Service Relationship Manager Resume Samples
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Service Relationship Manager Resume Samples
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PK
P Kuphal
Princess
Kuphal
767 Delores Ramp
Houston
TX
+1 (555) 432 2349
767 Delores Ramp
Houston
TX
Phone
p
+1 (555) 432 2349
Experience
Experience
Phoenix, AZ
Service Relationship Manager
Phoenix, AZ
Reichert-Schinner
Phoenix, AZ
Service Relationship Manager
- Work with ADP MNC Team members to assess workloads and related time lines to effectively prioritize work prior to making commitments to clients for delivery
- Manage all customer situations including high profile escalations producing executive management updates, driving resolution and providing clear feedback
- Ensure comprehensive review of all vendors to ensure that a robust Info sec management framework is in place
- Client Retention - Build a good relationship at the client's senior management level by developing a thorough knowledge of their portfolio and internal culture
- Contract Management - Manage, negotiate renewals and additional business as well as all other commercial transactions
- Potentially supervise the activities and development of assigned Administrative Assistants or Officers to ensure customer service standards are met
- Portfolio management and case management via CRM tool
Houston, TX
Gcg-service Relationship Manager
Houston, TX
Monahan-Bogisich
Houston, TX
Gcg-service Relationship Manager
- Support relationship managers in process, compliance and system consultation
- Perform regular self assessment on compliance and ensure proper documentation of all transactions to be ready for audit at all times
- Perform updates, reviews and cleansing of data entries
- Perform regular self-assessment on compliance and ensure proper documentation of all transactions to be ready for audit at all times
- Support Relationship Managers in process, compliance and system consultation
- Manage and ensure adherence to customer ROE – OWSP Brokerage accounts/Exit country
- Performs regular self-assessment on compliance and ensures proper documentation and to be ready for audit at all times
present
Los Angeles, CA
Service Relationship Manager, Sydney CBD
Los Angeles, CA
Will, Jacobs and Tromp
present
Los Angeles, CA
Service Relationship Manager, Sydney CBD
present
- Continuously look for improvement opportunities to increase customer satisfaction and work efficiency
- Assist and support Citigold Relationship Managers
- Develop a sound knowledge of Citi’s retail banking products to identify referral opportunities for the branch sales teams
- Results oriented – proactive in providing solutions to clients
- Assisting the sales teams with account openings
- Take full ownership and provide solutions to customers’ problems and ensure satisfaction of problem resolution
- Make daily relationship calls to engage and interact with customers at a personalised level
Education
Education
Bachelor’s Degree
Bachelor’s Degree
Oregon State University
Bachelor’s Degree
Skills
Skills
- A good working knowledge in investment products in a retail environment is highly desirable
- Good knowledge of the retail investment and financial planning industries is desirable
- Someone who has ability to strongly influence the actions of others through communication, negotiation, and persuasion
- Strong knowledge of GV Client Services operating model and related resource allocations
- Strong organizational skills with the ability to effectively prioritize work and multi-task
- Ability to demonstrate experience great interaction skills throughout a large organisation
- Demonstrable experience of working in a Service Relationship role suitable to a FTSE100 business
- Strong team player with good relationship management skills and problem-solving skills
- Demonstrate strong knowledge of ADP operational models, products, and procedures
- Strong communication skills
15 Service Relationship Manager resume templates
Read our complete resume writing guides
1
Customer Service Relationship Manager Resume Examples & Samples
- A minimum of 2 years experience in banking or finance is required
- Fluency in verbal and written English is essential, ideally with fluency in one other language (French, German, Dutch, Italian or Spanish)
- Proficient knowledge of Microsoft Applications (Word, Excel, Access, Outlook, PowerPoint) is required
- Candidates should also have a proven track record of managing client relationships, excellent written and oral communication, problem solving, time management and stakeholder management and influencing skills
- Candidates should at a minimum have a 3rd level qualification preferably in business / finance
- Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience however, those with only Leaving Certificate or equivalent qualification will be required to complete a mandatory Citi Certificate in Financial Services course
