions in the absence of the branch manager
Understanding of branch financials
Lead monthly Operational meetings
Sets expectations and hold individuals accountable

197

CIB Client Service Manager Resume Examples & Samples

Regular contact with multiple areas at clients’ office as well as internally in J.P. Morgan in country and region
Minimum 8 years of experience in Custody Business and/or portfolio servicing environment
Strong focus in client service management, communication and delivery
Proven experience in building and contributing to high performing teams through the development of self and others, emphasizing continuous learning and growth
As this role will have regular client facing involvement and engagement with senior staff in all areas of Investor Services, the person in this role must be confident, articulate and able to represent J.P. Morgan in front of clients

198

Hosting Client Service Manager Resume Examples & Samples

Provide effective and efficient technical services which meet the needs and requirements of client hospital or health system
Assists in account profitability to meet revenue and margin requirements set at the corporate level
Continuous risk identification and appropriate escalation
Identification of risks and opportunities for process improvements. Makes recommendations regarding risk mitigation and process improvement
Effective utilization and management of resource such that milestones/goals are obtained and staff is motivated and competent
Responsibilities include, but are not limited to, analysis, selection and modification of enterprise systems, installation of network hardware/software and database management
Provides direction for the effort required to protect the company’s data, tools and information systems
Consistent efforts to deliver quality solutions as per agreed scope
Document issues with resolutions and share with team members to improve team productivity
Provide data to generate team performance metrics
Take complete ownership for the assigned task and timely inform the progress of the project / task to all stakeholders
Possess functional knowledge of assigned application technology
2-5 years industry experience preferred

199

Client Service Manager Resume Examples & Samples

Ability to build and lead effective, diverse teams
Strong time management skills and ability to handle competing priorities
Ability to adapt to a rapidly changing business and technology environment; must be a change leader
Keen understanding of the financial and banking industries and a working knowledge of the key areas of the bank
Disciplined approach to managing and acting upon key reports and audits
Refined professional presentation skills and face to face client servicing background
Bachelor’s degree strongly preferred and 10 years equivalent work experience with 5 years in customer service
Minimum of 1 year management experience
Proficient PC skills including Word, Excel and PowerPoint

200

Client Service Manager Resume Examples & Samples

Manage any Service Level Agreements (SLA's) for assigned customers and ensure that all contracted/agreed service levels are met for each element of the services delivered
Lead the Continual Process Improvement process with the customer, including recommendations for service upgrades - Proactively monitor SITA customer services, identify improvement and risk areas and own the various service improvement plans
Provide support to develop customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external operations support costs
Comply with SGS Service Management standards, ITIL processes and practices as defined in the Customer Governance, including: - Actively use the intranet CSM Knowledge Base to share key customer documents as required. - Provide service reports to customers and line management. - Proactively seek improvements and innovations in the services delivered by SITA. - Seek feedback from the customer, agree and own the customer(s) Continual Service Improvement Plans (CSIPs). - Lead Operation Review Board, Service Performance Review, or any other service related customer meeting in line with contractual obligations and SGS standards. - Hold regular service reviews with service providers, where required, to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented
Manage other client service staff assigned to support the customer(s)
Organizational knowledge and sensitivity
Common to all CSM profiles
Bachelor's degree in IT, Telecom or Business, or equivalent
SITA Service Management Certification Level 2 (=ITIL Foundations)
ITIL Service Management Certification as per SGS standards Depending on the solution scope of each customer assignment, specific certifications and in-house education is required. Specific to CIS
SITA CIS Education program
Other SITA CIS certifications as per SGS policy (when available) Desktop/EUC - SITA EUC certifications as per SGS policy (when available) Specific to PSL - SITA PSL certifications as per SGS policy (when available) Specific to GSL - SITA GSL certifications as per SGS policy (when available) Specific to ASL - SITA ASL certifications as per SGS policy (when available)

201

Senior Client Service Manager Resume Examples & Samples

Establish and maintain Customer context to align the Services organizations efforts, while providing quality scoping of Customer requirements so that multiple areas of the business can fulfill with ease
Act as a primary point of contact for a Regional/Territory named Customer base, engaging the right resources within Akamai to both manage and escalate business issues
Manage and drive both expectations and compliance with regards to the Customer’s selected Service and Support tier, both with the Customer and inside Akamai
Perform as an active contributor to Regional and Global Customer programs
Accomplish KPI targets set around responsiveness, proactivity, quality and compliance
3+ years’ experience in a Customer-facing environment, such as relationship/client management, account management or similar
Good business writing and communication skills

202

Assistant Client Service Manager Resume Examples & Samples

Provide ITIL-compliant service management to assigned customers
Manage all customer requests for service promptly and professionally
Comply with SGS Service Management standards, ITIL processes and practices as defined in the Customer Governance, including: - Actively use the intranet CSM Knowledge Base to share key customer documents as required - Provide service reports to customers and line management - Proactively seek improvements and innovations in the services delivered by SITA - Seek feedback from the customer, agree and own customers' Continual Service Improvement Plans (CSIPs)- Lead Operation Review Board, Service Performance Review, or any other service related customer meeting in line with contractual obligations and SGS standards - Hold regular service reviews with service providers, where required, to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented
Escalate operational issues as required and act as the operational point of contact for Customers, Users, Service Providers and line management
To manage other client service staff assigned to support the customer(s)
Commercial responsibilities for assigned customers
Contribute to the growth of both SM and OOB revenue of additional services by network orders from the Service Review Meetings
Support SGS territory management during bid support
To develop a close working relationship with SITA's account director (s)/manager(s) and to actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals
To contribute to the evaluation of solutions, resources and costs of dedicated or bundled service management proposals when requested by management
2 years or more experience in a related role, delivering IT services to internal or external customers
1 year or more management experience in a customer facing environment. Working independently desirable
Experience in Airline / Air Transport industry: desirable
Basic product knowledge of key SITA Communication Products (scope depending on services to be supported by customer contract assignments)
Service Management process knowledge (ITIL Service Support & Service Delivery)

203

Client Service Manager Resume Examples & Samples

Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs
Jobs in this function may work closely with sales on renewals and up-selling, but incumbents do not have specific sales goal accountability or primary responsibility to close sales
Account management jobs focused primarily on relationship and service management belong in this family; jobs with significant sales responsibilities or sales-related incentives (including 'OTH' plans) belong in a sales band

204

Client Service Manager Resume Examples & Samples

Enter all driver logs into JJ Keller driver management system. Maintain all records in True North
Maintain Vehicle Maintenance Files & Condition Reports
Maintain driver Qualification, Drug and Alcohol Files
Inform Transportation supervisors of necessary training and DOT com-pliance requirements and due dates
Attend and Participate in all Safety Training courses as directed by supervisor
Identify and coordinate applicable clinics to be used in all required locations across the US

