Senior Client Service Associate

Leading FTSE 250 listed business in the heart of London

Key Responsibilities

• Work with Client Service Managers, Client Services/Sales teams to execute on account strategy, including account configuration plans, deal/transaction execution and ongoing maintenance and servicing.
• Promote a culture of improvement and innovation that proactively addresses process and knowledge gaps before they arise. Set the tone for open communication and collaboration.
• Build and maintain strong relationships with key stakeholders, clients and internal teams to foster trust, collaboration and long-term partnerships.
• Take the lead on initiatives that directly contribute to the group\’s Key Performance Indicators, suggesting improvements or innovations that align with the department and business strategy.
• Lead and oversee activities across for designated vertical, guaranteeing seamless execution of operational plans and service requirements.
• Act as the primary point of contact for complex client queries or internal escalations, ensuring timely resolution and effective solutions.
• Ensure that work is completed, whilst making time for training, ad hoc client queries and escalations. Manage workload and conduct regular catchups to determine delegation and capacity.
• Monthly and quarterly reporting on team performance to the Client Service Manager and Associate Client Service Manager, which align servicing results to the broader commercial strategy. Use CRM tools to provide dynamic reporting to identify trends/topics for the development of our clients/partners.
• Undertake analysis of internal data sources to actively report on opportunity identification and trend mapping. Drive initiatives to enhance processes, improve client experience, and optimise operational efficiency.
• Create and coordinate effective cross-practice and training workshops to support team development plans.

Skills and Experience Required

• Experience working in senior/lead positions within client/account services team in the financial sector (FX, brokerage, CSP preferred).
• Works comfortably at a senior level and possesses the ability to influence key partners.
• Strong organisational skills and the ability to handle multiple priorities within tight deadlines.
• Pro-activity in your approach to account management.
• Works comfortably in a high-pressure environment.
• Excellent interpersonal skills, including confidence, positivity, diplomacy and the ability to gain credibility, quickly.
• You must be diligent, proactive and committed.
• You must have the ability to adapt to new challenges and thrive outside of your comfort zone.
• Excellent attention to detail with a high level of accuracy.
• Positive and tenacious with the ability to proactively drive initiatives forward and motivates resources within and outside of your team.