Client Services Manager - Manchester

Fitch Group

  • London
  • Permanent
  • Full-time
  • 2 months ago
Fitch Learning is currently seeking a Client Services Manager based out of our Manchester office.Fitch Learning is a leader in financial services training. With unrivaled breadth and depth, the company delivers learning solutions for apprentices, graduates, and those with 10+ years' experience in Financial Services. Our offerings include expert faculty, e-learning, coaching, and blended assessments, improving individual and collective business performance. Fitch Learning is a Fitch Solutions company.Working at Fitch Learning provides the opportunity to be part of a global leader in financial education, committed to delivering cutting-edge training solutions. You'll collaborate with a team of experts dedicated to empowering professionals with the skills and knowledge needed to excel in the finance industry. By joining us, you'll be at the forefront of innovation in professional education, contributing to impactful learning experiences that drive career advancement and industry success.How You'll Make an Impact:The purpose of this role is to manage the relationships and service delivery of our Professional Qualification courses, exams and graduate programmes for a select group of clients for Fitch Learning. The role is responsible for delivering an efficient, responsive service through a professional client-first approach primarily for corporate clients, though as part of a collaborative team, the Client Services Manager will also be expected to support with some transactional clients on an as-needs basis.The role of a Client Services Manager is to provide service excellence through an omni-channel model that includes phone, email, client portals and in future, Live Chat. The Client Services Manager will lead by example and will work closely with both their aligned Client Services Assistant to provide proactive service delivery to major clients, as well as more widely with the rest of the Client Services team to drive service efficiency, consistency and positive outcomes for our Professional Qualification clients.
  • Lead your client accounts by example and be recognised as a positive, proactive client-facing service delivery manager who can provide service excellence to our clients and leaners.
  • Build strong relationships with your key clients and effectively manage their early career/graduate programmes and BAU transactional Professional Qualification and Certifications requirements.
  • Have a clear focus on delivering outstanding service to our clients, delegates and internal functional teams, so that Fitch Learning's service provision exceeds our clients' expectations.
  • Monitor and manage our Service Level commitments to your clients and ensure that all of your client programmes are delivered to the highest standard, helping to secure repeat business and enhancing our profile within the client accounts.
  • Lead Service Review meetings with clients to present both BAU and programme-specific updates and metrics, to help drive client engagement and deliver incremental value through reporting and insight.
  • Ensure that all aspects of billing, credits, PO management and client invoicing rules are monitored and adhered to, to assist with the effective control of client payments.
You May be a Good Fit if:The role of a Client Services Manager is pivotal to maintaining our position as a market leader in the financial services education market, by ensuring that our clients and delegates receive an efficient, professional service that is consistent, scalable and can flex to accommodate periodic demands.
  • A strong background in operational administration and client services, including experience of managing learning programmes.
  • Experience of working in a client-focused environment that adheres to Service Levels.
  • Excellent client relationship skills and the ability to evidence a proactive, client-first approach that builds trust and positive client engagement.
  • A positive approach to business change and continuous service improvement.
  • An ability to multi-task and to remain calm under pressure.
  • Self-motivated with experience of working in a hybrid arrangement of both home and office locations.
What Would Make You Stand Out:
  • Experience of working in the learning or financial services industry
  • Experience of service management platforms such as ZenDesk
  • Specific experience of working on graduate programmes
Why Choose Fitch:
  • Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location
  • A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
  • Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals
  • Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
  • Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
  • Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
  • Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community
Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch's credibility and reputation, our employees must take every precaution to avoid conflicts of interest or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.Fitch is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.#LI-AC1#LI-Hybrid

Fitch Group