This role is responsible for ensuring that client service standards are continuously improved through the Client Advisory function in UK Corporate & Commercial (excluding Enterprise), in order to enhance client service revenues through improved retention, yield and expanded services.
Client Service Strategy
Work closely with the Head of Service to execute on the UK C&C Client Service Strategy
Embed a service culture throughout the Client Advisory function
Enhance the client renewal experience (e.g. digital solutions, quality of reports and presentations, technical advice and guidance, etc.)
Work with the Client Advisory leadership across C&C to upskill the client advisory function and drive consistency in key areas of competency
Champion AI and digital solutions to digitise our Client Advisory colleagues and enhance the client experience
Drive Client Advisory colleague training and development, including formal training programmes (e.g. Client Advisory Academy) and ad hoc training as required.
Client Advisory Advocacy
Act as the voice of the Client Advisory function identifying strengths, weaknesses, opportunities, and threats
Lead Client Advisory forums
Identify and agree priorities with relevant stakeholders that enhance the client and colleague experience
Identify ways to improve colleague engagement and culture within the CA Community
Operational Efficiency
Work with the UK C&C COO to identify process efficiencies, including right-shoring tasks
Regulatory
Ensure that Client Advisory service is in line with all existing and future regulation
Support and work closely with the National Technical Director, to avoid E&O exposures and challenge our evolving infrastructure landscape
Work with the Assurance teams to evolve and deliver on the key metrics.
Multinational
Work with UK C&C Multinational Leader to support the execution on strategies that improve client retention and service standards for outgoing and incoming accounts.
What you need to have:
Proven experience in working in the Client Advisory arena at a senior level.
Excellent organisational skills with the ability to manage multiple projects.
Strong interpersonal and presentation skills
A good awareness of current C&C systems, policies and processes
What makes you stand out:
Dynamic with previous client advisory and client facing experience.
A proven track record of working across regions, offices and teams to highlight and address continuous improvement opportunities.
Dip CII qualified and working towards ACII is desirable.