Senior Client Governance & Engagement Lead

Mars Capital; Dublin; Sur place; EUR 65 000 - 105 000; Plein temps

Résumé du poste

Mars Capital, a Dublin-based part of Arrow Global Group, seeks an experienced professional to join the Client Governance & Engagement Unit. Reporting to the Head, you will support day-to-day governance, client mandate oversight and performance against contractual obligations, coordinating queries, invoicing and audit activities.

You will contribute to improving customer journeys, communications and reporting, while helping manage change, renewals and service enhancements within a highly

Qualifications

• Experience in client management, governance, customer operations, service improvement or a related role.

Responsabilités

• To ensure a best-in-class experience for Mars Clients through:
• - Support the Head of Client Governance & Engagement Unit with the day-to-day governance and administration of client mandates and effective oversight of Mars performance against relevant contractual obligations.
• - Support the management of client procedures and governance documentation, ensuring records, reporting packs and management information are appropriately secured, maintained and version controlled through annual and out-of-course reviews.
• - Coordinate governance meetings, including preparation and collation of papers, maintenance of action logs, follow-up of agreed actions and timely escalation of outstanding matters.
• - Liaise with the client in relation to query management, supporting the investigation and response preparation of ad hoc queries, resolving issues and monitoring actions through to completion.
• - Support the preparation, validation and administration of client invoicing, including collation of supporting information, reconciliation of queries and maintenance of an appropriate audit trail.
• - Support management in optimising revenue generation and protection through periodic floor fee analysis and preparation of proposals for upcoming contractual renewals.
• - Support regular customer experience reviews by analysing customer journeys, customer feedback, complaints, appeals, operational performance and customer outcomes to identify trends, root causes and opportunities for service enhancement.
• - Support customer communication reviews, ensuring communications remain clear, customer-focused, accessible and aligned with regulatory requirements.
• - Help to coordinate client and internal audit activity, including information requests, evidence collation, stakeholder engagement, maintenance of audit action trackers and follow-up of findings through to closure.
• - Review and embed SLA and KPI performance, associated trends and opportunities, and prepare monthly and quarterly performance updates incorporating trend analysis and forecasting.
• - Support the preparation of internal and client-facing reporting packs from across the business, ensuring that management information is accurate, complete and provided within agreed timelines.
• - Support the review of Client policy changes to identify any impact on Mars procedures and customer outcomes, with appropriate follow-up across relevant business SMEs.
• - Support the Change Request Process by triaging new requests, confirming proposed changes with impacted stakeholders, maintaining records and monitoring agreed actions through implementation.
• - Participate in customer experience projects, change initiatives, transformation programmes and bids for new business as required.
• - Model company values and behaviours, demonstrating professionalism, integrity, accountability and a commitment to delivering positive customer and client outcomes.

Connaissances

Client governance

Governance documentation

Stakeholder management

Client invoicing

Audit coordination

Regulatory compliance

Data analysis

Communication skills

Problem solving

Cross-functional collaboration

Description du poste

Mars Capital, a Dublin-based part of Arrow Global Group, seeks an experienced professional to join the Client Governance & Engagement Unit. Reporting to the Head, you will support day-to-day governance, client mandate oversight and performance against contractual obligations, coordinating queries, invoicing and audit activities.

You will contribute to improving customer journeys, communications and reporting, while helping manage change, renewals and service enhancements within a highly