Client Manager

Location: Edinburgh (Hybrid) 

In this position, you’ll be based in the Edinburgh office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex
 

We give you a world of potential

We are looking for a self-motivated and results driven individual to become a Client Manager within one of core business areas in UK Registry to be a trusted advisor providing proactive account management to our clients. 

This requires individuals who are client focussed, with a proven ability to deliver solutions and maintain high standards of quality at all times. The role is Edinburgh based with the potential to work on a hybrid basis and with some travel required.

We combine our smart technology and even smarter people to give our clients the certainty of accurate shareholder records, any time you need it. If you work with us, we make share registration simple. Share registration is where we began as a company, and with 35+ years' experience and 900 clients in the UK we're never short of a good idea.
A role you will love

The Client Manager serves as the dedicated contact point, responsible for the proactive development of client accounts through effective communication and liaison between Computershare and its clients. This role sits within our Issuer Client Service Teams who are responsible for supporting our clients and their shareholders.

This includes building and retaining strong relationships with clients and supporting them in understanding the industry and the range of products and services that Computershare offers.  In addition, the Team support payments of dividends and interest to shareholders, management of company events such as AGM's and Corporate Actions, including takeovers, mergers, market listings and capital raisings..

Key responsibilities:

• Manage and develop the relationship with clients through effective communication, and executed client development strategies (Account Management / Planning)
• Act as dedicated point of contact for individual clients, managing client relationships in line with client agreement
• Ensure high levels of customer satisfaction and loyalty (Client Satisfaction Assessments)
• Identify opportunities to cross-sell and up-sell, implementing effective action plans
• Find opportunities for improved profitability and implement effective action plans (via Cost Management)
• Maintain up to date product and industry knowledge to ensure that clients can benefit from insight
• Conduct contract negotiations, including fee reviews, in line with Computershare policy
• Ensure key client events (e.g., AGMs, GMs) are conducted according to terms of contract and Service Level Agreements
• Project manage the operational implementation of services and/or products within agreed timescales, budgets, and risk assessment action
• Operate in accordance with agreed policies and procedures
• Actively involved in setting and delivering to budget, including prompt and accurate invoicing, effective management of bad debt, management of internal costs
• Ensure internal systems are used effectively updating and maintaining client information
• Provide input on drawing up client Service Levels Agreements
• Review and action any service failures to prevent recurrence
• Conduct regular service review meetings with clients
• Engage with clients on industry matters and encourage participation in external industry surveys 
   

What will you bring to the role?

We’re looking for a well experienced customer service professional, ideally from a similar background or within Financial Services.

• Account Management and planning experience
• Detailed understanding of product offering
• Good understanding of Service Level Agreements
• Numeracy and forecasting skills
• Project Management skills
• An outstanding customer focused mindset
   

Other key skills you will bring to the role:

• People management
• Desire to provide a quality service
• Problem solving
• Ability to use initiative to drive results
• Excellent communication skills
• Commercial skills (e.g., forecasting and P&L management)

Rewards designed for you 

• Flexible work to help you find the best balance between work and lifestyle. 
• Health and wellbeing rewards that can be tailored to support you and your family. 
• Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.   
• Extra rewards ranging from recognition awards, and team get togethers, to helping you invest in your future. 
• And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.