2
Gcg-service Relationship Manager Resume Examples & Samples
- Service the Citigold customers in account opening, account maintenance and service transactions on our consumer products and services
- Support Relationship Managers in process, compliance and system consultation
- Perform regular self-assessment on compliance and ensure proper documentation of all transactions to be ready for audit at all times
- Comply with Citibank policies and procedures to ensure safety and security of bank’s and customer's asset
- Support cross-selling and referral efforts to contribute towards overall Citigold platform sales
- Experience in the branch is an advantage
- Fresh graduates are open to apply
3
Service Relationship Manager Resume Examples & Samples
- Manage the front end operations activities related to
- Ensure that all transaction checklists are filled in completely and signed by the maker and checked by the checker to minimise documentation lapses. Ensure that the documentation requirements for all transactions are complete, and ensure close tracking of the document deferral process
- Interface with, and have cordial professional relationships with the various external and internal entities that are part of the transaction processing activity chain – such as the Relationship managers, Financial Control, Product, Control and Compliance, Treasury, Credit, Back-end oprerations etc
- Ensure that all customer instructions, requests and queries adhere to the set turnaround time for all the activities handled by the Unit
- Ensure all documents related to customer instructions, requests and queries are tracked and provided to India for storage within agreed TAT
4
Gcg-service Relationship Manager Resume Examples & Samples
- The ideal candidate will fit the following requirements:-
- Review of client AML/KYC (client due diligence for New-To-Bank acquisitions and periodic renewals)
- Tracking of key MIS to assess the Business’ compliance with bank policies and regulations
- Dissemination and implementation of bank policies and regulations appropriate to the Business
- Co-ordinate and manage AML/KYC and control-related projects & initiatives
- Review compliance exceptions/deficiencies identified in the Business, track associated corrective action and undertake adequate reporting
5
ETD Client Service Relationship Manager Resume Examples & Samples
- Managing of high complex clients (banks, institutional clients, family offices, hedge funds & asset managers, who execute and clear options & futures as well as OTC2CCP products
- Setup client visits to identify client needs and strength the relationship
- Educate clients on the UBS ETD front end application SwisKey Clearing
- Co-ordinate client on boarding for new clients
- Setup new client accounts in line with client needs, regulatory reporting & UBS standards
- Create client profiles and ensure that the client setups are correct by period checks
- Advise clients about our clearing offering and identify their needs (connections, reporting, etc)
- Monitor all client related tasks (assignment/exercises, exchange notifications, breaks, margin calls) and ensure that the processes are highly efficient
- Support clients in handling the ETD Business in an efficient way
- Liaise with Sales regarding client commissions. Ensure setups are correct and up-to-date
- Enlarge the relationship within the ETD Industry and increase the ETD Product knowledge
- Inform client about regulatory and market changes
- Increase the client awareness within ETD Operations
- Manage all bespoke services which has been agreed with the client
- Support the front office with client related information (stats, client news, etc)
- Prepare client analysis (breaks and queries, revenues, traded volumes, etc)
- Contribution to Process Improvement Initiatives
6
Gcg-service Relationship Manager Resume Examples & Samples
- Perform regular self assessment on compliance and ensure proper documentation of all transactions to be ready for audit at all times
- Support cross selling and referral efforts to contribute towards overall Citigold platform sales
- At least 2 years of relevant experience in branch frontline service
- Knowledge of banking products and services, as well as exposure to investment products and process would be an advantage
7
Cbna-gcg-service Relationship Manager Resume Examples & Samples
- Train and ensure personal banking team completes mandatory OPNP training
- IT Skills – Microsoft Applications (Excel, Word, Outlook)
- Verbal Reasoning – ability to understand and draw accurate conclusions from written or verbal information, e.g., identify key facts quickly
- Numerical Reasoning – ability to understand and draw quick conclusions from figures and financial information (e.g., risk assessment report, financial reports, graphs, etc.)