205

Senior Client Service Manager Resume Examples & Samples

Builds, expands, and solidifies relationships with existing clients at all levels within the company
Has retention goals
Bachelor's degree and 5 or more years client coordination and/or claims management experience
Professional designation may be preferred, such as CPCU, CIC or ARM

206

Employee Benefit Client Service Manager Resume Examples & Samples

Manages an assigned book of business and builds, expands, and solidifies relationships with existing clients
Leads appropriate resources to address the client's risk/capital management needs
Cultivates relationships with the most senior buyer in the client organization as well as with day-to-day client representatives and buyers

207

Client Service Manager Resume Examples & Samples

Effective management of the client relationship and resolution of client issues
Provides leadership for those involved in the development, design and optimization of one or more information technology and systems functions supporting business processes and technical information systems platforms
Ensures infrastructure architecture standards maximize efficiency and support platform compatibility
Customer focus and close alignment with the customers’ business objectives
Ensure efforts to continually improve domain knowledge
Ensure the quality of the deliverables as per the defined defects standards
Work under the direction of the Manager to provide application solutions for assigned business areas
Interact with business users to understand new business requirements and enhancement requests
Serve liaison role between application technology vendors, internal IS groups, and business users
Translate business requirements into product-specific designs and configuration, detailed requirement specifications and use cases
BA or BS Degree, and/or relevant business experience
5-10+ years industry experience preferred
10+ years experience in information technology delivery management preferred
10+ years practical experience in providing technical support and maintenance in assigned product preferred

208

Client Service Manager / Principal Consultant Resume Examples & Samples

Identify and develop new business opportunities, and deliver responsive, high quality environmental/consulting services to the environmental sector (e.g., air, water, waste water, storm water, and remediation)
Budget, scope and schedule development, monitoring and adherence for tasks and projects managed
Work with project managers on strategic pursuits, including proposal development and client meetings, and help to maintain strong relationships with key planning leaders within the Texas region
Quality Analysis/Quality Control of key deliverables related to projects and tasks managed, as well as projects and tasks managed by others. Responsible for implementation of firm quality procedures at project and task levels
Prepare technical documents and reports
Pinpoint and market new clients within the greater Texas area
Maintain and grow existing client accounts
Mentor other engineers and environmental staff

209

CIB Investor Services Client Service Manager VP Resume Examples & Samples

Bachelors Degree, MBA or CPA desired
Fluency in Spanish is necessary
Conversational Portuguese is a significant plus
At least 6 years of experience in financial services with client servicing and/or operations, fund accounting or custody background
Strong executive presence, strategic thinking and influencing skills

210

Client Service Manager Resume Examples & Samples

Successfully and profitably manages an assigned group of accounts
Works on renewal and new business marketing
Builds and solidifies relationships with existing clients by providing exceptional ongoing care
In partnership with the Production team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality & timely manner
Bachelor's degree with 3+ years client service and/or claims management experience -OR- High School degree/GED with 8+ years client service and/or claims management experience
Insurance Producer's License

211

Client Service Manager Resume Examples & Samples

Assures client satisfaction by maintaining overall operational relationship for clients. Builds strong partnerships with the Relationship Managers and other client support teams to align business objectives to meet the needs and service expectations of the Clients
May be primary or escalation point of contact for researching and resolving both internal and external issues
Provides ongoing relationship development through proactive efforts, including outbound calls to client Senior Operations Management, in order to increase revenue retention. May Facilitate the Client communication and delivery process as it relates to association releases, regulatory changes, product/platform upgrades, fee revisions and system enhancements. Consistently analyzes and monitors the Client’s processing environment to identify and implement strategies for operational efficiency and cost savings
May manage the overall incidence response process between the Client and First Data. This includes Monitoring and consolidating service level requirements to ensure compliance with Client specific Service Level Agreements (SLA’s)
Communicate SLA performance levels to Clients. Maintains accurate and up to date documentation of the Client architecture, product utilization, and/or processing environment, and custom processes by utilizing appropriate systems and tools to track Client interactions
Works closely with the Project Team for Internal Strategic and Client specific projects and initiatives
Assist with the Client training process as it relates to platform applications, association releases, and product functionality, reports and processes
May Participate in business reviews and/or creating operational performance reviews
May perform regular comprehensive systemic audits on Client portfolios to ensures optimum processing integrity

212

Wholesale Client Service Manager Resume Examples & Samples

Manage the relationship, together with the Client Relationship Managers (CRMs), and ongoing client servicing of the wholesale client base investing in various assets classes
Work with the CRMs to appropriately expand the existing client relationship to the benefit of both the client and UBS which includes exploration of new capabilities and services to improve client outcomes
Act as a first point of contact for queries and requests from wholesale clients and UBS internal departments handle the co-ordination of the client on-boarding process, liaise with relevant internal stakeholders and partner with our corporate centre offices to ensure the client's legal, regulatory and operational needs are understood and adhered to
Identify opportunities to develop new procedures and controls to create more efficient processes

213

Client Service Manager Resume Examples & Samples

Manages new and existing complex client installations, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations. Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation
Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues. Proposes and develops solutions cross functionally to solve non-standard client requests
Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system, etc.)
Supports Sales Team to eliminate their involvement in non-sales activities
Collaborates with Marketing to identify potential clients for case studies for Equinix
Federal Government experience preferred
Minimum of 5+ years in a CSM equivalent role or prior relevant Equinix experience

214

Client Service Manager Resume Examples & Samples

Assist in our Information Management practice in the identification and development of new target clients, as well as management of existing client relationships
Support Account team goals by actively participating in strategy meetings, including Consultant recruiting and retention, marketing and business development efforts, and operational excellence
Bachelor’s degree from a four-year accredited institution is required, and a business designation is a plus
Successful candidates generally have a minimum of 3+ years of professional services and/or industry experience
Functional and prior consulting experience in one or more RGP core practice areas, such as information management/technology, is desired
Strong professional network in the Seattle market is desired
“Hungry” or “Go-getter” mentality
A high level of enthusiasm for building a book of business and a personal sense of urgency and capacity to overcome obstacles

215

CIB Investor Services Client Service Manager Associate Resume Examples & Samples

Bachelors Degree, MBA or CPA desired
At least 6 years of experience in financial services with client servicing and/or operations, fund accounting or custody background
Strong executive presence, strategic thinking and influencing skills
Strong organizational, project management and planning skill sets
Compliance mindset with a solid understanding of risks associated with the provision of services to clients in our line of business
S/he will interface daily with clients and must have the ability to build relationships. Confident presentation skills, persuasive speaking and oral skills are a prerequisite for the success of this profile
An understanding of the major financial products: swaps, fixed income, equities, futures, options, currencies

