Client Relationship Manager
- Location: Dublin, Leinster, Ireland
- Salary: Competitive
- Job Type: Full time
Client Relationship ManagerSSGA Mission: Invest responsibly to enable economic prosperity and social progress.
SSGA Vision: To be the first investment call for every institutional investor and financial intermediary.
GIG Role in Achieving SSGA Vision and Mission: The Global Institutional Group will drive the sale of a robust mix of innovative solutions to our institutional clients, including active and beta strategies, while delivering a best-in-class service experience within a culture that values diversity, collaboration and learning.
Role Description / Charter: Global Institutional Group - Client Relationship Manager
As a Client Relationship Manager within SSGA's Global Institutional Group, your role is to ensure our clients receive exceptional client service across the full lifecycle of their experience with SSGA. You are responsible for handling your own book of client relationships in partnership with an Account Executive, and anticipating, understanding and addressing your clients' needs on a day-to-day basis. Your role also requires you build strong relationships across the broader sales, operations, legal, compliance and other internal teams critical to the end-to-end client lifecycle.
Develop and maintain a comprehensive and deep understanding of each assigned client, including: their objectives, challenges, current and future needs, and decision-making process Bring the best of SSGA to your clients. You should be a conduit into SSGA and, in partnership with the Account Executive, the authority on the client for the rest of the firm. Take ownership of the client experience and ensure client expectations are understood and met Provide a leading level of client service to help achieve client retention goals and build mutually valuable relationships with clients that meets the clients' needs while also aligning with SSGA's long-term revenue and profitability goals Listen to the client; be can-do and responsive to their needs, crafting partnership arrangements that contribute beyond a specific product/strategy Partner with Account Executives to facilitate collaboration and coordination designed to ensure a superior and seamless end-to-end client experience Build strong partnerships with key internal partners Identify and manage risks with potential reputational and/or financial impact to SSGA
Responsibilities & Actions:
Contribute to client satisfaction and retention via best-in-class client service capability and activity, including building and maintaining a network across client touch points at SSGA and State Street (incl. investments, operations, finance, legal and compliance teams) Provide and/or coordinate appropriate representation at client meetings, due diligence visits, portfolio reviews, etc. Build and nurture collaborative relationships with internal partners to deliver a consistent, scalable and controllable service model
Support seamless and error-free interactions with clients, including onboarding/change events
Take accountability and ownership, making sure all relevant information is communicated and understood by impacted internal teams
Facilitate a feedback mechanism to ensure we are continually improving our internal processes and striving for excellence in all we do for clients
Act with urgency, making sure any client issues are appropriately actioned Support new business goals, specifically supporting client retention and account plans Maintain visibility with clients, ensuring you are actively engaging with them according to agreed interaction model and actively soliciting feedback on how SSGA can improve the client's experience Prioritize activities across business lines to ensure client deadlines are met and internal resources are leveraged appropriately Develop and maintain a strong local market industry knowledge, including competitors' business models, activities, etc.