Manager, Client Service Resume Sample
Ibrahim Price
2657 Conroy Causeway,
Chicago,
IL
+1 (555) 111 4470
Work Experience
Manager, Client Service
01/2017
-
PRESENT
Boston, MA
- Develops and maintains specific subject expertise and advises businesses management, and relevant third parties
- Responsible for interacting with various business areas to determine automation needs and provide ongoing systems support
- Actively support the Bank’s participation in Automotive Captive Finance Programs to capitalize on relationship building and improving the service offering
- Work across functional business units to support organizational initiatives and business needs
- Promote inter-departmental and inter-divisional communications and teamwork
- Acknowledge client communications within a reasonable timeframe and provide updates when relevant information is obtained and/or when requested
- Anticipate client and internal customer needs by asking follow-up questions and by providing all pertinent information to a situation
Manager, Client Service Management
07/2012
-
09/2016
Chicago, IL
- Maintain real-time log of all client requests and events and update within required timeframes
- Track data and metrics, such as Issues Log and Key Performance Indicators (KPIs), Management Information Statistics (MIS), or scorecard reporting
- Identify and escalate potential risks to management by balancing strong client service along with protecting Northern Trust
- Partner with clients and other internal teams to deliver quality service that meets all SLAs and achieves targeted scorecard ratings
- Create/use the Voice of Client (client satisfaction) information to proactively monitor and manage the client including early discussions with the client and internal groups where persistent problems are evident
- Engage in dialogue around the client’s business, their objectives and critical success factors to understand their future needs and implications around how they view service standards and areas of greater or lesser importance
- Key contributor to the development and maintenance of the Client Profile, CRM, SRR and global dashboards to monitor client’s overall health status
- Facilitate new customer onboarding and/or launches liaising with partner contacts and internal servicing and Business teams to understand and document requirements and timelines
- Responsible for the overall service quality delivered to institutional (B2B) clients including monitoring and managing escalations for systemic issues – client retention
Manager Client Service
04/2008
-
06/2012
Detroit, MI
- Responsible as the 3rd line of escalation (with the first two being within the Operational units) to resolve issues
- Where concerns exist, create and drive recovery action plans that often cut across multiple operating units, other divisions of I&TS and utilize resources outside Client Service
- Proactively manage internal, market and regulatory changes with clients; ensuring the operational elements are executed against
- Lead/accountable for solution delivery for client requests/complex issues, often finding solutions outside the standard operating parameters – manage client as it relates to their involvement in these projects/solutions, manage internal stakeholders and advance changes in the clients’ operating/engagement model to address requirements
- Lead regular operational client meetings to advance various joint items involving the client and internal stakeholders; using logs, minutes/action points, etc to ensure items are being jointly addressed in a timely manner
- Understand current operating models within RBC I&TS as well as their application against the appropriate business segments
- Key contributor to the development and maintenance of the Client Profile, CRM and global dashboards to monitor client’s overall health status
Education
Langston University
2004 - 2008
Bachelor's Degree in Business
Professional Skills
- Adapt to and work effectively within a constantly changing environment. Excellent customer service and problem solving skills
- Effective time management skills and the ability to effectively manage and prioritize multiple assignments/tasks
- Decision making, problem sovling, resource allocation, strong planning, co-ordination skills
- Excellent organisational skills, with accurate manipulation, analysis & checking of figure work
- Highly motivated, sales-oriented with strong communication skills
- Strong analytical, presentation and interpersonal communication skills
- Fund accounting experience. Supervisory and management experience in Fund Accounting
How to write Manager, Client Service Resume
Manager, Client Service role is responsible for customer, research, leadership, reporting, retail, finance, training, integration, procurement, payroll.
