Our client is a market leader delivering asset servicing, fund administration, and securities services to private wealth and institutional clients. They are seeking a Senior Client Manager to streamline their client service offering.
Job Description:The Senior Client Manager will own the complete client lifecycle for a defined portfolio, ensuring high-quality service delivery across the firm. The role translates client strategy into executable service requirements, guiding cross-functional teams to deliver results-driven experiences. A client-centric mindset will be fostered at every interaction, with a clear understanding of the client’s business dynamics and value drivers. Beyond daily management, the role conducts formal service reviews and collaborates on quarterly governance discussions to drive ongoing improvements in client experience.
Key Responsibilities:Convert client strategy into tangible service requirements and coordinate delivery across internal teams.
Oversee the interface between the client and service delivery units, ensuring clear expectations and timely actions.
Drive prompt issue resolution and complaint handling with cross-functional coordination and governance escalations when required.
Monitor service quality and client satisfaction using defined metrics; lead updates to SLA/SLD documentation in line with client priorities.
Plan and execute formal service performance reviews, including agenda creation, action tracking, and follow-up per global guidelines.
Coordinate client reviews, due diligence, and audits across relevant service areas to align with priorities.
Communicate market and service updates with consistent, client-friendly messaging across channels.
Identify change needs and drive initiatives through the client change request process in response to evolving requirements.
Support onboarding governance and act as sponsor when needed to ensure smooth onboarding for major initiatives.
Align third-party providers with client activity to maintain coherent service delivery across ecosystems.
Support business development by surfacing opportunities to the Relationship Manager and contributing to product/service enhancements.
Contribute to strategic client discussions and uphold BNP Paribas’ brand and market presence through informed advocacy and performance metrics.
Strong organisational discipline with a structured, detail-oriented approach to delivery.
Ability to interpret client needs and respond with appropriate, practical solutions.
Strategic thinker capable of designing and implementing service-focused initiatives.
Proactive with balanced judgment on escalation thresholds.
Exceptional presentation and communication skills.
Salary aligned with experience and current market benchmarks
Clear framework for career progression with mentorship and structured development
Comprehensive health, wellbeing, and retirement benefits
Collaborative, inclusive culture within a globally active financial services organisation