Established 1996, based London-City, offers European Institutional Dealing and Wealth Management. Within Wealth Management division they offer: Financial Planning, Asset Allocation, Portfolio Management, Stock Brokerage and Asset Management services.

This wealth management firm has a worldwide reputation for managing international investment portfolios, providing high-quality advice and delivering bespoke services.

Specialising primarily in the HNW/UHNW sector, your focus will be to develop new business via your own sources, existing professional connections, and introductions. The firm offers the complete discretionary portfolio management service. In all cases candidates will be polished professionals with strong inter-personal skills with experience at both generating new business and managing high profile client relationships.

 

To build the reputation of the company through the leadership of the service management desk. Maintenance of defined customer’s teams’ performance and the upkeep of the desks targets in  line with the companies goals. The customer relationship manager will drive performance of the team inline with the directives of the Operations Manager.

Job Spec:

• To manage the day to day account activities of the customer and be proactive to the change of circumstances that may occur operationally.
• To manage performance of the service delivered to the customer and highlight operational defects that impact services.
• Ensure that business measures are developed for the customer and that these are regularly reviewed to demonstrate continuous performance improvements. 
• To be available for escalations to the customer where service falls below an acceptable level. 
• To monitor and report on customer experience throughout the company environment and develop new programs to increase or enhance this.
• To ensure that new customer documentation is conducive to the operational environment and that customer is able to navigate around our support infrastructure. 
• To measure customer satisfaction. 

• To direct operational resource to participate in service improvement programs that are specifically engineered by customer requirements.
• Manage Process:
• Implement and maintain departmental and operational processes to meet the requirements of our customers and improve the quality of service delivered. 
• To ensure that all departmental processes are complete and up to date in order that customers have the ability to have a defined and controlled environment that minimizes ambiguity and enhances performance. 
• To fully contribute into the end to end delivery of products and system that impacts the customer experience.
• To lead process improvements within third party and internal departments where deficient or inadequate documentation of local work instructions exist.
• Maintain a service management methodology that is consistent with the industry and deploy this across the company.

• To ensure that existing work flow methods are captured and reported upon so that quality measures can be published to the customer
• To ensure that information relating to the network and operational performance is published in a timely fashion.
• Ensure all performance metric reports are available and updated each month.
• Via the output from the measures, the customer service manager will make informed decisions to adjust work flow accordingly to prevent and decrease in operational performance
• Design new reports that capture new technologies within the organization.

4.Key Responsibilities

• Area of key responsibilities are in:
• Ensuring management reports are available to accurately represent service assurance performance. 
• Maintaining records within the department to ensure a robust audit trail is available for both internal and external customers
• Delivering a first class customer experience to new and existing customers.
• Developing relationships with internal departments 
• Producing strategies that will enhance the profitability of the customer base and the company
• Being an active contributor to the operational environment and participating in the long term goals for the business.