To write great resume for manager, client service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Client Service Resume
The section contact information is important in your manager, client service resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Manager, Client Service Resume
The section work experience is an essential part of your manager, client service resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager, client service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, client service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Client Service resume experience can include:
- Work in a high performance, fast-paced team environment. Solid computer skills, including ability to use Internet and MS Office effectively
- Effectively manage external and internal escalations to effectively resolve client or risk issues
- Strong analytical and communication skills; excellent attention to detail
- Good people management skills with ability to manage team
- Competent computer skills, including Microsoft Office, Word, PowerPoint, Excel, and Outlook
- Demonstrated experience in fast paced service environment
Education on a Manager, Client Service Resume
Make sure to make education a priority on your manager, client service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, client service experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Manager, Client Service Resume
When listing skills on your manager, client service resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical manager, client service skills:
- Good organizational & multitasking skills
- Negotiation, Influencing and persuading skills
- Provides resources and direction to effectively service customers, Client training, reporting, presentations, and communication
- Strong history of and focus on building small, yet highly effective teams
- Monitors and effectively managing to established KPI’s. Implement solutions for identified service trends
- Command of primary market research skills is required; in addition to the command of data caveats, sources and applications
List of Typical Experience For a Manager, Client Service Resume
1
Experience For Manager, Client Service Management Resume
- Strong preference for Mandarin Speaking. Reading and Writing Talent
- Ten or more years’ experience in the banking/credit union (or related) industry
- Experience within Retail or an FMCG within a sales, marketing, category or analytical role
- Experience handling day-to-day activities in conjunction with longer-term initiatives
- Excellent interpersonal and networking abilities with clients and internal stakeholders
- Experience with Auto and Finance Category development role
- Team Management experience and passion to drive success through a team
- Investment operations experience with Defined Contribution/Defined Benefit product administration
- Ensures collaboration within Client Services and other functional areas within First Data to provide a best in class customer experience
2
Experience For Senior Manager Client Service Resume
- Establishes cross-product support culture to create a more efficient environment and enhance the Client experience
- Remain abreast of client feedback on service quality and coach the team to prevent issues and improve the client experience and related initiatives
- Including providing updates to Fiserv Senior Leadership Team
- Be responsible for driving growth, managing performance against the One Nielsen financial operating plan and ensuring operational excellence
- Oversees hiring, managing, and developing employee(s)
- Responsible for team knowing and understanding its client base
- Responsible for obtaining in-depth knowledge and understanding of IOO products and services and how they are manufactured and delivered
3
Experience For Manager Client Service Resume
- Proficiency in organizational revenue forecasts and client budgets and billing process for accuracy and timeliness
- Manage ongoing client relationship and level of engagement
- Familiar with media and marketing environment and trends within Australian market
- Communication including presentation of information to senior audiences
- Familiarity with research methodologies/ familiar with Nielsen services/adept at using analytical software
- Solicits feedback from clients on the overall satisfaction of First Data’s operational servicing
- Review and update roles’ process flows and desktop operating procedures to improve their quality and usefulness
4
Experience For Manager, Client Service Operation Resume
- Perform supervisory functions over the Client Service Analysts to ensure the completion of daily processing functions
- Foster a team environment through coaching and leadership
- Ensure maximum client satisfaction through high level of client service, utilising the Client Engagement Model approach
- Build working relationships with clients
- Manage the overall success of client projects, from setup to analysis, report writing to presentation delivery
- Own project related client discussions and meetings, working with senior client service team as needed
- Supports the Coverage team to define the client’s business case
- Ensure consistent implementation and execution of Client Service protocols as defined by the Head of Client Service and Solutions
