The Client Support Manager (CSM) is responsible, within his/her business line, for monitoring customer satisfaction. As such, he/she guarantees the quality of services and the advancement of action plans aimed at optimising client satisfaction. He/she ensures regular internal reporting, but may also be in direct contact with the client as needed for problem solving.

Track client satisfaction and operational effectiveness
Operational responses to clients

• Produce reports for his/her management chain and the Client Team which make it possible to measure the quality of responses given to client requests (response and handling times)

Operational efficiency

• Define, implement and follow up in the event of insufficient services relative to the level defined in the Service Level Agreements (SLAs),

Management of the client experience

• Produce reports which make it possible to measure client satisfaction, complaints and reports of dissatisfaction
• Present the operations teams with the information relating to reports of dissatisfaction for discussion
• Analyse any recurring problems and, where applicable, propose and monitor corrective action plans
• Notify his/her management chain, the Client Owner and the CRM of these problems within 24 hours by sharing a progress report with them until the solution is implemented

Operational Memorandum/SLA

• Contribute to the writing of Ops Memos/SLAs
• Analyse existing Ops Memos in conjunction with his/her business line and define potential changes
• Share with the Client Team any needs to review a particular process with a client

Client requests for IT adjustments

• Ensure that the requests are recorded in accordance with the formal mechanisms required (person responsible, delivery date, etc.)
• Within the committees on which he/she sits, may define the priority applications for development

Client contact for problem solving purposes
If there are significant problems (recurring quality problems, changes in process, operational or IT incidents, etc.):

• Be the client's point of contact in tracking the resolution of these problems
• Define and internally organise remedial measures

• Post-secondary education with an accounting/finance or business concentration or equivalent experience.

• Extensive experience in custody, settlement or financial services industry in an operations environment.

• Interpersonal and networking skills with a proven track record of dealing with clients, management, colleagues and staff.

• Good communication, presentation and negotiation skills.

• Good innovation and change management orientation.

• Good business acumen and profit orientation.

• Risk management and mitigation focus.

• Proven organisational and time management skills.

• Track record of developing and implementing innovation and change.