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The Client Coverage Group (CCG) / Client Service Manager position serves as a primary point of contact for clients within the firm. This role oversees the strategy and execution of our front-to-back client experience, partnering with clients and internal teams to deliver exceptional operational service.
Key Responsibilities:
- Build and maintain strong relationships with new and existing clients.
- Provide a single point of contact for clients, addressing operational issues and account management queries in a timely manner.
- Collaborate with lines teams to ensure exceptions are processed efficiently and queries are resolved under client-defined Service Level Expectations (SLE).
- Analyze metrics to assess client efficiency opportunities and identify emerging issues and solutions.
- Partner with Account Managers and Operations Command centers to drive improvement plans and prioritize tech investments, strategic projects, and process improvements that enhance client STP rates, reduce risk, and improve service delivery.
