The Client Support Senior Manager (CSM) is responsible for leading and directing the team of CSM’s in Ireland . Each CSM  is responsible for monitoring customer satisfaction for allocated clients within Market Solutions. 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. This role will have management responsibilities. 

Main activities

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), in conjunction with the operations team and taking into account the client's situation
   

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

Skills

• Coordinate internal/external players
• Produce reports 
• Manage complaints
• Manage a client relationship
• Optimise operational processing
• Report on his/her activity
• English
• Office automation
• Project management
• Client-oriented behaviours
• Compliance

Bachelor Degree

• 6-10 years of experience in Market Solutions/Custody