Manager, Service - Public Markets

The Manager, Service role is a crucial leadership position in the Public Markets segment at GLG. This role integrates commercial and service leadership responsibilities, ensuring the team delivers excellent client service while overseeing client engagements, managing people development, and tracking commercial performance. The Manager partners with their VP to expand client relationships and assists in developing and maintaining business performance improvement initiatives. 

We are looking for someone who has a strong background in client service and coaching who wants to develop their commercial acumen and build deeper client relationships. The ideal candidate will be able to identify, coach, and develop talent while they simultaneously build their own skills in account management and driving usage. 

Specific responsibilities include (but are not limited to):

Managing a high-performing client servicing team

• Manage and lead a team of Associates – often spread across offices and time zones – to uphold quality of service expectations and meet or exceed commercial goals.
• Serve as hands-on support to VP to manage the team’s opportunities (i.e., scoping, staffing, resourcing, and problem solving), and optimize service and delegation (i.e., air traffic control across team’s projects to ensure on track to meet the client’s needs and expectations).
• Develop Associates’ capabilities and skills through new hire onboarding, continued coaching, feedback requests, and 1:1 performance management.
• Track and coach to KPIs for individual Associate and team performance.
• Reinforce compliance and service standards and manage to ensure they are met.
• Build strong relationships with global colleagues to actively drive stronger client outcomes.
• Develop high potential Associates into our next generation of Managers.

Managing your book of business and tracking the client experience

• Implement account strategy, manage account revenue, and track the overall health of your account(s).
• Maintain and grow key client relationships within specific offices and teams.
• Demonstrate detailed understanding of user base, owning users directly and assigning users to Associates for outreach as appropriate.
• Collaborate with VP on account renewals, new user onboarding, user activation, user retention, and client engagement efforts.
• Oversee the client project lifecycle by ensuring the delivery of successful client outcomes, identifying opportunities to cross-sell BTC projects, assessing the quality of client experience, and acting on feedback.

The ideal candidate will have:

• 5+ years of client service or consulting experience with 1-2 years of direct management experience.
• Experience fostering strong client relationships and winning back users/teams.
• Exhibited leadership skills by taking an active role in people development through mentorship, delegation, and/or teamwork.
• Demonstrated outstanding communication skills and the ability to build strong client/user relationships.
• Results-oriented focus and track record of business growth/turnaround.
• Excelled in a data-driven, entrepreneurial, and challenging environment.
• Proven ability to manage and motivate teammates of client service professionals.
• Thrive when working in a fast-paced, client service environment.
• Passion for problem-solving around unique challenges and delivering exceptional results.
• Desire to engage with, model, and drive commercial success through building trusted client relationships.