216

Client Service Manager Resume Examples & Samples

Quality of Work: Accurate, neat, attentive to detail, consistent, takes time to do it right, thorough, high standards, follows procedures
Dependability: Consistent attendance, punctuality, and reliability. Follows policy completely
Communication: Adept at oral and written communication, shares information with peers and supervisors, handles internal and external communications
Internal/External Relationships: Agreeable, constructive, flexible, helps without being asked, handles customers/vendors/outsiders, seeks and maintains good relationships, expedites orders and projects
Judgment: Tactful, displays sensitivity, uses common sense, maintains confidentiality, makes sound decisions, sizes up situations, takes appropriate actions
Organizational Abilities: Sets realistic priorities, organizes time, sets schedules, meets deadlines, completes projects on time, uses time well, does not waste time, ability to coordinate with others
Volume of Work: Keeps up with workload, meets crash programs when necessary, steady, consistent, willing to put in extra effort
Job Knowledge / Technical Skills: Knows what has to be done, seldom needs instruction, proficient in all technical aspects of job, knows how to run equipment, able to work independently, able to instruct, guides and trains others, understands safety/security procedures and maintains them
Motivation: Genuine commitment to job, energetic, self-starting, shows initiative, commitment, positive attitude, enthusiasm, and high energy level
Reaction to Stress: Can be depended upon when deadline pressures intensify, able to remain calm and effective despite irritation or changes in plans and policies, rarely loses temper, shows good frustration tolerance, able to handle irate customers/vendors
Problem Solving: Troubleshoots, quick insight and able to learn, handles complex assignments, analytical, gets to the point quickly
Creativity: Innovative, generates original solutions, develops new options, and suggests improvements, willing to try new concepts
Decisiveness: Willingness to make decisions, makes appropriate decisions, asks questions when needed
Hygiene: Clothing appropriate to work (IE: work clothes, uniform, etc.). Comes to work clean, no offensive odors, appears healthy and clear-eyed – not flushed or pale, alert, physically capable (IE: clear speech, awake)

217

Client Service Manager Resume Examples & Samples

Represents and supports high profile Fiserv clients directly
Serves as a liaison between the Client Care and other internal areas such as Professional Services and Development. Serves as escalation point of contact for reported issues
Maintain thorough understanding of all Fiserv applications and services applicable to our client base
Maintain and build the overall client relationships to ensure satisfaction of all Lending Solutions products. Maintain on-going contact as deemed applicable for each client such as Weekly, Monthly, Quarterly conference calls and on-site as needed
Work with Client Care staff to facilitate the timely resolution of outstanding business/relationship issues each client may have. Maintain relationships with clients to verify satisfaction or to resolve complaints
Through ongoing contact provide support, review business issues, resolve service issues and recommend enhancements, policy/procedure modifications
Works with Account Managers and client care specialists on assigned client requests
Review trends in issue reporting, service and client activity to proactively address potential support challenges, through recommending client training/consulting, use of different features/options, system enhancements or changes in operational support
Coordinates the turnover of clients to client care with newly converted clients. Performs other duties as required
Minimum 3 years experience with financial services, banking, or credit union operations
Account/Relationship management experience
Experience with loan originations/underwriting is a plus
Must be able to interact with others in a positive, professional manner
Excellent teamwork capabilities- ability to work well with all levels of management
Ability to meet critical deadlines
Ability to influence at all levels within the organization
Ability to adapt quickly to changing focus/needs
Ability to prioritize with strong attention to detail and strong organization skills
Ability to multi-task in a very fast-cased environment
15%-20%

218

Client Service Manager Supervisor Resume Examples & Samples

Bachelor's degree wit 3+ years client service and/or claims management experience -OR- High School degree/GED with 8+ years client service and/or claims management experience
Producer's License
Ability to travel up to 25% of the time
Previous insurance knowledge and experience managing client relationships
Solid financial acumen

219

Client Service Manager Resume Examples & Samples

Work with Relationship Manager to develop and execute account plan and manages the commercial aspects of the relationships and delivers against the agreed account plan
Proactively manages client relationships to improve client satisfaction, reference potential and to optimise client retention
Identifies and pursues opportunities for revenue expansion with clients to expand current offering and by involving other parts of Mercer and MMC
Acts as conduit and “face of Mercer” to the client, providing ‘visibility’ of Mercer within the client organisation
Assists the Sales team as appropriate with submissions and tenders
Partners with other Mercer teams to actively promote Mercer services and products to the clients and membership base
Degree qualified in finance or superannuation related fields and RG146 compliant
Minimum 5 years’ experience in client service or business development within a financial services environment
Exceptional relationship management skills, both at the individual and corporate level

220

Client Service Manager Resume Examples & Samples

Respond to queries from distributors and clients
Proactively supply relevant product information, monthly fund factsheets, fund commentaries and manager updates to distributors and clients
Act as liaison between FT internal and external clients in handling client communications, including but not limited to corporate action notices/events, and ensuring timely delivery of information relating to client reporting services/changes
Produce business/country presentation updates
Represent Sales team in internal projects and provide inputs on implementation of new processes, procedures or new product launches
Be a power super in CRM (IRIS) system utilization to ensure all client activities/communications are captured in system in an effective manner
Prepare internal management reports, external reports as per clients’ requirements (e.g. regulatory reports, industry and performance reports)

221

Client Service Manager, Institutional Trust Resume Examples & Samples

Manages the administrative and relationship needs of institutional trust clients
Maintains and develops client relationships exploring opportunities to provide additional products or services. Partners with other Client Relationship Managers and Relationship Managers/Client Executives to expand shared relationships
Cultivates strong working relationships with client contacts. Demonstrates ability to add value by anticipating possible solutions and partnering with client and internal partners to implement
Responds to inquiries from clients and coordinates client activity
Works with internal partners throughout the bank to facilitate implementation of solutions to client needs
Documents services provided, specialized procedures, and on-going written communication with clients in managing daily activity
Develops understanding of client's business, objectives, goals, and market challenges to ensure they are compatible with the bank's market strategy
Recommends new services and products with an awareness of the impact decisions have on the organization
Develops an understanding of client profitability
Travels to client locations with RM/CE on a selected basis where revenue, new business opportunities, and/or servicing require a call
3 - 6 years experience in financial servicing/accounting fields, with client servicing background
Knowledge of trust or asset management, finance, and/or relevant business segment specific issues, usually acquired through work experience, is required to manage client relationships and consult on client needs
Skills in negotiation, leadership, sales, and client servicing are necessary to service the client relationship
Knowledge of applicable industry laws and regulations, usually acquired through prior work experience
Knowledge of portfolio management concepts, usually acquired through formal education or experience, is needed to consult on client needs

