Client Service Delivery Job Description

Client Service Delivery Job Description

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Client service delivery provides sound client advisory services related to risk identification, management, transfer, insurer selection, coverage design, implementation and management of insurance solutions, renewal review and negotiation, and claims advocacy.

Client Service Delivery Duties & Responsibilities

To write an effective client service delivery job description, begin by listing detailed duties, responsibilities and expectations. We have included client service delivery job description templates that you can modify and use.

Sample responsibilities for this position include:

Build a stable senior relationship with the client to support key interactions and seamless execution and escalation
Use understanding of transfer agency operations to build out a progressive approach to improving the quality of service delivered to the client
Maintain an effective interactive relationship with internal partners including fund accounting, sales, technology, solutions, and custody and product development
Support the standard of delivery through proactive client engagement and effective deliverable planning including using operational knowledge to take end to end ownership of issue resolution
Be an active participant on key initiatives driven by the Transfer Agency Middle Office Team
Identify core weaknesses in any aspect of service delivery
Promoting collaboration involving clients, employees and vendor partners
Ensuring the effective planning, management, production and delivery of all types of channels that reach diverse audiences across the business
Advising stakeholders on the best communication channels and on content development crafting messages and stories, use of language, tone of voice, interpreting messages for specific audience groups and sharing knowledge with the organisation
Experience of developing and delivering the full range of communication channels, combining innovation and adoption of new approaches with cost effective delivery, the technical competence to produce and deliver content for all channels and the ability to effectively brief others to do same

Client Service Delivery Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Client Service Delivery

List any licenses or certifications required by the position: ITIL, PMI, PMP, MCSA, CCTS, CISM, CISSP

Education for Client Service Delivery

Typically a job would require a certain level of education.

Employers hiring for the client service delivery job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Finance, Business, Education, Accounting, Management, Computer Science, Technical, Engineering, Technology, MBA

Skills for Client Service Delivery

Desired skills for client service delivery include:

Trust
Coverage forms in the analysis of program design
Identification of coverage gaps
Ongoing coverage consultation
Insurance renewal end to end process
Asset management and accounting to manage client relationships
Commercial insurance renewal end to end process
General finance and portfolio management concepts to consult on client needs
General finance and portfolio management concepts usually acquired through formal education
Asset management and accounting usually acquired through related work experience

Desired experience for client service delivery includes:

The ability to enable and motivate others to deliver great communication content through effective channels
Analytical skills for measuring and reporting on the effectiveness of communications and engagement channels
An understanding of the external market / environment – political, regulatory, economic, social, environmental, technological issues, trends, developments, threats and opportunities – and the implications for Communications and its stakeholders
The ability to diagnose and analyse Communication issues
Strategic planning and business case development experience
Experience with Communication measurement and evaluation processes – qualitative and quantitative

Client Service Delivery Examples

1

Client Service Delivery Job Description

Job Description Example
Our company is growing rapidly and is looking for a client service delivery. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for client service delivery
  • A strong people manager able to get the best out of people by utilising skills, strengths and experience
  • Proficient with Photoshop or other image creation and editing tools
  • Familiar with social marketing and engagement strategies
  • Able to pick up technical concepts quickly and translate these for a non-technical audience
  • Educated to Bachelor Degree level with a concentration in Communications, Journalism, Public Relations or Marketing (or equivalent qualification / work experience)
  • Be an active participant on key initiatives
  • Ensure awareness of clients overall CIB operating model
  • Client Interaction- Primary senior point and the primary communication source for escalation of all issues, service updates, and progress updates in relation to TA Cash Reconciliation Oversight & Reporting with Transfer Agency Clients
  • Day to day oversight of Transfer Agency Cash Reconciliation operations, including offshore locations and ensuring compliance with Annex II
  • Daily sign-off of Cash Reconciliation Completeness Checks
Qualifications for client service delivery
  • Client servicing experience desirable
  • Knowledge of of the following investment areas (Funds Transfer/Cash Operations, Letter of Credit Processing, Internal Control, Operations)
  • Escalation of Aged and/or Large cash breaks
  • Trend Analysis and Aged Break Reporting
  • Oversight of Debtor reporting issued to Clients
  • Management of Transfer Agency’s Cash Reconciliation systems, including Contingency systems/processes
2