- Inductive Reasoning – identifying links between component parts; abstract/conceptual thinking; see how something fits into a wider system (e.g., identifying cross selling opportunities)
8
Cbna-gcg-service Relationship Manager Resume Examples & Samples
- Service the CFSI customers account maintenance and service transactions on our consumer products and services
- Review transactions to monitor and report risk and non-compliance matters
- Perform regular assessment on document deficiencies and ensure proper documentation of all transactions to be ready for audit at all times
- Take full ownership of customers' problems and ensure complete customer satisfaction of problem resolution
- Exercise due diligence in customer care to promote good customer contact experience
- Certification (Optional)
9
Service Relationship Manager, Brisbane Resume Examples & Samples
- Take full ownership and provide solutions to customers’ problems and ensure satisfaction of problem resolution
- RG146 Tier 1 or 2 accredited in managed investments, derivatives, securities and FX is an advantage
- Operational experience in financial services
- Achieving personal work goals and objectives
10
Service Relationship Manager, Perth Resume Examples & Samples
- Exercise due diligence in customer care to ensure good customer contact experience with Citibank, e.g. follow-up and call back to customers
- Make daily relationship calls to engage and interact with customers at a personalised level
- Identify client general financial needs and cross-sell opportunities to refer clients to the appropriate Relationship Professional
- Comply with established bank and external policies and procedures to ensure the confidentiality and security of bank and client assets and information
- Maintain a high standard of ethics and conduct for sound banking operations, business success and the bank’s reputation
- Degree or vocational qualification in business or finance related subject is desirable
- Delivering results and meeting customer expectations
11
Ipb-service Relationship Manager Resume Examples & Samples
- 1-3 year's banking experience ideally in client servicing
- Good communication and Problem solving skills
- Quick learner, Self-starter and should be able to take initiatives
- Good team player and should be able to work well with cross functional teams
- Candidate should be fluent in languages like Hindi (spoken)/Tamil since the customer segment will be Indians
12
Service Relationship Manager Resume Examples & Samples
- Overall service responsibility for the branch walk-ins as well as voice based and ensure seamless service delivery
- Track customer Relationship management
- Cross Sell banking products to walk-ins and while calling
- Transaction processing as per defined process and guidelines
- Processing service request /instructions
- Drive Quality initiatives on customer service
- Meet CSLM score of 90 % for CitiGold
- Ensure all legal, compliance, regulatory requirements are complied with
- Follows the engagement model prescribed by the bank for periodic interaction with the customers (eg:- self introduction calling, welcome calling, relationship calling)
- Handling customer queries
- Help drive service initiatives and cost control measures
- Ensure minimal Ops Errors
- Process Implementation, mentoring & training of new joinees
13
Service Relationship Manager Resume Examples & Samples
- Ensure customer service on priority and that all client queries/grievance received through client e-mails, RMs/service personnel, and/or walk-ins are tracked, redressed and closed effectively – either directly or by escalating to manager/other functions as appropriate
- Ensure all such queries are captured on F1/Promise to callback and close looping done < 48 hours
- Ensure timely customer calling and coordination with back end units for- trade transactions, insurance renewals, account opening, instructions, demat, etc
- Deliver ops and service excellence at benchmark costs. Contribute to Business bottom line through revenue generation and expense control
- Ensure the bank operates with effective process controls and, compliant with regulatory / Citigroup global policies and procedures Measurement
- Ensure effectiveness of Controls and RCSA process: all control ratings to be "satisfactory" and RCSAs to be rated "Effective" in 2011
- Implementation of all Info Sec guidelines, TPISA and other mandates
- Ensure comprehensive review of all vendors to ensure that a robust Info sec management framework is in place
- Ensure both the adoption and effectiveness of the Daily Huddles
- Timely submission of control reports
- Ensure NIL Ops losses
- Coordination with RMs to ensure no KRI breach on NSDL alerts
- Timely execution of customer instructions to avoid compensation/escalation cases
- Ensure proper scrutiny of documents and successful execution
- Ensure notice board displays as per current regulatory requirements
- Ensure timely action on all legal/regulatory notices
- Prior experience in customer service
- Strong communication skills
- Understanding of Citi products and systems
- Ability to service clients well
14
Service Relationship Manager Resume Examples & Samples
- Onboarding – own the end-to-end onboarding process for new client accounts and credit facility set-up from documentation to implementation
- Maintenance - ensure all client information is updated promptly in all systems to ensure smooth operation of client accounts and facilities
- Servicing - make every service engagement a wow experience for clients through ensuring sincere, timely and effective completion of client’s requests
- Minimum of bachelor's degree, any field
- At least 2 years experiences in branch frontline service
- Knowledge of banking products and services; exposure to investment products and processes would be an added advantage
15
Gcg-service Relationship Manager Resume Examples & Samples
