Client Experience - Team Manager

  • 75,000-90,000
  • London, England, United Kingdom London England GB
  • Permanent, Full time
  • Yunikon Consultancy
  • 13 Aug 18 2018-08-13

My client is an exciting FinTech which has developed an established client-base including tier 1 banks, asset managers and hedge funds. They have a revolutionary product which relates to managing data and offer a cloud-based solution which is a game-changer for how financial institutions manipulate, validate and reconcile data. Having received further investment in 2018 and with an expanding client-base, they require someone to join to run the small team in London which supports clients and provides first-rate client service and relationship management.

Their customers include international banks, brokers, exchanges, asset managers, hedge funds, administrators, service providers and corporate's. Headquartered in London, with offices in New York and Luxembourg, they serve clients throughout Europe, North America, Africa, Asia, and Australasia. This role would be covering a broad range of clients in EMEA and running the team. Key responsibilities include:

  • Managing the client experience representatives, providing strong leadership and motivation
  • Run the team covering on-boarding, client training, support and Relationship Management
  • Dealing with escalations with clients
  • Ensuring there are robust procedures and processes in place so that clients receive timely and effective support and response to queries/issues.
  • Unearthing upselling opportunities with clients
  • Meeting platinum clients for regular review meetings
  • Running community aspects to develop deeper relationships with client eg external conference attendance, forums/working groups etc
  • Provide appropriate feedback to product management when there are opportunities to develop solutions in response to client feedback/requirements

The ideal candidate could have experience in another FinTech/Vendor/bank/other FI but the crucial requirement is they are a real A player with a very proactive attitude. Key requirements include:

  • A strong leader with some management experience
  • Client service or relationship management experience, or potentially some experience in tech/desk support could be relevant
  • Experience supporting investment banks or other financial institutions
  • Exposure to technology and the ability to understand complex technology concepts and answer technical queries for clients
  • Bright, ambitious, always exceeding expectations, driven, motivated team player
  • Knowledge of middle/back office processes such as reconciliations would be beneficial