Senior Client Service Manager

Equifax, Inc.; Leeds; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Equifax, Inc. is seeking a Senior Client Service Manager to lead strategic partnerships, champion operational excellence, and unlock value for our top-tier clients.

You will become the indispensable expert, owning crucial relationships and ensuring clients maximise Equifax solutions. You will embed yourself in clients' businesses, serving as their trusted strategic partner, managing incidents, and driving service improvements with face-to-face interaction, travel and on-call support for premier

Qualifications

• Proven track record in senior-level client service and relationship management.
• Ability to lead client propositions and drive mutual success.
• Experience improving service quality and operational efficiency.
• Strong delivery management across multiple initiatives.
• Exceptional communication and influencing skills.

Responsibilities

• Shape strategic partnerships and implement bespoke client relationship strategies for premium clients.
• Design proactive engagement plans including service reviews and value-add activities.
• Monitor end-to-end service performance against SLAs and quality standards.
• Evaluate and enhance the client support model to meet evolving needs.
• Coordinate cross-functional delivery to ensure high-quality services.
• Identify and implement opportunities for service and process improvements.
• Document, monitor, and improve services contracted to clients.
• Drive timely audits and maintain governance standards.
• Identify client MI needs and coordinate bespoke reporting delivery.
• Steward critical client initiatives.

Skills

Client stewardship

Strategic partnerships

Delivery management

Stakeholder communication

Incident management

Tools

Salesforce

Job description

Ready to drive the success of Equifax's most valuable clients? As a Senior Client Service Manager, you will lead strategic partnerships, champion operational excellence, and unlock unparalleled value. You'll be the indispensable expert, taking full ownership of crucial relationships and ensuring our top-tier clients maximise the power of Equifax solutions.

You will embed yourself deeply in your clients' businesses, becoming their trusted strategic partner. From anticipating future growth to delivering tailored solutions, you'll be the primary point of contact for all non-sales related issues, proactively managing and increasing the value we add.

You will also lead during critical incidents, mitigating impacts through robust communication and solutions delivery, and taking full ownership of client queries from start to finish. You'll navigate our internal landscape to ensure services consistently exceed expectations and meet contracted standards, always challenging the business to remain client-focused.

This role requires face-to-face client contact, involving travel and agile working, with regular out-of-hours on-call support for our top-tier clients.

What you'll do

• Shape Strategic Partnerships: Strategically lead and implement bespoke client relationship management strategies for our most valuable EFX and TDX clients, setting the standard for premium service and driving long-term success.

• Cultivate Proactive Engagement: Design and implement bespoke proactive contact strategies (including service reviews, pricing and fee reviews, client change request overviews, and value add driven review activity) to maximise client relationships and unlock new opportunities.

• Champion Operational Excellence: Measure and monitor the end-to-end performance of services, ensuring they meet contracted service levels and quality standards, identifying opportunities for continuous improvement and client satisfaction.

• Refine Client Support: Evaluate and enhance our client support model, ensuring it remains fit for purpose and consistently delivers the highest levels of required support.

• Drive Cross-Functional Delivery: Direct and coordinate efforts across the company to ensure the delivery of high-quality services that consistently meet or exceed client expectations.

• Innovate Service & Process: Proactively identify, propose, and implement opportunities for service and process improvements that directly benefit our clients.

• Enhance Service Documentation: Work collaboratively across the organization to document, monitor, measure, and continuously improve services contracted to clients.

• Ensure Compliance & Audits: Drive the timely completion of all audits and associated actions across the business, maintaining rigorous standards within agreed timelines.

• Deliver Insightful Reporting: Identify client MI and reporting needs, then coordinate the creation and delivery of bespoke service reports. Leverage these insights to drive value, enhancing client advocacy by demonstrating tangible benefits.

• Steward Critical Client Initiatives.

What Experience you need

• Senior-Level Client Stewardship: You possess a proven track record in successful client service and senior-level client relationship management, adept at nurturing and growing valuable partnerships.

• Proposition Leadership: You have a demonstrated ability to strategically manage client relationships and proactively lead the client proposition from the forefront, driving mutual success.

• Improvement Driver: You can confidently identify and implement impactful service improvements that enhance client value and operational efficiency.

• Exceptional Delivery Management: You excel at effectively managing the delivery of multiple complex initiatives, ensuring successful outcomes.

• Client Satisfaction Champion: You consistently deliver high standards of client satisfaction, building strong advocacy and trust.

• Technical Service Acumen: You are skilled in supporting technical service reviews, particularly in critical incident management scenarios.

• Influential Communication: You possess a high standard of communication, enabling effective engagement and influence across all levels of an organization.

What could set you apart

• Experience operating within an FCA regulated industry

• Demonstrated ability to navigate and follow complex processes with precision and efficiency.

• Proficiency with Salesforce as a CRM system.

• Familiarity and experience utilising Google applications (e.g., Google Workspace).

We believe great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday-Thursday) , paired with Friday Flexibility to wrap up your week remotely.