Client Services Director in London

At Broadridge, we have built a culture where the highest goal is to empower others to accomplish more. If you are passionate about developing your career while helping others along the way, come join the Broadridge team.

The Client Services Director is responsible for leading and inspiring a high-performing Client Service team dedicated to delivering exceptional service to banks, brokers, intermediaries, and issuer clients. The individual will ensure client expectations are consistently exceeded through proactive relationship management and strategic support in driving client satisfaction, process improvement, and business growth.

• Leadership and Team Management
  • Provide clear direction, motivation, and day-to-day leadership to the Client Service team, ensuring workloads are balanced and service quality remains exemplary.
  • Support the Senior Director in setting strategic priorities for the team and ensuring alignment with broader business goals.
  • Mentor and coach team members to drive engagement, performance, and professional development.
• Client Service Excellence
  • Serve as the senior escalation point for key clients, championing resolution of complex issues swiftly and effectively.
  • Own relationships with top-tier clients, fostering trust and confidence through regular engagement and service review meetings.
  • Monitor client satisfaction and proactively identify opportunities to enhance service delivery and strengthen client partnerships.
• Operational Efficiency and Continuous Improvement
  • Evaluate team workflows, systems, and procedures to identify opportunities for automation, efficiency gains, and process enhancements.
  • Partner with the Senior Director and cross-functional teams to drive consistent operational excellence and streamlined client service delivery.
  • Lead and support implementation of new clients, services, and product lead initiatives to ensure seamless onboarding and integration.
• Collaboration and Cross-Functional Partnership
  • Build strong internal relationships with Operations, Product, Sales, and Technology teams to ensure end-to-end service continuity and client success.
  • Participate in UAT testing, system enhancements, and platform deployments, acting as a voice of the client in internal discussions.
• Performance and People Development
  • Conduct performance appraisals, set SMART objectives, and provide feedback and recognition to foster a culture of high performance.
  • Support succession planning and skill development within the team to ensure continued alignment with the organization's strategic goals.
• Risk Management and Escalation
  • Identify and mitigate risks that could lead to service fees, reputational damage, or client dissatisfaction.
  • Ensure compliance with internal controls, policies, and regulatory requirements while maintaining a client-focused approach.

Qualifications and Experience

• Bachelor's degree or relevant industry qualification (e.g., CISI) preferred.
• Minimum of 5 years' experience in a client service leadership role within the financial services industry (e.g., asset servicing, global custody, proxy voting, corporate governance, stewardship, investor communications).
• Demonstrated experience in engaging with global custodians, asset managers, investor relations, and company secretary.
• Proven ability to manage teams, balance multiple priorities, and deliver process improvements that drive high-quality client outcomes.

Key Competencies

• Demonstrated commitment to service excellence and continuous improvement.
• Strong leadership skills with the ability to inspire, influence, and develop others.
• Exceptional interpersonal and communication abilities, with confidence engaging senior stakeholders internally and externally.
• Results-oriented and analytical, adept at turning insight into actionable solutions.
• Skilled in managing upward to support senior leadership with reporting, issue escalation, and strategic initiatives.
• Proven collaborator who thrives in a cross-functional environment and works effectively under pressure.

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognises and celebrates everyone's unique perspective.

Use of AI in Hiring

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.