Client Delivery Manager

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.
This is a Germany based client-facing senior hands-on role. The role is responsible for managing ongoing service delivery quality for Broadridge’s high worth & strategic clients.
The successful candidate will be required to manage the client relationship at a service level, hosting regular service reviews, incident escalations/management and service level agreement tracking. The role will work closely with the Global Account Management and Support Service Lead functions but will need to build and maintain strong relationships across all functions, including delivering to Business leads.
The position is ideal for someone who is looking for a career path to senior operations management in a growth business or wants to extend their client-facing experience.
Responsibilities of the role will include but are not limited to

• Ensure standards of Client Services meet or exceed expectations for allocated clients
• Escalation point for day to day issues, escalating to Account Manager or Business Lead appropriately
• Produce Client Service Reporting, co-ordinate and run Client Service Meetings and case reviews
• Seeking new opportunities and following up on opportunities to drive commercial outcomes.
• Delivery of all relevant information to Account Management for pricing.
• Internal sponsor for changes to client production environment.
• Manage client priorities and expectations for future releases.
• Act as Critical Incident escalation point and provide the client by assisting with co-ordination and communication.
• Liaise with the additional Broadridge teams when required, including;

o Service Management team
o Core development team
o Infrastructure team
o Account Management
o Corporate IT and Governance groups

• Measure and report agreed client key performance indicators or service level agreements both internally and externally, taking proactive action as required
• Identify, champion and implement process improvements this may include

o Client satisfaction surveys and additional feedback from clients
o Continual reviews of key performance indicators and service level agreement
Competencies
A successful candidate for this role must demonstrate the following skills

• An understanding of delivery methodologies (Agile/Waterfall) and SDLC.
• Exposure to ITIL processes & Framework.
• Experience working in Capital Markets and exposure to Trade Lifecycle.
• Fluent in German & English (other European languages a plus)
• Strong and clear communication , both written and oral
• Strong organisational and planning skills
• A skilled negotiator with an ability to influence and ensure conclusive resolution
• Flexible approach to work and used to working in a challenging, fast shifting environment
• A champion of innovation and continual improvement
• Able to build and maintain strong relationships both internally and with clients.
• Experience working in a global team, supporting a 24/7 service.
• Ability to self-serve and work with autonomy.
• Experience with modern application technologies is a benefit
• Critical thinking and problem solving skills this must include the ability to

o Make informed decisions
o Assess risk
o Escalate when appropriate