- Service the customer in account maintenance and service transactions on our consumer products and services
- Take full ownership of customer problems and ensure complete customer satisfaction of problem resolution
- Support cross selling and referral efforts to contribute towards overall CitiBusiness platform sales
- 2-3 years of experience in a banking industry
- Knowledge of banking products and services, as well as exposure to Trade Operation would be an advantage
- Analytical and meticulous towards works; ability to work and follow through on issue and track for closure independently with minimum supervision
16
Service Relationship Manager Resume Examples & Samples
- Profile existing customer base for additional financial service needs in order to identify cross-selling opportunities through referrals to internal partners within and/or outside of Wealth Management
- Review and analyze legal documents including revocable and irrevocable trusts, wills, real estate, agency agreements, and custody agreements to determine effective administration and compliance with documented provisions
- Potentially supervise the activities and development of assigned Administrative Assistants or Officers to ensure customer service standards are met
17
Service Relationship Manager Resume Examples & Samples
- Profile existing customer base for additional financial service needs in order to identify cross-selling opportunities through referrals to internal partners within and/or outside of Private Client and Institutional Services
- 2-4 years Personal Trust relationship management or related financial services experience Required
- 2-4 years Complexity of relationships and accounts varies from low to high depending upon level and experience
18
Service Relationship Manager Resume Examples & Samples
- Participate in project and working group as well as committees within the organization in order to drive policy and procedural changes in order to improve risk mitigation and work flow efficiency
- Identify financial planning opportunities and collaborate in order to carry out client financial planning initiatives
- 12-15 years Personal Trust Relationship Management Experience Required
- 12-15 years Complexity of relationships and accounts varies from low to high depending upon level and experience
19
Service Relationship Manager Resume Examples & Samples
- Secondary Responsibilities
- Candidate Specifications
- Strong client centric approach
- Should be a good team player
- Cross sell ability
20
Service Relationship Manager Resume Examples & Samples
- Engage FAs directly by visiting offices or over the phone to deliver one on one training
- Interact with FA and office staff to understand business process and solicit ideas for client experience improvements
- Lead Projects in partnership with member groups
- In-depth understanding of annuity service and distribution
- The ability to speak credibly to process and procedures
- Change agent - Ability to partner effectively and influence change
- Strong executive presence and business acumen
- Approximate 25-50% travel may be required
- 3-5 years annuities or related experience required
- FINRA Series 6, 63 (or 7, 66) and State Insurance license
21
Service Relationship Manager Resume Examples & Samples
- Ensure that in branch customer experience is world class through seamless service delivery, minimal wait time and service desk and proactive customer engagement
- Cross sell banking products to walk-ins and while calling
- Drive quality initiatives on customer service
- Follows the engagement model prescribed by the bank for periodic interaction with the customers (e.g. self introduction calling, welcome calling, relationship calling)
- Process implementation, mentoring and training of new joinees
- Full adherence to compliance, legal and regulatory standards
- Satisfactory audit rating
22
Service Relationship Manager Client Manager Resume Examples & Samples
- SRM act as senior escalation point cross product from an issue management perspective to drive resolution
- SRM coordinate client specific projects / initiatives, act as a gatekeeper to monitor internal client performance / drive improvements
- Regular relationship visits to assess operational issues the client may be facing, discuss Markit Initiatives, and drive vendor/STP connectivity to identify mutual efficiency opportunities
- Support Global Markets to ensure regulatory compliance of Regulatory Protocols and coordination of Regulatory Remediation Projects (DF, EMIR, and FATCA)
- Identify recurring problems caused by DB’s internal process and provide resolution
- Interact with sales to understand the client trading profile and keep updated on new activity
- Ensure client has current list of DB operations contacts and that DB in turn, has an updated client contact list
- Escalate where appropriate and capability to prioritise across DB support functions
- Client education and advisory
23
Service Relationship Manager Resume Examples & Samples
- Ensure the bank operates with effective process controls and, compliant with regulatory/Citigroup global policies and procedures Measurement
- Ensure effectiveness of Controls and RCSA process
- All Control ratings to be “satisfactory” and RCSAs to be rated “Effective” in 2011
- Graduates with >=5 years of experience
24
Service Relationship Manager Resume Examples & Samples
- Meet CSLM score of 90% for CitiGold
- Follows the engagement model prescribed by the bank for periodic interaction with the customers (e.g:- self introduction calling, welcome calling, relationship calling)
- Process Implementation, mentoring and training of new joinees
- Graduate/post graduate
25
Service Relationship Manager Resume Examples & Samples
- Assist and support Citigold Relationship Managers
- A good working knowledge in investment products in a retail environment is highly desirable
- Good knowledge of the retail investment and financial planning industries is desirable
