Head of Client Service Discipline
Brown Brothers Harriman
Luxembourg,
il y a 1 mois

Job Description

The Head of Client Service Discipline is responsible for leading a team to design and drive insight led client service initiatives for Investor Services.

This includes coordinating the quality of client engagements, client experience, and managing the infrastructure required to ensure global consistency for all client service teams.

The GCS Discipline Executive is a global role liaising with the GCS Pillar to lead highly strategic initiatives to proactively enable solutions focused, value added client service to Investor Services clients.

Reporting into the Managing Director, head of Client Service Americas, and leading a highly visible team, the GCS Discipline works closely with SD Product Delivery, Relationship Excellence, Sales, Product Strategy, Human Resources, Systems, Controllers and Project teams in order to provide strategic leadership for important change programs that are meant to transform Client Service globally by building new capabilities to support new products and to ensure measurable criteria are in place to track progress.

Principal Accountabilities : Strategy & Governance

Strategy & Governance

  • Drive the implementation of Insight Led Client Service globally to establish consistent behaviors and a client centric culture
  • Establish standards, protocols, and processes to support client satisfaction
  • Support build out of new capabilities to optimize new products
  • Support GCS Regional heads for the coordination and strategy with respect to technology and investments
  • Advise and guide GCS Pillar approach to insight generation, marketing, sales, and business development opportunities
  • In collaboration with the head of GCS and regional heads, coordinate and support detailed updates to steering committees, executive sponsors, and other senior level forums as needed
  • Planning & Operations

  • Support the head of GCS in coordination with the Regional heads with respect to financials, budgets, projections and headcount management for GCS pillar
  • Ensure that the proper measurement systems and tools are in process and practice (i.e., dashboards) to track progress, awareness, and support of GCS activities through formalized metrics
  • Globally coordinate best practice initiatives as it relates to Risk and Compliance standards
  • Communication and Change Management

  • Launch communication campaigns to market initiatives, raise awareness and understanding to drive adoption of Client Service related outcomes and principles
  • Responsible for high level communications to executive level sponsors regarding the strategy and execution of the Client Excellence agenda, both verbally and in written documents / presentations
  • Oversee the build of collateral, town hall meetings, and other content facilitation and coordination of the GCS strategy
  • RfP support and coordination
  • Leadership & Talent Development

  • Build, lead, coach, and manage a team of GCS Discipline professionals
  • Establish governance and protocols for multiple streams of experimentation and idea generation
  • Support the head of GCS and Regional heads with organizational design considerations for Global Client Service, with a distinct focus on skills assessment, capability planning, training and development aligned with technology, product and strategy
  • Education level and / or relevant experience(s)

  • Bachelor’s degree required
  • 15 years of professional experience in client service, internal strategy, business development, relationship management and / or transformation roles
  • Knowledge and skills (general and technical)

  • Demonstrated experience in defining strategy, executing a vision, and transforming businesses
  • Expertise in Fund Accounting, Fund Administration, Custody, Transfer Agency high preferred
  • Prior experience of working directly for and with senior leaders / executives across multiple divisions and perspectives
  • Proven track record of successfully managing and executing projects and driving initiatives for the business in a global and matrixed environment
  • Strong leadership and managerial skills and competencies; ability to motivate, inspire and empower in all circumstances
  • Strong change management experience and skills
  • Strong written and oral executive-level communications skills, including the ability to quickly adapt message based on different audiences, perspectives, agendas and geographies
  • Ability to identify key issues, resourcefully gather information to break those issues down and develop plan of action to address challenges full life cycle of problem solving / troubleshooting skills
  • Strong Excel skills required, proficient in PowerPoint and MS Office suite
  • Knowledge and understanding of basic corporate finance, market drivers (economic, regulatory, etc) and cost / profitability criteria
  • Other requirements (licenses, certifications, specialized training, physical or mental abilities required)

  • International travel required
  • Knowledge of outsourcing and offshoring practices
  • Full timeLuxembourg

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