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Executive Director of Client Relationships
2 semanas atrás
The role of Service Executive III involves driving strategic plans and operational initiatives for credit union success in the financial services industry.
The OpportunityThis position will work closely with internal and external leadership to develop strategic plans, operational initiatives, and programs. As a Service Executive III, you will be responsible for the overall servicing relationship of assigned clients across all lines of business.
You will coordinate all aspects of servicing for the client while partnering closely with the assigned Client Growth Executive and enterprise business units to ensure alignment. This role will advocate for assigned clients to improve consultative member service, promote use of products and services, and oversee initiatives and service requests while achieving increased dedication, endorsement, and revenue.
Provide knowledge and support of client escalations and resolutions. The Service Executive III will also serve as a consultant to senior leadership teams across the enterprise and our partners to build detailed resolution action plans and address production-related issues/critical concerns.
A Day in the Life- Demonstrate leadership behavior and results that facilitate stakeholder collaboration, issue analysis, root cause identification resulting in actions to resolve associated impact to accomplish results to meet client standards.
- Strengthen strategic client relationships by identifying and managing client program needs, providing expert servicing oversight, and ensuring day-to-day servicing requests and needs are met.
- Manage a mix of clients with more complex and sophisticated programs.
- Mentor and coach the development of others. Seek mentoring from others for personal development.
- Accountable for resolution management and successful delivery of initiatives ranging from basic to complex along with day-to-day servicing and operational issues.
- Participate in multifaceted client initiative projects such as FI Mergers, new product pilots, promotions, and campaigns.
- Partner with assigned Client Growth Executive to consult with clients on their strategic planning, program management, solution delivery, new product delivery, and issue resolution while ensuring regulatory compliance.
- Develops rapport with business partners across the organization and demonstrates ability to work through other areas to accomplish results to meet client standards.
- Serve as central point of contact between various partners by providing ongoing communication between all parties to ensure timely implementation of client initiatives.
- Accountable for client rapport, loyalty, and satisfaction at the operational level. Demonstrates a solid foundation of client, product, and industry knowledge. Capable of developing and delivering agendas and presentations designed to enhance client partnership and relationships.
- Ensure resolution management of implementation, operational, system, and application issues.
- Develop and deliver updates to senior leadership and client executives.
- Consult with Client Growth Executives and other departments on solution development.
- Develop deep knowledge of each assigned client's product and service portfolio and provide consultation, mentorship, and cautions on initiatives and change requests.
- Communicates regularly with client to evaluate service satisfaction and to interface on day-to-day service delivery questions. Provides status reporting to client. Professionally leads and directs client progress and status of open items.
- Produce status reports, client presentations, business reviews, and operational/service reporting.
- Five (5) years' of experience in client relationship or client servicing experience within the financial service industry required.
- Experience in driving strategic initiatives, client outcomes, and customer success required.
- Bachelor's Degree in related field or combination of education and relevant experience required.
- Project Management experience preferred.