222

Client Service Manager Resume Examples & Samples

Leading delivery of onsite & offsite development teams
Setting development priorities & ensuring on-time delivery
Provide best practices for all aspects of the product/service lifecycle and deliver quality solutions that meet desired business outcomes
Provide technical vision and subject matter expertise for enterprise platform development
Partners with Product Owners and business stakeholders to identify, prioritize, incubate, and introduce innovative solutions to the ADP product portfolio
Collaborate to develop conceptual and detailed development plans, and work with internal and external resources to drive the plans to completion
Evaluate and select technical solutions based on business requirements and standards
Own the strategic, tactical, and operational aspects of the product development
3+ years of experience leading and coaching software development teams in an agile model
Able to bring clarity and progress to topics despite being given conflicting requirements
A knack for talent evaluation and driving significant organizational change
Results-focused and passionate about driving teams to build innovative solutions
Experience with agile development methodologies and promoting a continuous improvement mindset and culture
Process driven spirit and mindset who can remain upbeat and creative in a changing business and customer climate
A deep customer focus with the ability to align product and technology strategy to key customer pain points
Enjoys building things from scratch, prefer experimenting with new ideas vs. following the conventional path and aren't afraid to fail as long as you learn from it
Passionate about innovation, particularly how large organizations can use various technologies, partnerships, and even educational institutions to accelerate innovation efforts
Experience in developing product platform
10+ years of application development experience and having full application development to deployment experience
Experience with (SDLC) software methodologies such as Scrum/Agile
Experience in Event based systems, integration technologies (MQ/Message Broker, Kafka/Camel, etc.) Kafka, Camel
Experience in J2EE, Design Patterns and SOA/Integration technologies
Familiarity with Puppet, Artifactory, Jenkins, GIT, Maven
Experience with DSL software development languages environments

223

Client Service Manager Resume Examples & Samples

Train and mentor team members and identify development needs across the team, working with Vice President to coordinate additional training as needed
Serve as an acting backup to the Vice President, providing leadership, guidance and direction to team members in the absence of the director
Analyze team statistics and prepare reports for the Vice President
Work in collaboration with associate to establish Individual Development Plans
Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units
Bachelor's degree or equivalent in education and/or experience
At least 5 years of experience
At least 3 years of direct people leadership experience
Proven experience in leading a team within a service organization
Created, initiated and driven service metrics
Developed and initiated New Client Service Strategies
Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
Strong client relationship building skills
Ability to recognize basic procedural issues as they arise and escalate to the appropriate level

224

Client Service Manager Resume Examples & Samples

Manages all daily activities for an Implementation team, ensuring appropriate support is delivered in an effective and timely manner to both clients and associates. Ensures alignment to the Implementation Breakthrough methodology thus promoting standardization and reinforcing a unified ADP framework. Leverages relationships and collaborates with various cross-functional business partners to enhance the client experience
Responsible for the human resource management activities including maintenance of proper staffing levels, resource optimization, dynamic load-sharing, employee relations, mentoring, talent/career development and rewards/recognition. Ensures that timely and effective training is provided to enhance the skill base of the team and overall department. Encourages, recognizes and rewards ongoing associate development. Uses coaching opportunities to further enhance the associate's performance. Prepares associates for growth opportunities
Works directly with large, geographically dispersed Sales Teams, department/team leaders and clients on escalated situations that require management level involvement, including issue resolution. Continually cultivates, develops and maintains positive business relationships with the Sales organization at all levels
Leads, inspires and ensures appropriate associate ownership and accountability in a geographically-dispersed virtual matrix-managed organization. Establishes and attains clearly defined team and individual goals and objectives. Provides performance feedback versus objectives and conducts annual performance reviews on all associates
In partnership with other Implementation Managers, responsible for meeting performance targets such as new business revenues, associate engagement/ retention and other metrics. Takes a proactive approach to new business management to anticipate and mitigate issues and accurately assess, communicate and address trends
Manages client expectations and monitors deliverables to client. Works as a business partner with client to resolve issues and achieve project goals. Acts as focal point for clients to discuss changes, handle client escalations, and manages strategic changes in business
Proactively contacts clients during implementation process to access their satisfaction and the team's ability to deliver comprehensive solutions. Monitors Implementation quality and productivity using established metrics. Participates in the analysis of client feedback to identify trends, strengths and opportunities. Identifies and implements changes to improve the overall client experience
Participates actively/leads task force teams, advisory boards, kaizens and councils
Minimum of 5 years of directly related experience to the responsibilities of the role
Minimum of 5 years of direct people leadership experience
Bachelor's degree or the equivalent in education and experience
Must sit in the San Dimas, CA or El Paso, TX office

225

Client Service Manager Resume Examples & Samples

Serve as primary Voluntary Benefits client contact and manage all related day-to-day client maintenance, implementation and renewal activities for multiple clients of various complexities simultaneously
Develop, implement and manage project plans outlining tasks, resources, and timelines in conjunction with the client
Define the client’s scope and effectively manage change and risks throughout the ongoing activities
Coordinate and perform all tasks such as plan design, RFP’s, contracts, communications, training, testing, enrollment, carrier files, payroll, billing, and ongoing administration
Develop renewal presentations including recommendations to improve participation, introduce new products and present annual evaluation trends
Complete a revenue/expense analysis for each client to determine profitability viability
Track, summarize and present client expense and enrollment statistics
Support new business activity with the creation of new client presentations, RFP’s and prospecting/selling as needed
Address any client or carrier issues in a timely manner to determine root cause while establishing proper resolution
Support team members with quality checks of various documents, presentations and files
Create effective communication strategies and materials, such as newsletters, benefit summaries and highlight brochures
Present at client meetings, Human Resource seminars, and Benefits Fairs
Train clients and benefit counselors on benefit plans and enrollment processes
Ensure client goals and special projects are met while reporting status to leadership
Initiate, promote and implement continuous improvement of procedures, processes, standards and programs to gain cost-effectiveness and efficiency
Develop and maintain skills, knowledge and proficiencies required to be effective in renewal techniques and in support of client strategies, goals and objectives
Continually build knowledge and skills to keep pace with market trends
Market analysis which includes providing RFPs to the market, analysis of the results and summarizing into a presentation
Vendor and relationship management
Minimum of 3 years of account management, client service and/or project management experience in benefits brokerage and insurance, benefits consulting or benefits administration is required
Demonstrated Voluntary Benefits knowledge is highly preferred
Life and Health License preferred; If not licensed, required to obtain Life and Health License within first 90 days of employment

226

Client Service Manager Resume Examples & Samples

Organizational skills: ability to handle multiple tasks simultaneously
Supervisory skills: be able to hold accountable and build rapport with direct care staff
Some knowledge of medical terminology, or medical related job experience, desirable
Proficient to advanced computer skills (including but not limited to MSFT Office)

227

Client Service Manager Resume Examples & Samples

Day-to-day management and consultancy to clients on accounts
Organise events, sponsorship activations and ticketing/hospitality programmes
Coordination of brand ambassador activity and rights
Assisting in the development of creative ideas, undertaking research as requested to ensure they are possible to implement within specific parameters and budget