- Leverage and share best practices of the global Client Service and Solutions function
5
Experience For Associate Manager, Client Service Resume
- Provide accurate and timely key performance indicators to the Director, Client Service using the appropriate tools and processes and maintain all relevant information about our clients
- Proactively coach all team members to ensure first class execution of the disciplined Client Operations and Client Service and Solutions processes, in particular: process excellence, efficiency and risk mitigation
- Be visibly engaged as player coach in the facilitation of client review meetings
- Coach staff to seize every opportunity to elevate the dialogue during meetings to seek broader and deeper understanding of clients’ business needs and critical success factors
- Oversee regular operating model and process reviews within established protocols i.e. identify the financial and risk impact of decisions relating to the client's business and RBCITS profitability
- Contribute to the development and maintenance of the client profile, CRM, SRR and global dashboards (client satisfaction log, key client at risk log) to transfer all client knowledge within Client Service and Solutions and S&D
- Ensure Client Business Managers are confidently able to articulate RBCITS strategic messages, which includes change, technology, products and services relevant to the client, with proactive engagement with business partners (incl. Marketing and Corporate Communications)
6
Experience For Senior Manager, Client Service & Solutions Resume
- Rigorous and disciplined approach to executing our Client Service model whilst focusing on process excellence, efficiency and risk mitigation
- Execute regular portfolio reviews to identify potential opportunities and prevent service creep, ensuring client requests are in line with RBC product offerings
- Work in partnership with the Coverage team on account plans to identify key client stakeholders
- Continually self-educate on the local competitive landscape and client perceptions of RBC I&TS market competitors. Apply knowledge in design and delivery of effective client retention strategies
- Proven track record in leading presentations and negotiation conversations
- To identify each businesses’ risk issues, and to be proactive in promoting possible solutions to manage any residual risks
7
Experience For Senior Manager, Client Service, Europe Resume
- Comprehensive knowledge of major competitors within the global custody market
- Coach and performance manage individual CSM’s against performance goals
- Able to manage a basic project end to end, working with research and operations teams to plan the logistics, do relevant departmental briefings, control the quality and the resolve any issues as they arise
- Manage and develop the team’s knowledge and coach them in the use of analytical skills to conduct high quality research
- Manage the accountability for the overall service experience of the clients under team’s management
- Work closely with cross-functional and multi-national teams
- Set standards of excellence, ensure timely and quality deliverables
- Conduct performance appraisals as required by Fiserv’s Performance Appraisal Process
8
Experience For Team Manager, Client Service & Support Resume
- Coach, Mentor and lead team as to the achievement of desired performance targets
- Ensure the team’s compliance with the Fiserv Code of Conduct, T&E and all other relevant HR policies
- Ensure the execution of the prescribed strategy across the assigned sphere of influence
- Ensure an effective partnership with our CS Operations, CS Back Office, CS Support, Product, Sales, Account Management, and Technology colleagues in an effort to ensure Customer Solutions is enabled to support it’s prescribed businesses in an efficient and effective manner
- Partner with CS Operations Readiness, Project Mgmt and Quality to ensure the Operational Readiness of all clients subscribing to services supported by Customer Solutions, per the assigned LOB
- Ensure the team provides a proactive and consultative approach to the client’s overall service experience with Customer Solutions and Fiserv via on-site visits and regularly scheduled phone conferences
- Work closely with our business partners to coordinate the implementation of new products and enhancements with the business systems, conversions, operations and systems and programming groups
- Live the Fiserv Values / Customer Solutions Service Management Culture Statement
- Model the Code of Conduct and Quality in Daily Work
9
Experience For Project Manager / Client Service Manager Resume
- Manage complex workloads to ensure all SLA’s are met
- BA / BS / Psychology Required
- Fluency (verbal and written) in English is essential
- Maintains or improves the call center’s real-time responsiveness to ensure quality service is provided to clients by using effective inspection and monitoring tools and techniques. Responds quickly when opportunities are seen to improve service levels
- Lead remote or dispersed teams
- Lead process improvement initiatives, both technical and operational in nature
10
Experience For Manager, Client Service Managers Resume
