MCS Group are delighted to be partnering with a global financial services company who are expanding and seeking to recruit numerous Senior Relationship Managers for their successful team.

The Company

My client are the largest global investor service provider, servicing more than 55 million investors. Continually investing in global technology and services across the spectrum of distribution channels including Asset Managers, Financial Advisors, Wealth Managers, and large financial institutions such as Banks and Insurers world wide.

The Role

The successful candidate will utilise their strong relationship management skills to provide support for a key group of Partner's business; via face-to-face meetings, telephone/Zoom calls, and email. A key requirement of the role is to build and maintain excellent working relationships with Senior members of Partner Practices and members across a variety of locations; as determined on a needs basis.

The main purpose of the role is to work with the companies stakeholders to ensure smooth running of the admin side of their business, preventing the need for escalation by engaging in regular dialogue with the right member of the Practice and knowing what business has been written/at the admin stage. SRMs will hold regular governance calls with key Practice stakeholders and work with internal colleagues to ensure work completes as expected and within service timescales. Any errors will be documented, raised on relevant databases, and fed into the correct operational teams. SRMs will work closely with the Head of Quality to feed in systemic issues and create feedback loops back into the Practices who raised them.

SRMs will plan ahead for governance meetings, utilising MI gathered on root cause, volumes, and trends. The SRM will own and track through to completion, complex issues/non-standard enquiries flagged by Partners. The SRM will work closely with the SSM and CRM teams, take personal responsibility to see issues through to resolution, ensuring the appropriate outcome is reached for the business, the client, and Partner while maintaining ongoing and proactive communication with the Practice and internal stakeholders; using the trend analysis gained to educate the Partner to get it right first time.

Your Responsibilities

• Manage effective relationships with key senior contacts within the company
• Attend agreed Forums/FMT/Partner/Practice meetings
• Commit to putting the Partner first
• Demonstrate a 'can do' attitude
• Provide excellent customer experience at all times
• Be available for face-to-face Partner meetings
• Provide "bespoke" issue/case resolution
• Eradicate hand-offs and reduce rework within agreed limits of authority
• Pre-empt issues and be proactive in ensuring great service
• Display exceptional handling and ownership of complex/technical or complaint work
• Coordinate assistance from key contacts in processing areas
• Monitor progress and undertake preventative measures as appropriate
• Utilize the skills of Senior Support Managers and Support Staff for swift resolution of client issues
• Initiate and attend office visits and location meetings
• Strengthen existing relationships with key stakeholders
• Establish new networks/relationships
• Work with operational contacts to ensure appropriate focus and priority on enquiries
• Analyse the root cause of escalations and complaints
• Provide suggestions for process and customer experience improvements
• Assist in achieving Partner business aims and targets
• Act as an additional contact point for month-end/Tax Year & Year End referrals
• Assist in completing business before agreed cut-off dates
• Act as an ambassador for the admin centres, promoting a one-team ethos
• Meet regularly with peers and line manager to share feedback and align best practices
• Identify potential flaws in existing processes
• Feed information through the correct operational channels
• Identify possible service improvements
• Use available tools to track cases in the pipeline to ensure they meet service standards
• Proactively educate Practices on the benefits of self-service functionality available to them

The Person

• Excellent relationship management experience in the financial services industry
• Excellent problem solving, analytical and decision making skills
• Excellent communication and interpersonal skills, at all levels
• Strong organisational and time management skills
• Commitment and self-motivation to work within deadlines with minimum supervision
• Ability to deliver robust face to face communications and present complex verbal information to staff at all levels
• Willingness to successfully adapt to changing demands and conditions. Adapting your behaviour to meet the needs of others as well as yourself
• Quality driven with a pride in delivering excellence
• Effective relationships with internal and external clients and their customers. Being responsive to client needs in a timely and professional manner.
• Act as a role model for colleagues in support of management decisions
• Displays flexibility in the role location and time required to go the extra mile to ensure role holder meets the needs of the business, Partner and client including non-core
• Strong ability to challenge decisions at all levels

Occasional travel to other locations throughout the UK

The Offer

• Market leading package
• Hybrid model - 4 days per month in the office (more during training)
• Annual bonus; dependent on personal and company performance
• 5% pension
• Stock options
• Private medical care
• Travel opportunity (approx. once per month within UK)
• Unlimited, flexible leave policy

To speak in absolute confidence about this opportunity please send an up to date CV via the link provided or contact Matthew Woods, Principal Consultant at MCS Group.

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs www.mcsgroup.jobs