228

Client Service Manager Resume Examples & Samples

Communicate effectively with internal and external customers by identifying customer's expectations and develop a strong working relationship. Conduct meetings with customers, Retirement plan service representatives, marketers, CPAs, and attorneys, and present a high degree of professionalism while representing the company
Market company products and services supporting the Total Retirement Suite strategy. Build and retain customer relationships and assets
Anticipate, quickly recognize, and research unusual or complex situations independently. Use creativity, problem solving skills, and in-depth product knowledge for successfully arriving at solutions for retaining clients at risk and resolving complex client issues
Manage Retirement plan services (e.g. reports, compliance, benefit payments) for assigned customers. Anticipate customer needs and assist them with complex plan administration including education and consulting on plan design, compliance, and contract and plan member services, recognizing the effects on customer retirement objectives
Bachelor's degree or equivalent of 8 years’ experience
4+ years related experience in the retirement / financial services industry
Defined Benefit plan administration experience is preferred
FINRA Series 6 registration may be required
Strong written and verbal communication, interpersonal and problem solving skills
Basic math, organizational, reading comprehension, interpretation, negotiation and analytical skills
Requires extensive knowledge and understanding of plan and contract documents, manuals, procedures, and company products and services
Requires advanced business unit knowledge and technical skills, including knowledge of all products, regulations, and laws
Ability to balance working independently with working in a team environment
Ability to coordinate a large volume of customer activities
Some overnight travel may be required to conduct customer meetings independently

229

CIB Investor Services Client Service Manager VP Resume Examples & Samples

At least 6 years of experience at an Asset Management firm, Hedge fund, Private Equity fund, Accounting firm, Fund Administration provider or other financial market organizations servicing clients
Global Custody operations experience
Knowledge of Global Custody, Fund Administration, Mutual Funds and/or Hedge Funds and an awareness of interdependencies of these products
Energetic self-starter, s/he will need to take initiative and operate with a degree of autonomy
S/he will interface daily with clients and must have the poise, experience and ability to build relationships. Confident presentation skills, persuasive verbal and written skills are a prerequisite for the success of this role
Proven ability to work closely with multiple product teams to ensure consistency of service delivery and client satisfaction levels

230

Client Service Manager Resume Examples & Samples

Proactively discuss and/or support products and services, and plan design with plan sponsors
Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion
Assess, recommend and/or create custom client and participant Education Program(S) and schedule participant education workshops with the plan sponsor
Conduct and/or support in-person Annual Plan Reviews for all plans with assets greater than $10m. Conduct and/or support Annual Plan Reviews via conference call for plans under $10M or in person as necessary
Assist Sales in pre-sales meetings by attending in-person or via conference call as necessary
Monitor profitability of clients and recommend appropriate revenue generating products and services
Provides mentoring & constructive feedback to new associates on a consistent basis
Effectively handles escalated calls
Proactively assists with critical clients
Takes part in disaster recovery testing and provides feedback on system enhancements
Bachelor's Degree or its equivalent in education and experience
Demonstrates strong oral/written communication skills
Demonstrates strong listening skills
Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)
Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify)
Proficiency in using payroll and recordkeeping systems
Proven relationship-building skills
Strong time-mgmt, organization and problem solving skills
Ability to coordinate and take the lead on conference calls

231

Client Service Manager Resume Examples & Samples

Series 6, 63, and Life Insurance licensing is required to be obtained within set timing standards
4 year degree or related business experience or advanced degree. Defined Benefit experience desired
Excellent verbal and communication skills and presentation skills
Proven analytical and technical skills
Proven ability to work on multiple tasks simultaneously
Ability to work independently and be a team player
Proven organizational skills and prioritization skills
Ability to think quickly in stressful situations
Ability to communicate ideas in a clear, concise, and articulate manner
Ability to react to change productively and handle other essential tasks as assigned

232

Senior Client Service Manager Resume Examples & Samples

Operates within Payments and Cash Management Client Management team working with HSBC Group's CMB Large Corporate / Mid-Market as well as Global Banking customers in providing and supporting the full range of payments, cash management and Trade related products and solutions. PCM is a provider of choice for clients doing business both domestically and internationally
The jobholder is expected to meet clients and forge strong relations and to assist team members with this relationship building, inclusive of seeking new opportunities, expanding on the existing portfolio, increasing wallet share and generally ensuring the performance of the client. The role holder has to also ensure client satisfaction including identifying and dealing with actual or potential business or relationship risks
Experience leading and developing teams of a geographically diverse nature
While in the process of delivering to meet customers’ expectations, this person is required to ensure that the team operates within the parameters established by external regulators in the region, and is also subject to internal Group parameters. Therefore, a broad knowledge of the business environment and the banking and regulatory framework, as well as a strong working knowledge of HSBC's operations, systems, products and services is required
EBV Target – 5% average growth of team portfolio revenue
Average PCM Wallet Size – Over $500K USD in revenues

233

Client Service Manager, Custody Resume Examples & Samples

Ensures and maintains client service levels to dedicated client by ensuring the timely and accurate delivery of reports/information, attendance at operational meetings both internally and externally with key client contacts
Provides technical expertise for new or complex products/services and oversees the implementation of new processes to support these products/services on an ongoing basis to ensure that client needs are met
Be Subject Matter Expert for Client and internal GFS projects
Assists client and partners with complex problem resolution
Proactively lead the client experience/relationship within GFS
Recommends enhancements to business for client account set-up, products, or services based on inquiries received or actions from Service Reviews

