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 26 days annual leave, health perks, and a supportive work environment.
- Other info: Hybrid working model with opportunities for career growth and skill development.
- 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 Pension & Market Services, joining a network of experienced, innovative and dedicated individuals across multiple teams and countries. There are numerous opportunities to learn new skills and develop in your career with the support you need to succeed.
Benefits
- 26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year
- Health, wellbeing and lifestyle rewards that can be tailored to support you and your family.
- Employee Assistance Programme; 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 in Leeds 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 career development, comprehensive benefits including generous leave policies, health and wellness rewards, and a culture of recognition, we empower our employees to thrive in a collaborative environment while delivering world-class service to our prestigious clients.
Contact Detail:
MUFG Pension & Market Services Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Delivery Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how you can fit in and contribute to their goals, especially in client service delivery.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience with share plans and client management makes you the perfect fit for the role. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are keen to join us directly.
We think you need these skills to ace Client Service Delivery Manager in Leeds
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in share plans and client service delivery. We want to see how your skills align with what we’re looking for, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:Since this role involves a lot of client interaction, it’s crucial to demonstrate your exceptional verbal and written communication skills. Use clear and concise language in your application to reflect how you’d communicate with clients and colleagues.
Highlight Your Analytical Abilities:We love candidates who can interpret MI and drive improvements. Be sure to include examples of how you've used data to manage service performance or solve problems in your previous roles. This will show us you can handle the analytical side of the job!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company and culture.
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.
✨Data-Driven Mindset
Be ready to discuss how you've used management information (MI) to drive service performance improvements. Think of specific instances where you've identified trends or implemented corrective actions based on data analysis. This will highlight your analytical skills and problem-solving abilities.
✨Prepare for Stakeholder Management
Anticipate questions about your experience with stakeholder management. Have examples ready that showcase your ability to influence senior clients and internal teams. This will illustrate your capability to navigate complex operational delivery and ensure client satisfaction.
