Manager, Client Services

Position Summary    

The Manager, Client Services role oversees the daily workflows and processes that occur within the Client Services team by spearheading daily processes, providing accurate information to shareholders, Virtual Data Room Users, and client service team members, and providing exceptional service to our clients. 

This position requires someone with excellent analytical and problem-solving skills to ensure all client communications are accurate. 

The candidate chosen for this position will:

• Demonstrate a hands-on, self-motivated, confident, and intelligent approach to teamwork
• Carry a strong work ethic, leadership, and team-building
• Exhibit exemplary organizational skills in a fast-paced, dynamic environment.
• Possesses a proven track record of creating and implementing innovative solutions and has experience in interviewing, hiring, and training a qualified team.
• Demonstrate sound and effective decision-making skills.
• Demonstrate excellent written and oral communication skills, driving both internal and external communications.

Location: This position is fully remote within the Netherlands or the United Kingdom.

Compensation: The salary range for this position is between £68k - £80k GBP and €85,000 - €95,000 EUR, depending on experience level.

Primary Responsibilities    

• Assist in building out the European Client Service team structure and coverage for M&A and VDR, including hiring and training the first Client Service Liaison team members in Europe. This includes complete reporting and tracking of Client Services Statistics. 
• Take both Merger & Acquisition (M&A) as well as Virtual Data Room (VDR) phone calls and emails. 
• Effectively handle and diffuse escalated issues. 
• Knowledge of company structure to ensure proper internal escalations. 
• Manage escalations from Client Support Liaisons. 
• Manage daily department functions and recommend ways to improve the existing processes, eliminate stop gaps and improve accuracy that include a partnership with the Senior Director of Client Services.
• Document and website technical troubleshooting and problem resolution steps for common issues.
• Build and maintain rapport within and between teams that work directly with Client Support. This includes, but is not limited to, Compliance, Claims, Releases, Imports, Relationship Managers and Associates, Professional Services Group, and Business Analyst teams.
• Maintain department training materials, Knowledge Bank, such that all Support Liaisons have a resource available to them on a regular basis.
• Interpret complex Excel spreadsheets and guidelines for accurate responses to shareholder questions.
• Implement written and verbal performance reviews, motivating and rewarding those members who seek ways to improve current procedures, directing team members’ skill and career development, coaching for performance issues, and implementing corrective actions as needed.
• Effective management of direct reports including coaching, case reviews, corrections, audits and consistent one on ones with direct reports.
• Coordinating team schedule(s) and approving time off, timecards, and team expenses. 

 Required Qualifications & Skills  

• Bachelor’s degree in business or related field required and 5 -7 years of customer service experience in Financial Technology or Financial Services, which must include at least 1 year of experience as a direct supervisor/manager; or equivalent combination of education, training, and experience 
• 3 years of operational management experience, including direct supervisory oversight, is preferred. 
• Previous experience managing multiple tasks that require a high level of attention to detail in a busy office environment. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Advanced knowledge of Microsoft Office Suite
• Experience using and training staff to use sophisticated CRM systems, such as NetSuite.
• Firm understanding of Web & Cloud Applications
• Experience in troubleshooting software issues directly with clients
• Verbal and written fluency in English is a must. Fluency in Dutch, German, Spanish, or other languages is a plus. 

Desired Characteristics    

• Positive attitude 
• Collaborative 
• Operates with the highest integrity and attention to detail 
• Self-motivated 
• Ability to prioritize and multitask 
• High attention to detail, accuracy, and thoroughness 

Physical Requirements/Special Demands   

• Availability to work a non-traditional work-week that may require more than 40 hours per week if needed 
• Ability to work under tight timelines 

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without advanced notice.   

With respect to its programs, services, activities, and employment practices, SRS Acquiom Inc. assesses qualified individuals without regard to their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), age, national origin, disability, veteran status, genetic information, or other protected status.  Requests for reasonable accommodation or the provision of auxiliary aids should be directed to Human Resources.