- Liaise with internal business partners to define and communicate client services standards, articulate client experiences, behaviors and expectations and act as a client advocate in projects and process discussions
- Analyze relevant data to figure out client service trends, outputs and satisfaction
- Manage teams’ Key Performance Indicators (KPIs)
- Act as senior escalation and contact for client service, operational issues/concerns or other service related matters
- Ensure the needs of the Investment Managers/Clients are being met including ownership of certain Custody Client Service Relationships and delivery and/or participation in service reviews
List of Typical Skills For a Manager, Client Service Resume
1
Skills For Manager, Client Service Management Resume
- Customer Centric approach to work and strong client management skills
- Excellent customer service, and communication (both verbal and written) skills required
- Establish and maintain excellent working relationships with peers throughout the organization to enhance the client’s experience
- Type of work experience required: Experience in technology or software related business required
- Demonstrated experience in institutional Asset management, Client Relationship and Service management
2
Skills For Senior Manager Client Service Resume
- Manage, train, coach and mentor staff to enhance their skills and product/industry knowledge
- People leadership experience in a client facing setting
- Consulting experience, working with Enterprise level clients
- Strong understanding in reading Nielsen or other similar data sets
- Experience with learning and using payroll applications and office technology
- Experience with the following systems advantageous: CMS, GSP, Workbench and IMs
- Effective team management including
- Experience in working with cross-functional and multi-national teams especially business and senior management
3
Skills For Manager Client Service Resume
- Hands-on experience of using Microsoft Office: Word, PowerPoint, Excel, Outlook
- Experience successfully managing accounts of high profile Fortune 1000 companies
- FMCG (marketing / analysis / sales) or research-related industry experience desired
- Experience in banking and/or investment services
- Team building - Identify and motivate appropriate team members for an effective team. Create a positive environment
4
Skills For Manager, Client Service Operation Resume
- Champions a strong service culture throughout the team with the aim that Investment Managers/Clients receive first class client servicing
- Technical knowledge of trust or asset management usually acquired through related work experience is required
- Experience in market research or sales
- Demonstrate knowledge & develop proposal within client's MR budget
- Insurance experience in property and casualty, life and/or health benefits
- Self-starter who can be effective with minimal supervision
- More than 15 years of the industry experience
5
Skills For Associate Manager, Client Service Resume
- More than 10 years of experience of the institutional client service role
- Business to business experience
- Strong Client Focus, with confidence and proactiveness to drive new ways
- Competency in and demonstrated ability to mentor peer groups and subordinates for the benefit of the team and organization
- Consultative and performance-oriented with experience and can comfortably interact with C-level executives
- Contribute to operational improvements to streamline centre procedures/processes and enhance overall customer experience
- Proactive with the ability to build strong client relationships
- Demonstrated leadership involving leading teams and change management
- Developing strategic understanding of industry trends, competition and opportunities for Nielsen
6
Skills For Senior Manager, Client Service & Solutions Resume
- Managing & Developing Staff
- Working knowledge of qualitative research techniques and methodologies
- Ensuring that the Bank’s Complaint Resolution process and Chain of Communication are followed at all times
- Desire to work in a highly challenging, fast-paced, and changing environment
- Translate new product and service requirements, assessing the risks of process changes and managing their introduction
- In-depth knowledge of the Bank’s lending philosophies, Policies & Procedures
7
Skills For Senior Manager, Client Service, Europe Resume
- Client satisfaction as measured by our operational deliverables and ability to handle client’s new requirements/day to day servicing needs
- Start to foster strategic client relationship , demonstrating Nielsen value through high impact client delivery
- Attentive to details and showing strategic insights in the delivery of research findings
- Flexible and adaptable with an appetite for implementing positive change
- Thorough understanding of the Bank’s and ADS’s strategic business direction and mandate
- Provide support as needed in a 24/7 environment including weekends and holidays
- Knowledge and understanding of payroll processes and tax compliance
- Lead projects resulting in improved client service, productivity and efficiency
- Lead program to enable ongoing external Client Partner integration
8
Skills For Team Manager, Client Service & Support Resume
- Develop and implement client services policies and procedures related to servicing start up clients