234

Technical Client Service Manager Resume Examples & Samples

Act as the primary interface to the assigned customer(s) dealing with all customer service matters and escalations. Actively manage any customer major incidents or potential major incidents, contribute in technical troubleshooting, ensuring that SITA always meets the agreed service commitments
Proactively identify and analyze trends, anticipate customer technical evolution, make recommendations and resolve complex technical issues and changes
Provide change management technical validation; contribute to the customer operation configuration design & review (preparation, configuration and acceptance testing; perform design and configuration appraisal & audit); provide technical implementation advice and support to Delivery as needed
Manage any Service Level Agreements (SLA's) for assigned customer, by driving the coordination of activities across SITA's Business Units and SITA's service providers, to ensure that issues adversely affecting the delivery of service or affecting customer satisfaction are dealt with speedily and effectively
Proactively monitor SITA customer services, seek improvement and innovations in the services delivered by SITA, identify risk areas & mitigation plans; own the Continual Service Improvement Plans (CSIPs), including recommendations for service upgrades
Ensure preventive actions such as annual MCS failover testing is carried out
Comply with SITA Service Management standards, ITIL processes and practices as defined in the Customer Governance, including
O Maintain customer inventory and documentation
Degree and qualification in IT, Telecommunications or equivalent
Cisco CCNP qualification or CCNP equivalent experience. Ideally, CCI
Riverbed RCSP (WAN optimization, APM, etc) qualification or RCSP equivalent experience
ITIL Service Management (Foundation) is advantageous
5 years of experience managing or supporting complex global network environment
2 years or more experience in global enterprise environment
2 years or more experience in a customer-facing role
In-depth understanding of network operations, and advanced level of knowledge of Cisco Routing and Switching
Strong client service management skills, with superior communications, analytical and problem solving skills
Experience in NPM (Network Performance Monitoring) and APM (Application Performance Monitoring)
Good knowledge on configuration and management of Cisco (routers, switches, ASA, CUCM, etc) and Riverbed products (SteelHead, SteelCentral, etc)
Solid understanding of IPVPN based on MPLS, in-depth knowledge of routing protocols, i.e. BGP, EIGRP, OSPF, RIP, ISIS, etc
Understanding and experience with switching protocols (e.g. STP, PVST+, RSTP, MST, VRRP, HSRP, GLBP) and voice solutions (e.g. Cisco IPT, MS Lync)
Ability to analyze, draw conclusions and propose recommendations to resolve customer’s moderately complex problems
ITIL service operations and service delivery knowledge
Determined to succeed, has a “can-do” attitude, shows positive team spirit co-working in a dynamic, and sometimes unfamiliar environment
Ability to work under pressure and multi-task; ability to manage his/her own time effectively
Ability to build and maintain relationship with peer and management levels both with clients and within SITA
Ability to troubleshoot complex multi-vendor environment VPNs

235

Client Service Manager Resume Examples & Samples

Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools (note: this role is not responsible for opening requests or being the direct point of contact for support or project related items
Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in client’s queue and to discuss available service offerings
Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contacts appropriate product area if “misses” fall within guidelines of a contractual penalty
In the event of a contractual penalty, calculates and processes service level credits, informs billing team and notifies client on timing of credit receipt
Bachelor’s degree in business or related field or the equivalent combination of education, training, or work experience
4+ years of customer service or client management experience
Banking or related financial industry experience is a plus
Ability to work with Microsoft Word, Access, Excel, PowerPoint
Ability to build strong relationships within all levels of a client
Requires human relations, negotiation, and documentation skills

236

Client Service Manager Resume Examples & Samples

Proficient in MS Office (Word, Excel)
Frequent travel among customers throughout the great Puget Sound Area
Associates/Bachelor’s degree in Electronics / Mechanical or other related technical field preferred
Experience in Industrial (PLC) or Commercial Control Systems (DDC/BMS) and HVAC applications preferred
Fundamental knowledge of energy control strategies (CEM and/or LEED certifications preferred)
Proficient with SAP, Oracle, Estimating, Customer Satisfaction Metrics and other Service Related Tools

237

Client Service Manager Resume Examples & Samples

Reports to the Head of Processing Service, with responsibility for leadership and direction of up to 10 associates
Ensure World Class Service delivery to clients
Ensure that all payrolls and associated services are delivered accurately and on time

238

Client Service Manager Resume Examples & Samples

. Articulate the Vodafone Service Proposition and build customer confidence and work cohesively with Sales and Account Management to teams
. Provides support to the Client Service Partner in developing global proposal’s incorporating all local service elements
. Provide customers details on service performance and monitor performance during service implementation

239

Client Service Manager Resume Examples & Samples

Lead daily activities of the team to ensure Client Service needs are met in a timely way
Train and mentor team to enhance Client Satisfaction
Evaluate Associates on performance and complete annual performance appraisals
Enhanced understanding and implementation of Business Unit's strategic goals. Oversee the use of standard process workflows by team
Train and mentor team members and identify development needs across the team, working with Director to coordinate additional training as needed

240

Client Service Manager Resume Examples & Samples

5-10 years experience in information technology delivery management preferred
5-10 years practical experience in providing technical support and maintenance in assigned product preferred
LI-JW1

241

Client Service Manager Resume Examples & Samples

Builds, expands, and solidifies relationships at all levels within the company
Prepare and negotiate fee-based pricing of services, ensuring account profitability in a value-based approach for the scope of service and costs associated with the client service agreement
Proficient in Microsoft Office Suite (Word, Excel, Outlook, Power Point)
Understanding of allocation and invoicing
Ability to do loss and coverage analysis
Ability to create professional coverage summaries and proposals
Some client facing
Ability to have high response time in a fast paced, team oriented environment
Professional designation preferred, such as CPCU, CIC or ARM
Appropriately licensed and/or certified (PA P/C Producer License)
Knowledge of Applied/EPIC Agency Management system a plus

242

Client Service Manager Resume Examples & Samples

Understand the client’s strategy and requirements to enable BNP Paribas Securities Services to deliver on the client needs
Create a strong understanding of the client needs throughout Operations and business generally
Engage the Operations teams in the pursuit of service quality delivery and improvement
Manage the operational contact between client and the operational areas by ensuring a full understanding of the client’s needs and expectations across the organisation and providing clarity for the actions required to service the client
Facilitate the resolution of escalated operational issues within a formal service governance framework
Monitor the performance of the service delivery against the operating procedures and service levels agreed with the client
Use issue logs (query database) for review both internally and with the client
Identify and produce key management information / business metrics (based on the global standards) appropriate to the client relationship that will help manage the client relationship
Ensure formal regular performance reviews are conducted with clients (frequency according to strategic priorities and client needs)
Document, coordinate and resolve problems or issues affecting the quality of service delivery
Be responsible for maintaining action plans, client agreements and Service Level Agreements (SLAs) and ensure they are fit for purpose and up to date
Contribute to product/service development initiatives
Identify and coordinate service delivery modifications in response to changes in the client activities by raising change projects within the existing service scope
Refer new business development opportunities to the Relationship Manager (or cover the role of the relationship manager if no one is assigned to the client)
Ensure consistent messages are delivered to clients around business recovery incidents in accordance to issued guidelines
Ensure an aligned service delivery and communication approach to our clients across our internal business lines
Host client service governance meetings
Manage client review, due diligence and audit visits
Contribute to client strategy meetings with relationship managers
LI-GB2

243

Client Service Manager Resume Examples & Samples

Coordinate the gathering of business requirements and development of functional design specifications
Document plan requirements and coordinate the development of processes & procedures
Establish and cultivate relationship with clients, vendors, carriers and internal departments to ensure successful implementations, renewals and ongoing administration
Develop and monitor Quality and Production initiatives
Lead and manage regularly scheduled meetings associated with the project
Experience with business requirements gathering, definition and documentation techniques is required
Project Management and/or client delivery experience in the benefits broker industry is highly preferred
Experience within a health care, health and welfare consulting, insurance brokerage, human resources consulting, and employee benefits industry is preferred
Related exposure to Benefits Administration, COBRA, FSA and Call Center environments is preferred
Proven ability to successfully manage multiple projects of various complexity simultaneously, prioritize projects, meet deadlines, and operate in a fast-paced work environment
Strong project management and project planning skills
Proven ability to build rapport while providing superior customer service and maintaining positive relationships with internal teams and client contacts
Skills in delegating tasks and responsibilities
Disciplined in summarizing and reporting status/results regularly
Strong organizational, analytical skills and strong attention to detail
Excellent problem analysis, troubleshooting, problem solving and decision making skills
Possess proactive mindset to seeks information to create effective solutions
Skills in coaching, mentoring, teambuilding and motivating others
Ability to work well independently and as a team member
Ability to follow through on and successfully execute tasks while adhering to specified quality standards
Excellent working knowledge in the Microsoft Office Suite, including Word, Excel, Access, Project, and Outlook

