Client Services Manager
2 weeks ago
To be effective in the role,
**You will**:
l Manage and lead the Client Services team and maintain a high standard of customer satisfaction and manage day to day running of the team and implement procedures and process to ensure service quality and KPIs
l Drive and develop innovation and digitalization projects to better enhance our customer service experience
l Manage client expectations and resolve any potential disputes and complaints
l Lead the team when it comes to dealing and liquidation matters
**Requirements**:
You are,
l An experienced professional with at least 2 - 5 years of track record
l Driven, flexible and highly motivated to get things done
l Familiar with financial products like equities / CFD / derivatives and services
l Accreditation in CMFAS 1a, 5, 6 and 6a will be a strong advantage
l Expected to work closely with overseas office in China and Hong Kong hence proficiency in mandarin will be an added plusAllocate and manage client servicesCoordinating ongoing client support and service and managing client accountsEnsure individual client services are functioningMaintain a client retention and client satisfaction percentage of 80%Improve service and maintain client relationshipsEnsure successful project delivery and client satisfactionServe as key client contact for assigned projects/clientsManage client satisfaction and achievement of client specific KPISuggest modifications to internal processes as needed for financial controlProvide outstanding client service to institutional clientsChange according to client requirements and/or client siteCommunicate regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retentionDirect the daily operations of the client services teamEstablish strong working relationships with client project teams to enhance client satisfaction and promote repeat businessDeveloping and conducting client development and sales training for professional staffTracking business/client development efforts companyServe as the primary business contact for client and work with operational teams to ensure client satisfactionUnderstand the client's industryServe as the primary liaison between client and the assigned clientPrepared for all client meetings
Not Specified
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