PRIMARY PURPOSE OF THE POSITION
The Head of Intermediary Client Services has overall responsibility for leading the client service function within US Intermediary that is seen as a highly focused and expansive Center of Excellence for the organization. This role is also responsible for the development and implementation of strategy for managing existing accounts within USI, may interact directly with clients. In addition, the incumbent has oversight of a team that will delivery of top-tier engagement, relationship management, problem solving, consultation and value-add support to existing clients with the objective of retaining, expanding, and maintaining profitability of the relationship. Also serves as a key partner to the Investments division, as well as other internal client service organizations in advancing their own priorities and leveraging resources within the firm.
Responsible for the development and implementation of the overall strategy for the delivery of client service and engagement to national and regional accounts within USI. Identifies areas of strategic focus and determines plan for embedding these in the organization through process, structure and staffing with a focus on operational excellence and consultative service.
Manages a team of Senior managers responsible for the delivery of client service and engagement to Financial Institutions, Retirement, and Broker Dealer clients at the institutional level. Accountable for ensuring that direct reporting managers are overseeing the delivery of proactive client engagement and account management through their teams in order to maintain and deepen existing relationships while also being a critical relationship manager internally across all business partners, including Compliance, Investments, Legal, Global Operations, etc. Responsible for the hiring and development of manager team members. Provides coaching and support on specific client situations, when escalation to the highest level is appropriate.
Leads projects within USI related to the delivery of client services including research studies, client satisfaction surveys, and CRM implementations or enhancements and/or other operational processes including collective trusts, models, separately managed accounts, etc. Develops and leads overall project plan, aligns resources and manages project to completion. May also participate as a representative of USI on other cross-business unit or cross-TRP initiatives.
Partners with other organizations within TRP as well as externally to advance client services within USI, including sharing and gathering best practices, leveraging resources and advancing initiatives. Partners with these organizations as well as other internal groups on the delivery of product training to advance the overall capabilities of the client service and sales teams.
Serves as a face of the USI Client Services team with clients and/or prospects. Participates in client or prospect meetings to provide insights into client service organization, address concerns, etc.