Client Service Manager

At Broadridge weve built a culture where the highest goal is to empower others to accomplish more. If youre passionate about developing your career while helping others along the way come join the Broadridge team.

Broadridge is looking to hire a Client Services Manager who will be responsible for delivering an exceptional client service experience to German bank and broker clients by ensuring high-quality timely and effective management of client queries. The role ensures workloads are appropriately allocated service standards are consistently achieved and all client enquiries are handled in line with agreed SLAs.

As the primary point of contact for German bank broker clients you will be accountable for managing day-to-day queries resolving issues handling escalations and addressing client concerns promptly and professionally.

• Act as the primary relationship contact for German bank broker clients supporting proxy voting requirements and ensuring consistently high service standards
• Provide day-to-day client service support responding to queries resolving issues and managing escalations in a timely and professional manner
• Lead successful onboarding of new clients products services and processes including project planning client coordination and regular progress updates to internal stakeholders
• Ensure internal and external SLAs are met escalating risks that could result in service penalties reputational impact or reduced client satisfaction
• Monitor effectiveness of systems policies and procedures recommending improvements to enhance operational efficiency control and service delivery
• Build strong collaborative relationships with internal teams UK Client Services and US counterparts to stay aligned on system developments UAT testing and platform deployments
• Support coach and mentor client service team membersdeveloping team capabilitiesand ensuring alignment with broader business strategy and objectives
• Review team workflows to identify opportunities for continuous improvement increased efficiency and automation while maintaining and expanding product and industry knowledge.

• Minimum 3-5 years of experience in a client service delivery related role
• Proven people leadership experiencewith ability to balance client team task andindividual contributorneeds while delivering year-on-year process improvements
• Strong abilityto obtain results exceed client expectations anddrive performance through the team
• Excellent attention to detail and results-focusedapproachwith ability to collaborate across departments to resolve issues promptly
• Ability to manage upwards manage own workload and drive efficient team performance under pressure during proxy season
• Excellent communication client service and management skills with ability tomotivate team membersacross different geographical locations
• Ability to travel to Germany for client meetings and to London to collaborate with the UK-based client service team
• Advanced-level proficiency in both German and English is required.

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We are dedicated to fostering a collaborative engaging and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe understood and valued and we work diligently and collaboratively to ensure Broadridge is a companyand ultimately a communitythat recognizes and celebrates everyones unique perspective.

Use of AI in Hiring

As part of the recruiting process Broadridge may use technology including artificial intelligence (AI)-based tools to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers and all employment decisions include human review to ensure fairness accuracy and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify misrepresent or disguise information in an application resume assessment or interview will result in disqualification from consideration.