- Following instructions and feedback
- Relating and networking
26
Service Relationship Manager, Sydney CBD Resume Examples & Samples
- Develop strong customer relationships and build customer loyalty through consistent delivery of error-free and timely service to meet customer needs
- Maintain a high standard of accurate and error free work, which reduces compliance breaches to include minimising and reducing critical errors and write offs
- Contribute to branch operational efficiencies to enable branch to achieve plan
- Frontline service experience – possess strong experience of branch frontline service in the banking industry
- Coping with pressures and setbacks
- Adhering to principles and values
27
Food Service Relationship Manager Resume Examples & Samples
- 65% Sales Activation – Develop & Execute Plans to Grow Volume and Profitability
- Align with the CFNA team to develop and support relevant customer insights and relationships with targeted customers
- Develop and execute business objectives together with the CFNA (commercial and marketing) teams
- Lead and cultivate genuine relationship behaviors with the CFNA teams, salt and customer facing functions
- Align price strategies and overall accountabilities in collaboration with the product managers
- Work with the Salt food product line manager and CFNA marketing teams to align market messaging and presentation work
- Demonstrate project management leadership, including the ability to articulate current and future strategy activities and resulting impact on the internal and external customer
- Provide timely and accurate product forecast data
- Lead and manage all trade promotion activity including ongoing management against trade spend threshold reporting
- 20% Competitive Intelligence
- Gain competitive intelligence including pricing and market capacity as available to communicate market and competitive info to the business
- Benchmark our value proposition against our competitors. Identify differences/gaps
- 15%Influencial Management
- Ensure communication across all stakeholders on customer expectations and execution requirements
- Demonstrate leadership skills, including a high level of trust, clear communication and attention to detail
- Bachelor’s degree OR 12 years of business work experience
- Minimum 8 years of sales, product development and/or related food industry experience
- Previous experience selling value added products
- Proven ability to behave in accordance with Cargill values and ethics
- Deep understanding of customer perspectives/needs and ability to develop/execute a strategic sales plan directly with customers. Proven business acumen. Demonstrated professional leadership and customer presence
- Demonstrate teamwork and the ability to effectively collaborate with all levels of customers and our internal organization. Proven ability to influence, lead and engage teams without a formal reporting structure or authority
- Demonstrated ability to work independently without direct supervision in the field, with a proven ability to execute and meet sales goals. Must have strong problem solving and organizational skills
- Must have strong written and verbal communication skills, inclusive of both presentation and computer skills
- Understanding of plant operations/processes, food safety/quality requirements and customer CSR/Sustainability expectations
- Completed Sales Effectiveness training
28
Service Relationship Manager, Sydney CBD Resume Examples & Samples
- Client document preparation on behalf of sales staff
- Managing client enquiries and requests such as
- Bank cheque issuance
- Telegraphic transfers
- General credit card/Mortgage Credit enquiries
- Complete, collate and maintain daily management information statistics and reports
- Develop a sound knowledge of Citi’s retail banking products to identify referral opportunities for the branch sales teams
- Banking and/or compliance operations experience within financial services is desirable
- Strong attention to detail and the ability to work effectively in a team environment
- Results oriented – proactive in providing solutions to clients
- The ability to multi-task and prioritize workload
29
Service Relationship Manager, Chatswood Resume Examples & Samples
- Assisting the sales teams with account openings
- New account packs and revenue review
- Statement requests
- Customer Service Quality
30
Service Relationship Manager Resume Examples & Samples
- Client Retention - Build a good relationship at the client's senior management level by developing a thorough knowledge of their portfolio and internal culture
- Service Delivery - Operational oversight of all services delivered, escalation management as SPOC (Single Point of Contract) problem solving and issue resolution
- Contract Management - Manage, negotiate renewals and additional business as well as all other commercial transactions
- Communications - Champion ADP´s brand, leadership, products and services to ensure clients engagement
- Client Engagement and Encouragement of references - Increase the reference client base by getting your clients actively involved in the
- ADP Streamline Client Reference Program and client survey initiatives
- Monitor and manage the client relationship and ensure satisfaction at headquarter level
- Advocate your clients' needs and the efforts of other business units within the ADP organization that are outside your direct influence
- Produce results while acting seamlessly as SPOC to the client.Conduct regular Service Reviews on operational service delivery, and
- ADP updates on products and services
- Act as primary point for client escalation through resolution/tracking
- Create, maintain and manage the action log to improve the client experience
- Facilitate client to the adoption of ADP Streamline Central Services and support them in the move to the ADP Streamline´s service model (i.e. Consolidated Reporting)
