Senior Manager / Associate Director Service Assurance m/f

Company

For one of our clients, we are looking for a:

Senior Manager / Associate Director Service Assurance

Function

As Senior Manager / Associate Director, Service Assurance, you will be a single, senior operational point of contact for our partner clients mainly at C-Suite level. You will be responsible for the overall unconditional client service and ensuring the company’s I&TS activities across all geographies and manufacturing locations are delivered to clients’ needs. The role will have a focus on clients originated from the Real Estate and Private Capital asset class as well as within the Alternative UCITS space.

Your responsibilities will include:


• Working with senior client leaders, develops and executes the operational strategy for the company’s Partner and large Coverage clients with a focus on: enhanced interoperability, model simplification, greater efficiency and automation of client process, and identifying, predicting and proactively managing future state requirements
• Directing the client service and client operations teams across multiple geographies to ensure the company provides best in class service to our Partner and large coverage clients. Providing leadership by bringing individuals together and developing a high performance culture servicing our clients
• Managing client activity logs including day to day activities/issues, change and on-boarding events
• Managing the communication of the client’s strategic requirements internally and leads alignment activities with I&TS strategic product initiatives/roadmaps by influencing, problem solving and solution planning with relevant stakeholders
• Managing the detailed client analysis based on KPI data, query logs, action logs, change logs, BAU information, client information, etc. to assess future requirements, interoperability opportunity, challenges and use this analysis to enhance the client partnership, service offering and performance
• Partnering and collaborating with the Global Client Coverage owner to direct all aspects of the company’s services. Leading, directing, informing, influencing and mobilising various internal resources, functions and technology to design and deliver against our client business requirements in line with I&TS operating model strategy
• Leading face to face Service Level Reviews with the partnership clients ensuring we are capturing the VOC

Your profile

Must-have

• Significant experience of progressive financial services experience with a focus on Real Estate and Private Capital services.
• Fluent in English, French and/or German are an advantage
• Previous experience of managing clients with a global footprint
• High level of technical operational expertise
• Excellent communication and representation skills (oral, written and non-verbal) and expert ability to operate alongside internal and external executives
• Leading and implementing client focused operating models

Nice-to-have

• Strong risk management expertise (identification and mitigation)
• Exceptional client facing skills including negotiation and influencing at a very senior level
• Demonstrated ability with conflict resolution and change management
• General working knowledge of factors affecting business and industry including trends in the marketplace, technology and competitors


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