Client Service Manager

Job Overview

Broadridge is seeking a Client Services Manager to manage day‑to‑day client queries and ensure high‑quality service for German bank and broker clients. The role focuses on maintaining SLAs, resolving escalations, onboarding new clients and products, and leading a client service team.

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.

Qualifications

• Minimum 3‑5 years of experience in a client service delivery related role.
• Proven people leadership experience with the 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 the capacity to collaborate across departments to resolve issues promptly.
• Ability to manage own workload and drive efficient team performance under pressure during proxy season.
• Excellent communication, client service, and management skills with the 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.