Client Service-Account Manager

Key Responsibilities
• The candidate will be expected to continually develop and maintain, through proactive engagement, the client’s trust and confidence and overall satisfaction in our service delivery, anticipating their requirements and handling ongoing client queries. They will be required to know their client accounts and service needs, ensuring clients receive the best possible support UBS can offer.
• The candidate will be expected to own client queries and drive them through to resolution, ensuring a variety of client queries are handled with due care and attention and responded to within agreed time frames and always with consideration of the client’s needs and expectations. They will be expected to work with the relevant internal teams to resolve client queries and deliver the right client experience. They will be required to handle any client complaints in a timely and sensitive manner, in accordance with internal procedures, keeping clients informed and managing the relationship to mitigate the impact of dissatisfaction.
• The candidate will be the primary point of contact for a number of key UBS clients across a range of asset classes.
• The candidate will be required to produce periodic MIS related to the work they undertake and the team.
• The candidate will be expected to participate proactively in the continuous improvement of our control environment, policies and procedures, including writing and updating team policies, procedures and presentations as necessary.

Projects
• The candidate will contribute to project initiatives that seek to improve our service, effectiveness and efficiency, or which impact the business, its products and its clients.
• The candidate will be expected to contribute thought leadership to both projects and management of client relationships, from time to time, they may be asked to lead on projects representing the client and the team.
• In all cases they will be responsible and accountable for ensuring that changes deliver the right client experience, as well manage risk to our business.

Value-add
• The candidate will be responsible for organising and hosting client Due Diligence meetings and Service Review meetings. This will include coordinating with internal teams to ensure business areas are appropriately represented and that the agenda is suitable to client needs.
• The candidate will be expected to have a good understanding of the financial markets and regulatory changes and consider how this may impact any client arrangements.
• The candidate will be expected to partner with the Sales teams and other business stakeholders to develop solutions for our clients, exploring our service capabilities and continually looking for ways to innovate and provide clients with improved and better service outcomes.

Your team

The Cross Product Client Account Management team sits within ICLS (integrated client lifecycle services) and between the Businesses and the functional teams within the Bank. The team is passionate about ensuring UBS delivers outstanding client experience. We work directly with clients and our internal partners to meet our clients’ needs, navigating UBS’ internal organization to ensure we seek clients’ requirements in a commercially appropriate way while mitigating risk for clients and the firm.

The team represents internally the client intent for new business/changing requirements and develops the awareness of industry trends, to drive improvements to our service preposition.

They are responsible for the ongoing service relationship with our clients, representing their needs to UBS operational teams and, vice- versa, representing capabilities to clients. The team provides specialist consultancy on operational service matters, both internally and with clients, and acts as a key authority in the client solution and implementation process.

As part of this, the team invests in partnerships with local industry participants such as clients’ outsourced service providers to drive better outcomes for our clients and for UBS.

Your expertise

• A highly motivated individual who demonstrates a genuine interest in financial services and client service.
• Proven client management skills and service philosophy.
• An individual who demonstrates an organised, disciplined and methodical approach to work and able to manage time well whilst working in a sometimes pressured environment, with the ability to manage and prioritise work of self and others effectively to consistently meet business goals.
• A proactive team-player who understands that a highly organised team can drive better performance and can take the lead in driving through process improvements and change.
• An individual, who possesses an enthusiastic ‘can do’ attitude, is resourceful, proactive and can lead self and others with drive and determination and a willingness to learn and innovate
• An individual who is personable, confident and able to positively influence others, developing strong relationships with both clients and internal partners.
• Demonstrates an aptitude for problem solving and shows willingness to go the extra mile for clients.
• Confident, friendly and respectful, comfortable liaising with client and colleagues at all levels.
• Knowledge in Microsoft software such as Outlook, Word, Excel and PowerPoint.

About us

UBS is the world’s largest and the only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors..

We have a presence in all major financial centers in more than 50 countries.

Join us

At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.

From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we’re more than ourselves. Ready to be part of #teamUBS and make an impact?

Disclaimer / Policy statements

UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.