- Deliver presentations to internal and external executives
- Submit proactive recommendations on client relationship improvement and internal ADP processes
- Monitor and oversee client performance under the terms of the contract, including service delivery
- Portfolio management and case management via CRM tool
31
Service Relationship Manager Resume Examples & Samples
- Bachelor degree of any discipline from reputable university with min. GPA of 3
- Service background with proven track record would be an advantage
- Demonstrated strong service attitude, people oriented with pleasant personality
- English proficiency, other language would be an added value
- Ability to work under pressure and adapt to flexible working hours
32
Service Relationship Manager Resume Examples & Samples
- Act as the customer’s non-technical primary Point of Contact for Services and Support
- Ensure the correct setup of services, and provide training on tools and procedures to assure the customer experience
- Track service delivery to ensure Fortinet meets or exceeds operational KPIs to maximize customer satisfaction and ensure service renewals
- Respond to questions and queries in relation to services
- Build virtual teams to facilitate communications with the services delivery teams, the customer, the sales teams and any other internal or external organizations
- Create account plans including clearly aligned operational procedures for critical incidents
- Maintains an intimate understanding of Fortinet’s support and service capabilities
- Address any customer satisfaction issues across the customer’s organization and follow up
- Deliver service reviews and track agreed corrective actions
- Lead technical support ticket reviews ensuring appropriate responses from delivery teams
- Manage all customer situations including high profile escalations producing executive management updates, driving resolution and providing clear feedback
- Attends regular meetings with assigned customers to assure their level of understanding of services purchased and being delivered
- Facilitate Professional Services engagements
- Perform regular risk assessments to put in place pro-active actions aimed at avoiding incidents, improving process or efficiency
- Analytical Ability – effectiveness in analyzing situations and identifying key issues
- Planning and execution – defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines
33
Service Relationship Manager Resume Examples & Samples
- Educational Degree or vocational qualification in business or finance related subject is desirable
- Tier 1 or 2 accredited in managed investments, derivatives, Securities and FX
- Previous Industry Experience
- Licenses RG146
34
Service Relationship Manager Resume Examples & Samples
- Demonstrable experience of working in a Service Relationship role suitable to a FTSE100 business
- Ability to demonstrate experience great interaction skills throughout a large organisation
- Experience of working in a mixed Internal and External outsourced model
- Experience of Driving commercial and operational value from existing and new partners
35
Service Relationship Manager Resume Examples & Samples
- 3+ years of experience in Sales / Negotiation management and Strategic management
- 3+ years proven experience in project management and project coordination
- 2+ years of People / Project team management or 2+ years in the field of payroll services/outsourcing experience
36
Service Relationship Manager Resume Examples & Samples
- Experience of working within business continuity, healthcare, legal or regulated industries is desirable
- Previous KPI and SLA achievement are really important
- The ability to create and understand reports
- Any escalations handling experience would be great
- Certification to ITIL v3 framework is desirable
37
Service Relationship Manager, Americas Resume Examples & Samples
- Overseeing all service and support initiatives for a designated portfolio of customers within a region / sub region, ensuring that customers’ service expectations are addressed and met
- Understanding the perception of Thomson Reuters service across accounts and leading any associated service improvement initiatives to deliver continual improvement of customer satisfaction and Thomson Reuters reputation
- Advocating the ‘voice of the customer’ internally to business, operations and delivery groups within Thomson Reuters, guiding them to understand the customer experience and make investment decisions pursuant to improving the customers’ experience
- Working in partnership with Go To Market to drive improvements to the customers’ experience, improve customer retention and reduce service risks
- Leading key service improvements to deliver a superior customer experience with Thomson Reuters
- Establishing key relationships with our customers and leading customer service meetings and engagements as required
- To provide customers and Go To Market teams with fast, value-add information and talking points during major incidents
- Ownership of the overall Service relationship of clients in the designated portfolio
- Defining service related and support initiatives, as they pertain to customers, mobilizing resources, establishing accountability and ownership, ensuring that the desired outcomes are achieved to the benefit of customers and customer retention
- Listening to, and acting upon, customers’ concerns and needs to address and improve their perception of Thomson Reuters service across accounts
- Managing and bringing “voice of the customer” into the organization to influence investment and deliver improvements that result in direct customer benefit
- Promoting service successes and improvements internally, building confidence in Thomson Reuters service performance, protecting revenue and ensuring that Thomson Reuters service performance is not an obstacle to growth
