Client Delivery Manager (Hybrid - Flexible Options)

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.

We are hiring a Client Delivery Manager!  In this role you will coordinates all aspects of a product or service offering for a client, from inception to installation to final delivery.

The successful candidate will be required to manage the client relationship at a service level, hosting regular service reviews, incident escalations/management and service level agreement tracking. The role will work closely with the Global Account Management and Support Service Lead functions but will need to build and maintain strong relationships across all functions, including delivering to Business leads.

We are made up of high-performing teams that meet in person to learn and collaborate as needed. This role is considered hybrid, which means you’ll be assigned to a Broadridge office and will work both on-site and remote.

Responsibilities:

• Ensure that the standards of Client Services meet or exceed expectations for allocated clients.

• Produce Client Service Reporting, co-ordinate and run Client Service Meetings and case reviews

• Seeking new opportunities and following up on opportunities to drive commercial outcomes.

• Delivery of all relevant information to Account Management for pricing.

• Internal sponsor for changes to client production environment.

• Manage client priorities and expectations for future releases.

• Escalation point for day to day issues, escalating to Account Manager or Business Lead appropriately. Additionally you will act as Critical Incident escalation point and provide the client by assisting with co-ordination and communication.

• Liaise with the additional Broadridge teams when required, including: Service Management, Core development, Infrastructure, Account Management and Corporate IT and Governance groups.

• Measure and report agreed client key performance indicators or service level agreements both internally and externally, taking proactive action as required.

• Identify, champion and implement process improvements. This may include - Client satisfaction surveys and additional feedback from clients or continual reviews of key performance indicators. and service level agreement.

Qualifications:

• 3-5 Years in Client Services or Account Management: Experience in a similar role is crucial for understanding the nuances of client relations and service delivery. This period allows individuals to develop the necessary skills in client management, problem-solving, and communication.

• Bachelor’s Degree in business administration, management, communications, information technology, or a related field is often preferred.

• Experience in Managing Escalations and Incidents effectively, which might be gained from roles involving high-pressure problem-solving and communication.

• Familiarity with Cross-Functional Collaboration: Experience working across different teams, such as service management, IT, and Product, to understand the dynamics and requirements of successful collaboration.

• Proven Track Record in Business Development or Opportunity Management: A history of seeking new business opportunities or enhancing client relationships to drive commercial outcomes.

• Exposure to Change and Release Management: Experience overseeing changes to production environments and managing software or product release cycles.

• Analytical and Reporting Experience: Ability to produce reports and analyze data related to client services, KPIs, or SLAs.

 Competencies:

• An understanding of delivery methodologies (Agile/Waterfall) and SDLC as well as exposure to ITIL processes & Framework.

• Experience working in Capital Markets and exposure to Trade Lifecycle.

• Strong and clear communication, both written and oral

• Strong organizational and planning skills as well as critical thinking and problem-solving skills.

• A skilled negotiator with an ability to influence and ensure conclusive resolution. Able to build and maintain strong relationships both internally and with clients

• Flexible approach to work and used to working in a challenging, fast shifting environment

• A champion of innovation and continual improvement.

• Experience working in a global team, supporting a 24/7 service.

• Ability to self-serve and work with autonomy.

• Critical thinking and problem-solving skills.

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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.

Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws. 

US applicants: Click here to view the EEOC "Know Your Rights" poster.

If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at 888-237-7769 or by sending an email to BRcareers@broadridge.com.