- To be able to read short and long term trends and able to translate it in actionable insights
- Personal enabler and self-starter with demonstrated ability to identify opportunities for continued self-development & adaptability to feedback; highly motivated and looking to be inspired
- Strive for effective project design (sampling, questionnaire, methodology)
- Self-confident and challenges the status quo by asking questions and seeking reasonable answers
- Participate in training juniors
9
Skills For Project Manager / Client Service Manager Resume
- Display leadership characteristics; able to adapt communication style to various audiences
- Able to explain to client in details on Nielsen CI’s products (at least 3)
- Client retention (shared with S&D)
- Resolve escalated client issues within the required units in a timely manner
- Identify retention concerns outside of service and requirement issues
- Ensuring that all unit staff deliver a high level of “front-line” service and support in all interactions, ensuring response quality and timeframes are established and maintained and to the client’s satisfaction
- Ensuring all inquiries/correspondence/complaints are effectively and accurately investigated, responded to and resolved within established timeframes and to the client’s satisfaction (including accurate and timely data entry of all manual requests and ensuring rate changes are accurately processed)
10
Skills For Manager, Client Service Managers Resume
- Contributing, as part of the Senior Management team, to ADS’s long term and strategic planning including new product launches, new business strategies
- Responsible for the overall service quality delivered to institutional (B2B) clients including monitoring and managing escalations for systemic issues and client retention
- Lead the timely resolution of cross-operational unit issues, inquiries or complex concerns – usually across multiple units, often with ties to treasury, IT or other units outside I&TS
- Proactively manage internal, market and regulatory changes with clients
- Act as lead for the service elements within the Client Team. Responsible for the overall service quality delivered to institutional clients including monitoring and managing escalations for systemic issues – client retention
List of Typical Responsibilities For a Manager, Client Service Resume
1
Responsibilities For Manager, Client Service Management Resume
- Liaise with internal partners to facilitate seamless implementation and effective communication of market or product related changes and service/process best practices
- Promote change management where processes are constantly challenged by all members of the team to ensure operational efficiencies and standard solutions are sought
- Provide performance feedback to staff as part of Northern Trust’s formal performance management process. Coach and develop of direct reports and provide guidance/development support
- Continuous improvement of service provision both in terms of quantity and quality through the efficient use of all resources and due consideration to risks and controls. Ensure root cause of ASLs are evaluated and addressed and manage exceptions/exposures appropriately
- Demonstrates working knowledge Fiserv resources/solutions
- Experience in Supervisor
2
Responsibilities For Senior Manager Client Service Resume
- Ensure daily validation of client importance to us
- Ten or more years’ experience in customer service
- Fifteen years’ experience required
- Manage ongoing client relationships and levels of engagement
- Contribute to group revenue through identifying additional opportunities
- Ensures objectives support those of the overall business and department
- Ad hoc project related work as needed
3
Responsibilities For Manager Client Service Resume
- Manage key account or channel relationships and strategic initiatives as primary point-of-contact
- Assists in corporate/organizational strategy development
- Lead day-to-day management and optimization of client initiatives and long-term strategy
- Proactively find new ways to build the client business and organically grow accounts
- Understand client needs and requirements to uncover additional opportunities for potential growth in organic revenue and act proactively on each
- Responsible for day-to-day customer satisfaction
4
Responsibilities For Manager, Client Service Operation Resume
- Leads a team of 12-15 National Accounts HCM Consultants
- Build relationships and work with people at all levels in an organisation
- Develop relationships with senior stakeholders
- Drive group revenue through new business opportunities
- Presentation of bigger picture, strategic presentations to clients
- Curiosity to find the right solution and drive change
5
Responsibilities For Associate Manager, Client Service Resume
- Familiarity with research methodologies/ Familiar with Nielsen services/ software
- Manage and deliver on clients analytical needs through effective briefing sessions, running analysis in our advanced software tools and delivering the results in a meaningful way to the client
- Build relationships and work with senior stakeholders and people at all levels in an organisation
- Familiar with FMCG environment and trends within Australian market
- Passion to drive success through a team