244

Client Service Manager Resume Examples & Samples

Manages a client services unit. Conducts the performance management process, identifies training and development needs, and establishes performance standards
Determines staffing needs, making hiring and firing decisions, handles salary administration, and ensures resources are available to accomplish priorities
Participates in developing the business unit strategic plan, and sets goals and priorities based on the direction set for the unit. Follows through to ensure objectives are met
Develops unit(s) budget and manages the expenses for the unit
Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication
Oversees daily operations of client servicing and acts as the technical expert for determining the products and services to meet client needs
Researches and analyzes complex client inquiries. Handles problem client situations offering support and resolution
Develops plans to assist marketing efforts to promote new or existing products and services
Works with vendors and consultants on hardware, software, and network issues regarding the telephone systems
Ensures that staff is trained and updated on new or existing products and services
4 - 6 years of client servicing experience

245

Client Service Manager Resume Examples & Samples

Developing and maintaining an excellent relationship with Customer stakeholders; being seen as a trusted advisor and a natural extension of their own internal teams
Acceptance of the Service Management Design into operational mode
Supporting the design, implementation and acceptance of service management processes developed during Service Transition for new or changed services
Supporting Service Acceptance processes, representing the Verizon Service Management Team
Performing an assurance role in the assessment of Operational Readiness
Working with the Service Transition team to support the development of the Service Portfolio, including the customer-facing Service Catalogue
The on-going management and maintenance of the Service Portfolio
The on-going maintenance, improvement and support of business and operational processes and system integration between the designated customer and Verizon
Monitoring the outcomes of Service and Process Implementation to ensure internal and Customer expectations are met
Driving a Continual Service Improvement (CSI) register, with a particular focus in relation to Cisco Contact Centre and Cisco UCaaS IPT environments, integrating into the global CSI register
The role requires strong team leadership and collaboration skills, enabling them to work with Customer andVerizon staff in functional or cross-functional teams to meet goals, objectives, and responsibilities of the contract agreement
Must be capable of fostering a team atmosphere within Customer and Verizon by interacting with others in an honest and straightforward manner, listening to and valuing the opinions and ideas of others, sharing knowledge, and helping others to accomplish goals
Capable of managing ITSM process roadmap development, and day-to-day hands-on oversight of mission-critical processes
Is required to lead initiatives to proactively seek and develop revenue realisation opportunities
Required to assume responsibility for leading cross-process compliance and design coordination within the Operation and Sales teams
Conduct regular refresher training for the team on processes & policies
Responds flexibly & positively to change through active involvement
Develops and maintains expert level knowledge and skills in technical and professional areas

246

Client Service Manager Resume Examples & Samples

A college degree and minimum of three years of proven leadership experience managing systems and people preferably in a veterinary setting
The ideal candidate will possess excellent communication skills, is client-focused, possessing superb client service skills and has compassion and empathy for pets and people
Succeeds in a fast paced environment, has proven leadership skills, can easily multitask, is adaptable and self-directed, organized, dependable and detail oriented

247

Global Custody / Cash Client Service Manager Resume Examples & Samples

Support local RMs with strategic clients’ onboarding in HBUS daily cash monitoring of USD cash accounts that hold cash for all markets that the strategic clients have opted for, as per their agreement with GC
Support Line Manager and regional GC Client Services teams with the development and maintenance of client account plans, documenting the current relationship and opportunities to expand future products and revenues
Respond to cash queries concerning strategic clients activity, either for the direct USD cash accounts opened with HBUS, as well as for non-USD cash accounts opened with HBEU/HBAP, when needed
Actively communicate any cash issues to dedicated local RMs / Credit teams, as per procedures
Actively follow up with clients on any funding requirements
Escalate unresolved cash issues, as per our procedures, as they could impact our Reg-W monitoring
Respond to GC queries (US and non-US markets) concerning strategic clients GC activity (status of settlements, failed trades, corporate events status, dividends, missing MT564s etc)
Reach out to GC’s Global Service Centers and/or sub-custodian network if needed, for the response of GC day-to-day queries concerning non-US markets
Guide / train Client Service Analysts
Support Line Manager and regional Client Service teams with any GC/Cash-related projects, presentations, and any other documentation requirements (e.g. SLA, DDQ, RFP), when needed
Support onboarding of clients
Monitor strategic clients’ USD cash accounts opened with HBUS, by using local payments and cash systems
Reach out to any clients that had an overdraft balance from previous day. Reach out to clients to fund their cash accounts if they have exhausted their intra-day credit limits. Reach out to clients that are within their intra-day credit limits but have insufficient funds in their accounts and will consequently have an end of day insufficient balance
Contact client RMs where client accounts have insufficient balances at end of day, to request credit approvals. Notify Reg-W Finance, Compliance and Credit in case account remains unfunded resulting in overnight overdraft
Handle all communication an queries regarding cash monitoring, by using our query tracking tool Q-Track
Use GC systems and reporting tools for the handling of queries concerning strategic clients’ GC activity in both US and non-US markets (e.g. GCS, GHSS, PRECIS, HUB)
Settlements status
Corporate Event issues
Debit / Credit entries queries
Follows team’s procedures/DIMs at all times, identifies any areas for update and any procedural/service improvements
Cooperates closely with regional Client Services teams in London, Hong Kong, as well as the CST teams in our Global Service Centers Able to cover during absences within Client Management teams
The jobholder plays an important part to the client service offered by HSS to top tier clients and reports to the Head of Client Management US. The Head of Client Management US reports to the Regional Head of HSS Americas
Direct Custody and Clearing (DCC) is a business area of HSBC Securities Services (HSS) which provides clearing and custody services to clients and forms part of Global Banking & Markets - HSBC Bank USA, N.A. (HBUS). DCC has agreed to offer GC/Cash Client Services to its Affiliates (HBEU & HBAP GC) ‘strategic’ underlying clients who hold USD cash accounts opened directly with HBUS
Specifically, the wider Client Management team plays a multiple role
Behaves as a ‘sub-custody’ (DCC) Client Services team, replacing former US sub-custodians
Behaves as a ‘Fund Services Account/Relationship Management’ team, supporting HSS Ireland’s Fund Services business
Behaves as a GC cash & securities Client Services team, offering cash management services to a specific group of GC HBEU / HBAP clients referred to as “FIG75/Strategic Clients”. These are indirect custody clients for DCC US but hold direct USD cash accounts opened by Global Liquidity & Cash Management (GLCM) in HBUS and also by responding to day-to-day GC queries of operational nature (both US and non-US markets), by accessing key GC systems
Minimum of 5 years of cash & global custody experience in client facing and/or operational roles
High levels of industry/securities markets knowledge (US and non-US)
Knowledge of Custody product offering
Creative thinker with ability to quickly solve problems
Excellent time management and ability to multi-task with minimal supervision
Leadership skills, ability to coach and train staff
Knowledge of Q-Track, HSBCnet, ClientSphere, HUB, CIF, cash/payment systems, global custody systems and SWIFT will be considered a plus
Client focused attitude, with ability to interface and interact with both strong communication and presentation skills, and with a good commercial understanding

