At a Glance
- Tasks: Manage client service delivery and ensure top-notch performance for high-profile clients.
- Company: Join a global financial group dedicated to connecting people with their assets.
- Benefits: Enjoy flexible working, competitive salary, and a range of employee perks.
- Other info: Opportunities for career growth and a supportive team culture.
- Why this job: Be a key player in enhancing client experiences and driving innovation.
- Qualifications: Experience in share plans and exceptional communication skills required.
The predicted salary is between 55000 - 65000 € per year.
A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.
A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.
Overview
The Client Service Delivery Manager will be based on a hybrid basis from either our Leeds or London office. This means you’ll need to be within a commutable distance of one of these locations to ensure you can be in the office each week with your colleagues. In addition, you may need to travel to client meetings.
The role holder is a critical link between the client relationship teams and operational teams and will ensure services across share registration and share plans are delivered consistently, transparently and in line with agreed service standards. This is a client-facing role, with accountability for service performance across a portfolio of high-profile FTSE clients, owning the end-to-end service performance narrative for each client, translating MI into insights, leading root cause analysis for incidents/complaints and recurring themes, agreeing pragmatic remediation plans with operations and technology and communicating progress and outcomes through clear client governance and reporting.
You’ll get the chance to follow your chosen career path anywhere in MUFG. Benefits include:
- Pension Discounts on retail and socialising
- Travel and technology
- Cycle2work scheme
- A host of gym and fitness subscriptions
- Car Salary Sacrifice scheme
- Appreciate programme: Employee recognition programme
- Company Pension Scheme
- Medical insurance
- Life Assurance
- Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave
What you need:
- Demonstrable knowledge of Share Plans, with experience in share registration and share plan administration in financial services or a related corporate governance service
- A strong track record in client service delivery, ideally with FTSE 100/250 corporates or equivalent
- Exceptional verbal and written communication skills with the ability to build and maintain relationships with a variety of clients and internal colleagues
- Demonstrable experience using MI to manage service performance, identify trends and drive measurable improvements across complex operational delivery
- Exceptional stakeholder management skills, with the ability to influence at both senior client and internal stakeholder levels
- Strong knowledge of regulatory frameworks – FCA, Companies Act, HMRC, GDPR
- Excellent analytical and problem-management skills with the ability to interpret MI, perform root cause analysis, distinguish symptoms from causes and implement corrective and preventative actions with tracking to closure
- Good working knowledge and experience working with MI and workflow/tooling, for example Power BI, Pega Systems and the Microsoft Office suite, enabling you to evidence performance and drive outcomes
- Experience working in a registrar, share plan provider or financial services outsourcing business
- An understanding of transformation within corporate services
Day to Day:
- Partner with Client Relationship Leads, Relationship Managers and cross-broad operational teams to align delivery with client strategy, business objectives and regulatory requirements
- Contribute to strategic account planning, identifying opportunities to enhance client experience, efficiency and commercial growth
- Champion continuous improvement initiatives, innovation and digital adoption to strengthen client proposition
- Act as a trusted advisor to clients on service delivery, governance and industry best practice
- Own and assure client service performance across share registration and share plan services, ensuring contractual SLA’s and KPI’s met through proactive oversight, early risk identification and effective prioritisation with operational teams
- Lead MI-driven performance management, interpreting trends, identifying emerging issues and escalating material risks with clear impact assessment and recommended actions before service deterioration is visible to clients
- Coordinate across registry operations, plan administration, advisory teams and IT to remove blockers, align priorities and ensure the timely resolution of service issues and delivery of agreed improvements
- Lead formal service reviews with clients, owning MI production and commentary, facilitating root cause analysis (RCA) for incidents and recurring defects and agreeing corrective and preventative action plans with clear outcomes
- Define and continuously improve client MI, ensuring data integrity, consistent definitions and meaningful insight so stakeholders can clearly understand performance drivers and decision trade-offs
- Provide guidance to cross-functional service delivery teams aligned to the client portfolio
- Foster a culture of accountability, collaboration and client-first service excellence whilst supporting operational colleagues to enhance client-facing awareness and behaviours
- Ensure full compliance with FCA, Companies Act and HMRC rules relating to share registration and share plans
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Client Service Delivery Manager employer: MUFG Pension & Market Services
MUFG is an exceptional employer that prioritises employee growth and well-being, offering a hybrid work model from our Leeds or London offices. With a strong focus on client service excellence, we provide comprehensive benefits including pension schemes, medical insurance, and generous parental leave, all within a collaborative culture that encourages innovation and continuous improvement. Join us to be part of a global financial group that values your contributions and supports your career aspirations in a dynamic environment.
Contact Detail:
MUFG Pension & Market Services Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend diving deep into their values and recent projects. This way, you can tailor your responses to show how you fit right in with their team and mission.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to get comfortable with common questions. We want you to feel confident and ready to showcase your skills and experience when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in leaving a positive impression. We suggest mentioning something specific from your conversation to remind them of your great fit for the role.
We think you need these skills to ace Client Service Delivery Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Client Service Delivery Manager role. Highlight your experience in share registration and client service delivery, as well as any relevant skills that match the job description.
Showcase Your Communication Skills:Since this role requires exceptional verbal and written communication skills, don’t shy away from demonstrating these in your application. Use clear, concise language and make sure to proofread for any errors before hitting send!
Highlight Your Analytical Abilities:The job involves a lot of MI-driven performance management, so be sure to mention any experience you have with data analysis or tools like Power BI. Show us how you've used data to drive improvements in past roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team at MUFG!
How to prepare for a job interview at MUFG Pension & Market Services
✨Know Your Stuff
Make sure you brush up on your knowledge of share plans and registration. Familiarise yourself with the regulatory frameworks like FCA and GDPR, as well as the specific services offered by the company. This will show that you're not just interested in the role but also understand the industry.
✨Showcase Your Communication Skills
Since this role is client-facing, practice articulating your thoughts clearly and confidently. Prepare examples of how you've built relationships with clients or resolved issues in the past. This will demonstrate your exceptional verbal and written communication skills.
✨Be Data Savvy
Get comfortable with MI tools like Power BI and Microsoft Office. Be ready to discuss how you've used data to drive improvements in service delivery. Highlight any experience you have with performance management and root cause analysis to showcase your analytical skills.
✨Demonstrate Stakeholder Management
Prepare to talk about your experience in managing stakeholders at various levels. Think of examples where you've influenced decisions or aligned teams towards a common goal. This will illustrate your ability to navigate complex organisational structures effectively.