- Managing customer service escalations in partnership with other service-focused teams to resolve and address customer concerns of Thomson Reuters to mitigate recurrence
- Play an integral role in the Incident Management process representing the real-time impact on customers and providing Thomson Reuters front-line with informative communications
- Participating in customer forums
- Establishing regular customer service engagements, collating, recording and communicating the local and global service improvement actions and deliverables within Thomson Reuters
- Utilizing intelligent data and customer input to identify systematic service issues, service trends and drive proactive service improvement and requirements
- Establishing key relationships within the customers’ service and support organizations
- Developing relationships internally with key service delivery partners
- Working with account teams to help them understand how best to address their customer’s service needs and how they can contribute to service improvement
- Managing and driving resolution for customers that have been identified as dissatisfied or at risk
38
Service & Relationship Manager Resume Examples & Samples
- Be experienced in delivering or supporting business growth programmes
- Have a strong track record of delivering services in an outcome focussed environment
- Demonstrate an ability to lead and develop teams to deliver exceptional service
- Be highly experienced at developing client relationships that are focussed on adding value
- Be excellent at analysing, drawing insights from, and providing client value from complex data
- Have a track record in exploiting sector insight and market trends to add value to clients
- Have a focus of detail and quality
- Have excellent presentation skills
- Be proficient in Microsoft Office packages (including Excel, Word, PowerPoint and Outlook)
39
Service Relationship Manager Resume Examples & Samples
- Liaise with assigned MNC clients and ADP MNC Operations in an effort to effectively coordinate service delivery activities throughout the MNC business model
- Act as escalation and coordination point to resolve high profile and/or critical issues occurring between the client and multiple ADP organizations
- Work with ADP MNC Team members to assess workloads and related time lines to effectively prioritize work prior to making commitments to clients for delivery
- Assist client and ADP MNC in planning and coordinating for events that cause business impact to either party (upgrades, operational model changes, designated contact transitions, etc.)
- Identify and recommend improvements that benefit the operational model for client and ADP MNC
- Act as a liaison for Implementation for Transition activities
- Someone who has ability to strongly influence the actions of others through communication, negotiation, and persuasion
- Strong organizational skills with the ability to effectively prioritize work and multi-task
40
Customer Service Relationship Manager Resume Examples & Samples
- Overall accountability for customer service daily operations and performance
- Supports creation of CS Channel as a Sales and Revenue channel
- Approves and monitors team credit requests for customer returns and claims for non-delivery ensuring adherence to policy to protect revenue and reduce cost
- Reviews and supports the design and implementation of processes and procedures that keep the customer need in sharp focus
- Ensure the team and outsourcer comply with internal and external regulatory requirements policy and system controls ( PCI DSS, FCA and other audit requirements)
41
Senior Service Relationship Manager Resume Examples & Samples
- Proactively monitor and advise client and MNC Operational Teams on critical issues affecting service delivery
- Work together with client and ADP MNC groups to assess impact of issues and to assist in determining appropriate courses of action. Manage and monitor action plans in accordance with agreements
- Recommend, develop and maintain effective issue tracking tools (spreadsheets, reports, etc.) to ensure effective communication on progression of outstanding issues
- Acts as the client and/or ADP MNC advocate, as appropriate, to ensure adherence to required service delivery model
- Compile, review, and deliver operational performance metrics to assigned client organizations
- Act as subject matter expert for prospect and/or client workshops related to the MNC Operational model
- Strong knowledge of GV Client Services operating model and related resource allocations
- Strong payroll industry expertise including competency and knowledge of the payroll processing and legislative requirements of at least one primary country
- Demonstrate strong knowledge of ADP operational models, products, and procedures
- Ability to work under pressure while meeting deadlines
- Well-developed inter-personal skills, with an ability to communicate well at all organizational levels
- Self-starter, able to work effectively with limited supervision
42
Gcg-service Relationship Manager Resume Examples & Samples
- At least 3 year experience in banking industry, preferably in a banking operations unit
- Knowledge of banking products and services as well as exposure to investment products and processes would be an advantage
- Keen and fast learner
- High integrity
43
Gcg-service Relationship Manager Resume Examples & Samples
- Perform updates, reviews and cleansing of data entries
- Support deal rectifications, STP Lodgements, maintenance of KYC, passport details update, etc
- Maintenance of investment transactions approved listing
- Process and review W8/W9 forms, Secured Form, STP Phone, AIR, SPF (new and renewal) etc
- Review COLD Report
- Manage and ensure adherence to customer ROE – OWSP Brokerage accounts/Exit country
- Support the effective implementation of processes to bring about efficiency and improvements
- Support efforts that result in remarkable customer experience
