Client Service Manager

Broadridge Financial Solutions; Frankfurt; Hybrid; EUR 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

Professional development opportunities

Virtual learning programs

LinkedIn Learning access

Zusammenfassung

Broadridge Financial Solutions is seeking a Client Services Manager to deliver exceptional service to German bank and broker clients. You will manage day-to-day queries, lead onboarding, ensure SLAs, and coordinate with UK/US teams.

The role requires travel to Germany and London, and fluency in German and English for effective global client support. The position emphasizes team leadership, process improvements, and a strong client-first approach within a hybrid work environment, with a focus on

Qualifikationen

• Minimum 3-5 years of experience in a client service delivery related role.
• Proven people leadership experience with ability to balance client, team, task, and individual contributor needs while delivering year-on-year process improvements.
• Strong ability to obtain results, exceed client expectations, and drive performance through the team.
• Excellent attention to detail and results-focused approach with ability to collaborate across departments to resolve issues promptly.
• Ability to travel to Germany for client meetings and to London to collaborate with the UK-based client service team.
• Advanced-level proficiency in both German and English is required.

Aufgaben

• Act as the primary relationship contact for German bank broker clients, supporting proxy voting requirements and ensuring consistently high service standards
• Provide day-to-day client service support, responding to queries, resolving issues, and managing escalations in a timely and professional manner
• Lead successful onboarding of new clients, products, services, and processes, including project planning, client coordination, and regular progress updates to internal stakeholders
• Ensure internal and external SLAs are met, escalating risks that could result in service penalties, reputational impact, or reduced client satisfaction
• Monitor effectiveness of systems, policies, and procedures, recommending improvements to enhance operational efficiency, control, and service delivery
• Build strong collaborative relationships with internal teams, UK Client Services, and US counterparts to stay aligned on system developments, UAT testing, and platform deployments
• Support, coach, and mentor client service team members, developing team capabilities and ensuring alignment with broader business strategy and objectives
• Review team workflows to identify opportunities for continuous improvement, increased efficiency, and automation while maintaining and expanding product and industry knowledge.

Kenntnisse

Client service delivery

People leadership

German and English proficiency

Jobbeschreibung

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team. Broadridge is looking to hire a Client Services Manager who will be responsible for delivering an exceptional client service experience to German bank and broker clients by ensuring high-quality, timely, and effective management of client queries. The role ensures workloads are appropriately allocated, service standards are consistently achieved, and all client enquiries are handled in line with agreed SLAs. As the primary point of contact for German bank broker clients, you will be accountable for managing day-to-day queries, resolving issues, handling escalations, and addressing client concerns promptly and professionally.

Responsibilities:

• Act as the primary relationship contact for German bank broker clients, supporting proxy voting requirements and ensuring consistently high service standards
• Provide day-to-day client service support, responding to queries, resolving issues, and managing escalations in a timely and professional manner
• Lead successful onboarding of new clients, products, services, and processes, including project planning, client coordination, and regular progress updates to internal stakeholders
• Ensure internal and external SLAs are met, escalating risks that could result in service penalties, reputational impact, or reduced client satisfaction
• Monitor effectiveness of systems, policies, and procedures, recommending improvements to enhance operational efficiency, control, and service delivery
• Build strong collaborative relationships with internal teams, UK Client Services, and US counterparts to stay aligned on system developments, UAT testing, and platform deployments
• Support, coach, and mentor client service team members, developing team capabilities and ensuring alignment with broader business strategy and objectives
• Review team workflows to identify opportunities for continuous improvement, increased efficiency, and automation while maintaining and expanding product and industry knowledge.

Requirements:

• Minimum 3-5 years of experience in a client service delivery related role
• Proven people leadership experience with ability to balance client, team, task, and individual contributor needs while delivering year-on-year process improvements
• Strong ability to obtain results, exceed client expectations, and drive performance through the team
• Excellent attention to detail and results-focused approach with ability to collaborate across departments to resolve issues promptly
• Ability to manage upwards, manage own workload, and drive efficient team performance under pressure during proxy season
• Excellent communication, client service, and management skills with ability to motivate team members across different geographical locations
• Ability to travel to Germany for client meetings and to London to collaborate with the UK-based client service team
• Advanced-level proficiency in both German and English is required. #LI-DS1 #LI-Hybrid

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective.

Use of AI in Hiring

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.

Broadridge Financial Solutions (NYSE: BR) is a global technology leader with trusted expertise and transformative technology, helping clients and the financial services industry operate, innovate, and grow. We power investing, governance, and communications for our clients—driving operational resiliency, elevating business performance, and transforming investor experiences. Our technology and operations platforms process and generate over 7 billion communications annually and underpin the daily average trading of over $15 trillion in equities, fixed income, and other securities globally. A certified Great Place to Work®, Broadridge is part of the S&P 500® Index, employing over 15,000 associates in 21 countries.

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Broadridge is committed to creating an engaging workplace for the most talented associates in our industry. We are dedicated to fostering a collaborative, inclusive, and healthy environment that promotes flexibility and accountability. As a leading provider of technology, communications, and data and analytics solutions to businesses around the world, it is critical that we understand, embrace, and operate in a multicultural environment. Every associate has unique strengths, which, when fully appreciated and embraced, allow individuals to perform at their best, leading to our success. We believe our associates are our most important asset.

Benefits and Perks:

• Encouraging professional development opportunities is a core part of our culture.
• Broadridge provides educational opportunities, including formal classes, training programs and events.
• To enable learning in our hybrid working model, Broadridge has redesigned all development programs for 100% virtual delivery.
• Our associates have access to 8,500+ online courses covering business, leadership, technical, and function-specific topics through our LinkedIn Learning program.