Client Relationship Manager in London

We are a specialist third-party pensions administrator. Founded in 2006, our mission is to set the highest standard of pensions administration by any recognised measure. We aim to achieve this through sustained investment in our people, processes and systems. We started life as an in-house administrator. Our foundations are in quality and member experience. Since our creation, we have grown as a third-party administrator. Adopting technology and innovation from across the market, we have emerged as a business of administration experts. With offices in London and Farnborough, we hold internationally recognised accreditations for quality, security, development, customer service and environmental protection.

We are searching for an experienced client relationship manager to assume accountability for a portfolio of clients, ensuring that we consistently deliver an excellent proactive service. Acting as the main point of contact for client contract managers, trustees and senior stakeholders, you will develop the client relationship to protect and grow revenue. A strong understanding of administration practices, processes and regulation is essential as you will be required to independently develop and implement solutions whilst providing technical advice. Essential to the role is managing and developing senior relationships with clients at both trustee and corporate level.

You will take ownership of contractual arrangements, financial and commercial negotiations with clients covering the initial term, extensions and renewals. You will proactively identify and promote commercial business opportunities either through the management of ongoing retained contracts or through new business opportunities. Our client team also specialises in providing scheme secretariat and governance services, so you will also be trained to act as a scheme secretary. Key to this element of the role is the ability to be highly organised, proactive, understand risk as well as thinking strategically.

Key to the success of this role is the ability to work independently to develop strategies and solutions to the benefit of our clients. You will need to place yourself in the shoes of our clients by critically analysing, questioning and adapting documents and solutions to meet their needs; whilst also having the skills and confidence to clearly present complex concepts and materials. This is a client-facing role and a strategically important function within the overall service proposition. You must be a confident problem solver with the experience and expertise to develop strong mutually beneficial client relationships.

Requirements

• Experience as a CRM within a pension administration (or consulting) environment is essential
• Educated to Higher / A-level or equivalent and/or attained relevant industry qualification
• Strong appreciation of the UK pensions administration market
• At least 5 years pensions administration experience working in a client-facing role for a variety of scheme sizes and types
• PMI qualified or equivalent
• Strong understanding of pensions legislation, regulations and other relevant guidance
• Ability to be credible and convincing in front of clients, trustees and other decision makers
• Ability to understand complex issues and handle challenging questions with credibility and ease
• Ability to cope with competing demands and prioritise tasks

Personal Qualities

• Highly disciplined and organised, with well-honed self-management skills and the ability to work alone effectively
• Demonstrable strong interpersonal skills
• High degree of personal drive and ambition
• Articulate, with a high standard of written English
• Strong MS Office skills
• Capable of acting as an ambassador for Trafalgar House
• Gravitas to interact and communicate effectively with clients and colleagues
• Contribute positively to all internal and external meetings attended
• Confidentiality and discretion maintained at all times

Other Information

Key Responsibilities

• Support clients by providing technical advice and guidance
• Provide oversight and reporting on client projects, as well as the day-to-day operational service
• Participate in devising and delivering competitive and profitable commercial proposals
• Attend trustee and client meetings to present reports/updates
• Keep all internal stakeholders informed of client feedback and strategic plans
• Ensure timely provision of management information for clients and Client Relationship Managers, including the production of client service reports
• Develop a positive working relationship with all operational teams and internal stakeholders to develop solutions, resolve issues and manage projects
• Act as an escalation point for client or member issues, developing and recommending solutions to satisfactorily resolve problems
• Be proactive and assist in bringing industry developments, service enhancements and innovations to clients’ attention
• Participate in new business presentations
• Host, lead meetings, take minutes and maintain trustee documentation as part of the trustee secretariat function
• Ensure projects are delivered in compliance with AAF01/06, ISO27001 and other internal standards
• Read and understand the key policies in the business continuity strategy and understand what may be required should it be necessary to implement the BCMSS
• Support and work closely with the Client Relationship Managers in all aspects of the role
• Devise, develop and implement competitive and innovative solutions working with internal colleagues
• Carry out such other duties as may reasonably fall within the remit of the post
• Participate and actively contribute to internal committees
• Create technical legislative or regulatory guidance summaries for clients

Performance Indicators / Measures of Success

• Help ensure high levels of client satisfaction by meeting and exceeding client expectations in relation to delivery of services, reports and deadlines
• Demonstrates integrity and professional standards at all times
• Positive feedback from clients on client management related activities
• Demonstrates technical pensions knowledge and puts this into practice in delivering value to clients and colleagues
• Demonstrates commercial acumen in negotiating and agreeing proposals to clients
• Seeks personal development opportunities
• Acts as a role model and point of reference for colleagues
• Strong working relationship with all colleagues is evident and contributes positively to all meetings attended
• Develops skills to take ownership of client relationships and/or trustee secretarial role for a portfolio of clients over time