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Annuities Service Relationship Manager Resume Examples & Samples
- Partner with Sales Teams to educate Financial Advisors and office staff on Prudential's service capabilities
- Engage Financial Advisors directly by visiting offices or over the phone to deliver one on one training
- Deliver presentations on "The Service Experience and How to do Business with Prudential"
- Interact with Financial Advisors and office staff to understand business process and solicit ideas for client experience improvements
- Partner with Strategic Relationship Management Team as the Service Representative on assigned Partner Firms
- Travel to firms and attend firm conferences specific to service/operations
- Coordinate the execution of firm service initiatives with Prudential
- Coordinate with other service areas to ensure Service is meeting firm expectations
- Participate in industry groups to drive initiatives that improve customer experience and efficiency across carriers and partner firms
- Attend conferences and working groups
- Drive initiatives within the Prudential Enterprise to comply with industry group objectives
- Partner with service leadership on recommendations for improvements to service model
- Participate on project teams responsible for implementation of such recommendations
- Represent Partner Services in Projects within and outside of service area
- Be a strong client advocate across the service organization
- Position requires FINRA Series 6 and 63 or 7 and 66 licenses as well as State Insurance license or to obtain licenses within 150 days of hire
- Minimum of 1 year of Annuities operations experience required. In-depth understanding of annuity service and distribution
- Serve as change agent - Possess ability to partner effectively and influence change
- Confident communication and presentation skills
- Approximate 25-50% travel
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Service Relationship Manager, ANZ Resume Examples & Samples
- Own the overall service relationship of clients in the designated sub region
- Responsible to define and integrate service related and support initiatives to ensure the achieved desired outcomes are to the benefit of customer
- Manage and address customers concerns to lead to improvement of their perception of Thomson Reuters service across accounts, with a continual commitment to improve Thomson Reuters reputation
- Manage and drive resolution from customer dissatisfaction and customers identified at risk
- Foster and deepen key relationships internally and externally to create broad acceptance to address customer service needs and how they can contribute to service improvement
- Accountable to ensure visibility of service successes and improvement internally to raise confidence level with Thomson Reuters service performance while protecting revenue and ensuring that service is not an obstacle to customer retention and growth
- Perform an integral role by actively engaging and participating in Global Client Service Forum processes
- Utilize intelligent data and customer input to identify systematic service issue and drive service improvement
- Serve as primary point of contact and assume overall customer service escalation management which not only respond to their immediate needs but addresses the root cause of issues and improve service across the customer base
- Key role in the Incident Management process representing the real-time impact on customers and providing front-line with regular and information communications
- Bachelor degree with at least 5 years of relevant financial industry experience at medium to large sell or buy side firms, market data or finance technology vendor working directly with customers. MBA preferred
- ITIL V3 certification desirable
- Knowledge and experience with Thomson Reuters’ products and technologies
- Demonstrates an understanding of complex technologies, data content and financial markets
- Excellent understand of the customer experience and priorities
- Excellent communicator with various level of internal and external employees
- Ability to demonstrate leadership, organizational, and consultative skills
- Ability to manage through influence and to create and maintain virtual teams
- Must be able to grasp concepts quickly and apply them in a variety of context
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Service Relationship Manager Resume Examples & Samples
- Service the CitiGold customers in account opening, account maintenance and service transactions on our consumer products and services
- Review Cold reports on anti-money laundering activities and compliance on Unit Trust transactions to monitor and report risk and non-compliance matters
- Exercise due diligence in customer care to ensure good customer contact experience with Citibank
- Comply with Citibank policies and procedures to ensure safety and security of bank's and customer's asset
- Support cross selling and referral efforts to contribute towards overall CitiGold platform sales
- At least 3 years experiences in branch frontline service
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Service Relationship Manager, Chatswood Resume Examples & Samples
- Diploma of Financial Planning is highly desirable
- Good understanding of industry legislative and compliance regime
- Mandarin speaking skills essential Chatswood/ Sydney CBD location
- Please nominate preferred location in application
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Service Relationship Manager, Collins St Resume Examples & Samples
- Primarily serve the CitiGold customers on Wealth Management Banking needs
- Exercise due diligence and independence when reviewing requests from Branch Sales Staff
- Continuously look for improvement opportunities to increase customer satisfaction and work efficiency
- RG146 Tier 1 or 2 accredited in managed investments, derivatives, securities and FX
- Working with people
