Client Experience and Operations Senior Executive

Reports to Head of Operations, Client and Market Development

The purpose of this role is to manage the day-to-day delivery of the Group’s Client Relationship Review Programme, ensuring continuous improvement in service excellence and client satisfaction based on client feedback.

Working closely with the leadership and management teams, the individual will support the Head of Operations, Client and Market Development, by scheduling client relationship review meetings with clients, capturing and analysing client feedback, ensuring timely client feedback delivery to our teams and preparing findings for a broad range of internal stakeholders.

This position is a maternity cover role of 12 months. We are seeking a dedicated and skilled individual to temporarily fill this position and maintain the high standards of service and excellence during the maternity leave period.

Key responsibilities:

• Manage delivery of the Group’s Client Relationship Review Programme and scheduling client relationship review meetings with clients.
• Capture and manage client feedback, ensuring effective feedback loop with our teams.
• Analyse client feedback to assess service consistency and client experience, identifying improvement recommendations and actions.
• Prepare findings and regular reporting for Aztec Group’s leadership and management teams, manage the delivery of client insights through effective and timely communications.
• Work closely with the Business Development and Marketing teams, support with Group-wide client experience campaigns, training and workshops to drive Group-wide client-centric mindset and ethos that drives value-add to the Aztec Group’s clients.

Skills, knowledge, expertise:

• 3-5 years marketing, business development or client service delivery experience in an international professional or financial services environment.
• Financial and commercial knowledge supported by a relevant professional qualification.
• Exceptional communication and presentation skills, with ability to work closely and effectively with a diverse group of people
• Strong organisational and attention to detail skills.
• Strong ability to formalise messages and write clear communications.
• Computer literacy and word processing skills are essential. 

We will provide the training, both in house for relevant technical knowledge and also professional qualifications to enhance your professional development. You will need to be quick to learn new systems and great with people, as close working relationships between our colleagues and clients is at the heart of what we do.