Client Service Manager (m/w/d)

Broadridge (Deutschland) GmbH; Frankfurt; Vor Ort; EUR 70.000 - 95.000; Vollzeit

Zusammenfassung

Broadridge Financial Solutions, Inc. is seeking a Client Services Manager to deliver exceptional service to German bank and broker clients. You will manage day-to-day queries, resolve issues, and lead onboarding of new clients, ensuring SLA compliance and timely updates to stakeholders.

This role requires coordinating with UK and US counterparts and traveling as needed. You will act as primary contact for German clients, drive process improvements, coach the service team, and ensure high service

Qualifikationen

• 3–5 years of experience in a client service delivery role.
• Proven people leadership experience.
• Ability to drive year-on-year process improvements.
• Strong results orientation and ability to exceed client expectations.
• Attention to detail and collaboration across departments.
• Ability to travel to Germany and London for meetings.

Aufgaben

• Act as the primary relationship contact for German bank broker clients and support voting requirements.
• Provide day-to-day client service support, respond to queries, resolve issues, and manage escalations.
• Lead onboarding of new clients, products, services, and processes with project planning and updates.
• Ensure SLAs are met; escalate risks impacting penalties, reputation, or satisfaction.
• Monitor systems, policies, and procedures; recommend improvements for efficiency and control.
• Collaborate with UK/US teams on system developments, UAT testing, and deployments.
• Coach and mentor client service team members and align with business strategy.
• Review workflows for continuous improvement and automation while expanding product knowledge.

Kenntnisse

Client service

Leadership

Communication

Project coordination

German/English language

Jobbeschreibung

Beginn

• Account-Manager/in
• Relationship-Manager/in

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-1 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 be 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 capabilitiesand 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 experiencewith ability to balance client, team, task, andindividual contributorneeds while delivering year-on-year process improvements
• Strong abilityto obtain results, exceed client expectations, anddrive performance through the team
• Excellent attention to detail and results-focusedapproachwith 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 tomotivate team membersacross 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.

Broadridge Financial Solutions, Inc. (BR), a $4 billion global Fintech leader and part of the S&P 500® Index, is a leading provider of investor communications and technology-driven solutions to banks, broker-dealers, asset and wealth managers and corporate issuers. At Broadridge, we do well by doing good. Our unique culture is guided by the Service-Profit Chain—the idea that success is mutual, directly connecting employee engagement, client satisfaction, and the creation of stockholder value. We enable better financial lives by powering investing, governance, and communications for our clients, their customers, and the financial services industry.