248

Client Service Manager, Building Automation Resume Examples & Samples

Manages accounts for all assigned service customers providing outstanding customer satisfaction and retention
Serves as the main contact for all service product lines including: TSP, Extras, Time and Material, Non-Installed Parts, plus Installed Service projects
Ensures customer expectations are met and resolves customer issues in a timely, effective, and professional manner
For A customers may support and provide assistance to service sales people in job take-off, product application, estimating, customer demonstration and performing site surveys and audits
For B and C customers, manages the assigned accounts in their entirety. Identifies adds, upgrades, and escalations to assigned TSPs and Installed Service project to meet customer needs and improve system efficiency
Develops account strategies and sells independently or in a team environment, depending on the account (more independently as higher in level)
Leads quality assurance activities and may lead renewals on assigned accounts
Develops, implements, and executes labor and material plans for TSPs, Extras, T and M and Installed Service jobs
Establishes a work plan and preventative maintenance schedule and project management tasking using the Service Management System (SMS) to fulfill assigned account commitments
Works with coordinators to plan manpower skills and availability, documentation, workload balance and resolves schedule conflicts
Ensures project profitability through achieving plan gross margin levels, billing and collections, and effective cost containment procedures. Skilled at managing all internal accounting and revenue recognition systems and assists with revenue and staffing forecasting activities
Reviews all labor related project estimates prior to customer proposal and booking
May be required to assist in pricing decisions
May participate on special assignments and/or assist in developing and implementing customer training aimed at improving customer knowledge
Bachelor's Degree preferred, although candidates with an Associates degree in Electronics or equivalent experience will also be considered
2-5 years of technical experience in customer management, quotes, quality visits, and work order management
Experience in control systems and HVAC applications
Knowledge of engineering and programming
Strong organizational, verbal and written communication skills
Ability to collaborate with the team
Proficient in MS Office (Word, Excel), SMS, BMS, Estimating, OCV and other Service Related Tools
Individual must possess a valid Driver's license in good standing
Individual must be at least 21 years of age in order to participate in the required Siemens vehicle plan
LI - CAS

249

Transportation Client Service Manager Resume Examples & Samples

Works with one strategic client or multiple smaller clients in transportation market (primarily highway/roads)
Serves as the primary contact with strategic transportation clients to ensure that CH2M has a sustained relationship with the client, achieves complete client satisfaction with work, and fully leverages the relationship to benefit the client and the firm
Ensures that CH2M is the strategic client’s contractor of choice, we have a thorough understanding of the client’s needs, and we are seen as the best advocate for accomplishing the client's goals
Acts as a subject matter expert. Recognized in local and regional client organization associations
Has advanced knowledge of client business objectives and challenges
Understands competitive environment and capabilities of local transportation consulting firms
Wins and negotiates quality revenue-generating work in collaboration with business development and project delivery teams
Help create and endorses the brand promise
Supports community and business organization involvement that complements the clients' and CH2M's interests
Begins establishing external client/market network
Develops simple client political plan and gets support to implement
Identifies enterprise business opportunities within client organization
Identifies, attracts, and integrates regional talent
Is responsible for at least one strategic client that represents a significant portion of the firm’s business in a region. May act as Client Service Manager for several smaller clients in addition to principal client
Consistently maintains contacts at highest client staff and political levels. Develops and maintains consistent relationships with key decision-makers at staff and political levels. Develops personal relationships with assigned clients and with competitors/contractors
Capable of selling broad range of services to the client managed. Develops strategies to expose the client to the full range of capabilities offered by the firm
Is considered the principal link between the client and CH2M
Demonstrates commitment to providing value-based client service. Anticipates client needs and provides best expertise to address needs
Demonstrates client-focused problem solving skills that result in "win-win" solutions
Demonstrates flexibility to deal with the unexpected. Demonstrates a can-do approach that is pragmatic but enthusiastic
Becomes key resource assuming responsibility for client development
Possesses a deep understanding of the client’s full range of consulting needs. Understands the client’s organization and decision-making styles and process
Identifies opportunities to influence and create the client’s perception of CH2M
Possesses a deep understanding of regulations and other external drivers that may affect a client
Develops a Tactical Action Plan (TAP), establishes a budget, and manages the effort to budget
Understands the firm’s goals, strategies, and decisions
Supports collaboration activities with business development, project delivery, and Government Affairs staff
Coaches, mentors, and retains staff
Builds and implements client relationship succession plan
Establishes relationships with internal stakeholders to ensure quality of projects
Develops and implements standard contract negotiations and risk management strategies
Follows enterprise health and safety policies and procedures, and escalates issues
Uses communication and negotiation skills to influence local management and external audiences on issues with a significant local impact
Communicates with client at multiple levels
Develops and implements client/account relationship management team communication plan
Implements Enterprise marketing and branding strategies
Populates and uses appropriate tools (Client Relationship Management (CRM) tool, etc.)
Communicates with global business group/client group leadership
BS or MS degree required in a technical or business discipline
8-10 years exp. at prerequisite level (Skills and experience associated with Client/Account Relationship Manager 1

250

Client Service Manager Cross Discipline Resume Examples & Samples

Provides budget analysis, labor planning, problem resolution and coordination of activities between client and company personnel
Typically utilizes management skills more than technical skills
Lead Client Service Team
Run Bi-weekly client meetings
Coordinate annual AE process for H&W
Train onshore and offshore staff as required
Coordinate with internal Xerox departments to deliver projects and on-going services
Ensure overall Client Satisfaction
Minimum 10 years experience servicing H&W clients. Additional DB/DC experience a plus
Deep knowledge of cross department benefits delivery (Call Center, I.T. Project Implementation, DB/DC integration, Benefits Web capabilities etc)
RKS – H&W Platform Experience
Carrier File Coordination
MS Excel, MS Word, MS Project
Internet
Pass

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