Client Service Manager
Broadridge · Frankfurt-Mainzer Landstr 211
At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.
Broadridge is looking to hire a Client Services Manager who will be responsible for delivering an exceptional client service experience to German bank and broker clients by ensuring high-quality, timely, and effective management of client queries. The role ensures workloads are appropriately allocated, service standards are consistently achieved, and all client enquiries are handled in line with agreed SLAs.
As the primary point of contact for German bank broker clients, you will be accountable for managing day-to-day queries, resolving issues, handling escalations, and addressing client concerns promptly and professionally.
Responsibilities:
- Act as the primary relationship contact for German bank broker clients, supporting proxy voting requirements and ensuring consistently high service standards
- Provide day-to-day client service support, responding to queries, resolving issues, and managing escalations in a timely and professional manner
- Lead successful onboarding of new clients, products, services, and processes, including project planning, client coordination, and regular progress updates to internal stakeholders
- Ensure internal and external SLAs are met, escalating risks that could result in service penalties, reputational impact, or reduced client satisfaction
- Monitor effectiveness of systems, policies, and procedures, recommending improvements to enhance operational efficiency, control, and service delivery
- Build strong collaborative relationships with internal teams, UK Client Services, and US counterparts to stay aligned on system developments, UAT testing, and platform deployments
- Support, coach, and mentor client service team members, developing team capabilities and ensuring alignment with broader business strategy and objectives
- Review team workflows to identify opportunities for continuous improvement, increased efficiency, and automation while maintaining and expanding product and industry knowledge.
Requirements:
- Minimum 3-5 years of experience in a client service delivery related role
- Proven people leadership experience with ability to balance client, team, task, and individual contributor needs while delivering year-on-year process improvements
- Strong ability to obtain results, exceed client expectations, and drive performance through the team
- Excellent attention to detail and results-focused approach with ability to collaborate across departments to resolve issues promptly
- Ability to manage upwards, manage own workload, and drive efficient team performance under pressure during proxy season
- Excellent communication, client service, and management skills with ability to motivate team members across different geographical locations
- Ability to travel to Germany for client meetings and to London to collaborate with the UK-based client service team
- Advanced-level proficiency in both German and English is required.
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We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective.
Use of AI in Hiring
As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.
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