Client Service Delivery Job Description

Job Description Example
Our company is looking for a client service delivery. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for client service delivery
  • Daily review and oversight of all Fund Asset Accounts and applicable break and balance reporting to internal and external stakeholders
  • Preparation and/or review of daily Investor Money Reconciliations and Daily Calculations for all Investor Money Collection Accounts, including Immediate escalation of any Shortfall or Excess amounts resulting from the Daily Calculation
  • Breach reporting including instances of Shortfalls, Delays to or non-completion of obligations, Aged reconciliation breaks
  • Liaison with other Client Delivery (OSD team) Dedicated Client Leads in Investor Relations and Transfer Agency in relation to Cash reconciliation items impacting their clients
  • Point of contact with Fund Accounting
  • Participate in operations fast board meetings and ensure intraday communication with all back office processing teams to ensure seamless service delivery
  • Act as the primary client facing transfer agency subject matter expert
  • Continuous Review - Identify core weaknesses in any aspect of service delivery
  • Own the process and any actions end to end to fully resolve inquiries consistent with client SLA
  • Work with line-management on ad-hoc projects and initiatives to ensure agreed client service levels are met
Qualifications for client service delivery
  • Regulatory Knowledge in relation to Fund Asset Regime/ Investor Money Relation and advantage
  • Ability to multi-task, manage multiple deliverables and meet deadlines
  • Get up and go attitude
  • Knowledge of FA, TA, Custody
  • Self-starter / confident and outgoing
  • Fluent English, other languages considered an advantage
3

Client Service Delivery Job Description

Job Description Example
Our company is growing rapidly and is hiring for a client service delivery. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for client service delivery
  • Installs, configures, maintains, and distributes system software
  • Installs, maintains and repairs voice, data, and video communications systems
  • Providing support for Relationship Manager tasks such as call reporting, profitability, KYC requirements, at risk
  • Provide and promote first class customer experience
  • Create, implement, and drive a program to monitor client health and satisfaction across our 2200 MO-ASP clients
  • Create, implement, and drive a program to measure client retention and attrition levels
  • Acquire data via strategic primary and secondary research
  • Responsible for program results
  • Analyze and interpret strategic research
  • Determine and interpret potential risks and deliver solutions
Qualifications for client service delivery
  • Demonstrated skills in negotiation, delegating, leadership, and service management are necessary to be considered for these roles managing holistic deliverables on complex relationships
  • MS Office suite (Excel, PowerPoint, Word, Access), relational database knowledge a plus, SQL a plus
  • Being the senior client contact representing all applicable product disciplines, and provides for escalation on client
  • Ability to develop, build, and maintain effective, ongoing relationships with clients, staff and management
  • This position requires a strong professional commitment to the success of the customer along with a comprehensive understanding of how to enable that success through information technology and business management
  • Experience in Vendor and Client Management preferred
4

Client Service Delivery Job Description

Job Description Example
Our company is searching for experienced candidates for the position of client service delivery. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client service delivery
  • Develop solutions based on client’s business requirements and/or internal operational process gaps
  • Technical knowledge of Fund Administration service delivery
  • Daily review the assigned client’s request pipeline and keep up to date with the latest status of each request
  • Collaborate with all teams to clarify and escalate as necessary to complete the work with a sense of
  • Collaborate with all teams to clarify and escalate as necessary to complete the work with a sense of urgency
  • Assist management in planning the request execution sequence based on the client's need, timing, and priority as defined within the contractual Service Level Agreements, (SLAs) and understand and track contractual SLAs for each assigned
  • Align all the production changes with internal release management
  • Provide IT support to Account Management regarding client related questions and issues
  • Proactively communicate and take ownership of internal, external, senior, and executive escalations and inquiries
  • Own and drive the client’s ticket escalation process to address concerns constructively in a timely manner
Qualifications for client service delivery
  • 5 years of Program or Department Management experience required
  • Experience interpreting data and gathering insight based on the results
  • Ability to create and deliver executive level presentations on program progress and success
  • Proven ability to communicate effectively across all levels of an organization
  • Proven ability to use influence, rather than positional authority, to drive change and get results
  • Experience leading cross-functional process improvement projects and activities
5

Client Service Delivery Job Description

Job Description Example
Our company is growing rapidly and is looking for a client service delivery. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for client service delivery
  • Maintain department calendar and ensure to meet deadlines
  • Assist in budget preparation and expense management activities
  • Assist Department Managers in scheduling conference calls and making travel arrangements
  • Adhere to company policies and regulations
  • Maintain positive working relationships with department staff
  • Coordinate, plan, organize and execute Employee Engagement activities including team building and special events/ weeks
  • The job holder must demonstrate a clear awareness of the operational and reputational risk scenarios associated with the role and proactively minimize bank exposure to risk
  • The jobholder is expected to perform a professional and proactive review and negotiation of a portfolio of complex transactions, co-ordinating with external counsel, internal Group Legal and client services teams where appropriate
  • Understands and implements the global design and standards set by the functional leads
  • Sets and meets targets and kpi’s on client satisfaction (NPS and Greenwich), operational excellence
Qualifications for client service delivery
  • Proven ability to use data to create business direction
  • Previous experience engaging with internal or client senior executives to address service delivery issues negatively impacting client satisfaction
  • Previous experience in a customer satisfaction role
  • 5+ years of managed care clinical operations or account management
  • Strength in negotiation and gaining consensus across a multidisciplinary team (internal & external partners) to include Clinical Consultants, product and account management
  • Program management and product management experience

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