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1) EXPERIENCED RELATIONSHIP MANAGER – KEY CLIENT The successful individual would work with 1 key client and is expected to be immediately effective and provide a comprehensive service including: taking responsibility for developing the relationship, ensuring retention; maintaining and increasing revenue, and ensuring the relationship meets both parties’ expectations. Key Responsibilities: • Analyse the client’s organisation with specific purpose of understanding their business strategy objectives, satisfaction with the current service and personal motivations, whilst identifying future needs of our client as a business partner; • Build a professional and trusted relationship and deal with their escalated issues; • Present current performance on a fortnightly basis; • Present and take forward any change requests; • Take part in strategic and roadmap meetings; • Oversee UK fee billing; • Liaise with all Operations services; • Engage with Product for new services, legal and compliance; • Liaise with Client Service Management to ensure client satisfaction levels are maintained; • Review service level agreements and make comments where necessary; • Negotiate new/renewable contracts, in accordance with documented plans; • Responsible for identifying new business opportunities (including new initiatives and product development); • Identify areas where our client could provide additional services and work internally to propose creative solutions to the client; • Responsible for developing and sharing market and competitive information internally, thereby influencing the development of products and services; • Responsible for remaining abreast of industry changes, regulations and market developments.
Person Specification: • Ideal candidate must have Asset Management / Investment Management experience and not just custody experience; • Educated to degree level; • Proven track record in asset management operations; • Able to demonstrate following key competencies: o Essential • Adaptability • Communication • Customer Focus • Team Work • Innovation and continuous improvement • Technical expertise • Results and quality orientation • Leadership • Management • Decision Making
2) RELATIONSHIP MANAGER – ASSET MANAGEMENT COMMUNITY The successful candidate would be responsible for the well being of the existing relationship with the client(s) and by being a professional and trusted advisor, manage their expectations around the quality of the company’s contracted service and delivery.
Key tasks/areas of involvement
Tracking client satisfaction • Pre and post implementation, track service levels, progress and client satisfaction, by liaising with relevant internal teams, e.g. operations. • Proactively check how happy key client stakeholders are at agreed milestones. • Monitor the quality of contracted services across all UK business. • Liaise with Client Service Managers (CSMs) to ensure client satisfaction levels are maintained through the competent delivery of the required products and services across the bank. • Manage client review meetings, to monitor, understand and influence the client's perception of the organisation’s service. • Foresee clients’ needs and harness the wider internal team to deliver added value to the client, in line with coverage strategy. Problem Solving and Dispute Resolution • Escalate service issues by co-ordinating with the appropriate internal technical, product or operational experts. • Oversee the resolution of service issues with reference to the Service Level Agreement. • Influence Operations to raise service standards that the client experiences, both in resolving client issues and to exceed expectations. • Ensure management is aware of significant issues in a timely fashion. • Resolve client complaints and disputes. • Manage Service Level Agreements (SLAs) and negotiate change • Monitor delivery against the SLA and as client requirements change, negotiate alterations that satisfy the client and the organisation. • Where further sales opportunities emerge, engage with other Relationship Managers to ensure deal review process is engaged. • Agree service standards with CSMs and/or relevant business teams and negotiate these standards in respect of commercial discussions, achieving a positive result for both bank and client. • Observe the change control process for all changes to service or ad hoc development work. • Work with Senior RM or Business Developers and relevant business areas to identify new business opportunities. • Support implementation of new initiatives. Revenue Management • Ensure there is a substantiated and managed revenue stream which supports a revenue budget or forecast. • Ensure: o The tariff database is up to date with known services and current tariff; o Revenue drivers are complete and missing items/data closed off and reconciled
for the future; o Services billed are consistent with contracted services and ensure additional
innovations are captured and invoiced; o Any additional services or development work performed is captured consistently
within a repeatable billing process, driven by the change control process • Manage aged debt so there is no aged debt over 60 days unless in dispute. • Ensure action plans to resolve disputes promptly are in place. • Review fee tariffs, internally and with the client. • Provide figures for the budget and re-forecast processes. • Monitor and manage the client's business profile ensuring tariff and revenue remains aligned to workload with the bank’s business. Developing Client Relationships • Introduce the business developers and relationship managers to the client stakeholders. Aim to build relationships; understand the client and their service requirements and objectives. • Create allies across all levels of the client's organisation; influencing opinions as appropriate. • Manage business protocols between bank and client to establish a professional and trusted basis for the relationship. • Ensure CRM tools are updated and used appropriately. • Be proactive when handling a client's business evolution and related service requirements. • Have detailed understanding of the client's organisation, strategy and direction. Client Communication Strategy • Develop, build and execute a client communication plan to enhance their perception of the bank. • Encourage clients to proactively by sharing their perception of value delivered by the organisation with other clients. Internal Communications and Team Building • Proactively engage and build relationships with all business areas. • Support internal governance processes for managing UK clients. • Advise the business of the client's needs and ensure the bank has a strong understanding of the client and their expectations Industry, client and company knowledge • Develop understanding of the client’s people, capabilities and organisational structure via research and regular meetings; • Influence the client's thinking on industry trends and the bank’s innovation to increase standards around client service, management and delivery; • Develop and share market and competitive information internally, thus influencing the development of the bank’s service and products. 3) LOCAL RELATIONSHIP MANAGER • Assist the Global Relationship Manager (whose remit is similar to the Relationship Manager – Asset Management, but global) by maintaining and developing existing client relationships across the clients’ UK businesses; • Ensure relationship is meeting the client’s and the company’s needs and that the client receives an advanced service; • Manage client’s expectations of the company’s contracted service and delivery. REMUNERATION All three roles come with an excellent base reflecting their respective levels of seniority. Our client provides an outstanding bonus package and usual banking benefits. For further information, please contact: Victoria Kahane, Consultant, Incarter International Ltd. Chelsea Office: Mayfair Office: 9 Smith Street Denman House, 2nd floor, London SW3 4EE 20 Piccadilly London W1J 0LA Tel: +44.20.7856.1322 Mobile: +44.7816.783.113 Email: victoria@in-carter.com Websites: www.in-carter.com; www.e-searchinternational.com
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