6
Responsibilities For Senior Manager, Client Service & Solutions Resume
- Enforce all company policies and procedures related to employee and customer conduct. Partner with various market level support teams (i.e. Finance, HR, MFS, Recon, Safety, Security, Sales) to ensure effective and efficient operational processes that align with company objectives and strategies and high quality customer service and support
- Sit or stand for prolonged periods of time. Ability to perform repetitive tasks
- Manual dexterity. Vision abilities required include close, distance and depth perception
- Coordination and execution of setup activities for Stable Value Investment Only Clients, Intermediaries, record keepers, etc
- Management and resolution of complex service issues
- FINRA Series 6, Series 63 and State Life Insurance licenses required upon hire
- Manages a team who perform day to day servicing for Clients or deliver proactive service solutions to Clients in support of First Data’s “Customer First” initiatives
- Works with the Operations Team on critical initiatives including, but not limited to, external projects, incident response, process improvement, employee training, and developing/maintaining standard operating procedures
- Maintains or improves the call center?s real-time responsiveness to ensure quality service is provided to clients by using effective inspection and monitoring tools and techniques. Responds quickly when opportunities are seen to improve service levels
7
Responsibilities For Senior Manager, Client Service, Europe Resume
- Responsible for creating and reporting on client satisfaction
- Escalate and document client service requests which require manual support
- Update and maintain functional task & deliverable (FTD) list
- Train and/or mentor other team members on TDRs
- Master the responsibilities of core functions and cross-train to learn additional functions
- Monitor attendance, performance standards, individual and team productivity measurements and work towards improvement in all areas
- Perform regular performance appraisals and prepare development plans for all team members
- Be responsible for the adherence to quality control measures, monitor and review operational controls to ensure compliance with internal procedures and external regulatory requirements
8
Responsibilities For Team Manager, Client Service & Support Resume
- Provide accurate reporting of statistical measurements (transactions and accounts) and interface with brokers and other third or internal parties to ensure resolution of ageing items
- Ensure accounts are set up on all internal systems accurately and timely and oversee new business conversions with the team to ensure smooth and accurate processing in the start-up days
- Delegate and assign new functions and new business to team members to ensure productivity and quality standards are met
- Participate in the writing and review of new and existing procedures, provide direction and training for new employees and also to existing employees in the case of new processes and procedures
- Ensure new procedures are implemented within the team
- Have ongoing responsibility for identification of improved processing through automation, cost reduction or revenue generation initiatives throughout the section
- Participate in the recruitment of team members
- Deputise for their Manager in his/her absence
- CMA/CFA would be advantageous
9
Responsibilities For Project Manager / Client Service Manager Resume
- Familiar with the client service requirements by the major Japanese public pension funds
- Sit, stand and walk for prolonged periods of time.Vision abilities required
- Technical acumen and ability to translate complex technical dialogue into client consumable communication, both verbal and written
- Define and implement structure and process rigor
- Fair, competitive pay that rewards firm and employee performance
- Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts; Employee Stock Purchase Plan
- The opportunity to do the best work of your life
- Able to speak fluent English, Manderin
10
Responsibilities For Manager, Client Service Managers Resume
- Drive cost efficiency through process improvement initiatives
- Drive the performance of the team to achieve key financial targets
- Effective management of capacity and performance to ensure the utilisation of resources is maximised with view to assisting other teams during periods of peak volume
- Manage the core client service team, developing them to drive client satisfaction by providing insights and actionable recommendations based on analysis of various data-sets
- Identify the greatest areas for Nielsen to further support the client and mobilise Nielsen's cross-functional teams to deliver against these opportunities
- Promote the use of job aids and training material to assist in control accountabilities (e.g. Managers’ Handbook, Current Fraud Schemes and Prevention Guide, Special Bulletins, etc.)
- Lead and apply the performance management process, supporting employees in their personal and professional performance development through regular coaching and feedback
- Excellent project management and organizational skill, and ability to manage large multi-country studies
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