Director, Client Relations

Responsibilities

• Solicit input from the client’s senior management on new business directives within their firm and associated product requirements.
• Maintain a proficiency in the BR product line to effectively propose solutions to meet clients’ needs.
• Act as the team’s point of escalation for issue resolution.
• Evaluate and plan overall skills and bench strength of the team during the hiring process.
• Propose projects and ideas to VPs of Client Relations.
• Implement policies and projects to create efficiencies, cost savings, and improvements to teamwork environment.
• Cook up coordination with team members and other departments on new implementations and enhancements.
• Ensure Broadridge delivers on all objectives and commitments to clients.
• Build and maintain senior relationships to enable us to migrate clients to appropriate factory compliant workflows, identify new opportunities, and retain and grow revenue.
• Work closely with account management, to engage operational relationships to develop revenue opportunities.
• Provide detailed analysis of client data to measure and improve quality and timeliness of service.
• Work closely with account management to support the contract renewal process.
• Understand the Broadridge vision and lead strategic initiatives in support of that vision.
• Develop team members through proper delegation, empowerment, management, and mentoring.
• Act as a strategic point of escalation to address team’s client concerns, engaging other departments and resources as needed.
• Manage adherence to fiscal budget for Client Relations.
• Perform other duties/responsibilities as needed or assigned.

Qualifications

• 6+ years’ experience in a client facing service-related role
• 2+ years’ experience in a team leadership role
• MS Office (Word, Excel, PowerPoint, OneNote)
• Capable of leading and developing teams responsible for the ongoing support of clients across a multi-site environment (virtual and remote)
• Demonstrate a high level of diplomacy when handling difficult client discussions and influencing client/associate behaviors.
• Proficient Financial Acumen knowledge
• Proficient written communication, presentation, and contract negotiation skills
• Strong project management skills, multi-tasking skills, follow-up, and attention to detail, working under tight deadlines
• Strong process management skills – including mapping, documentation, and communication
• Capable of leading teams responsible for the successful completion of cross-functional projects and strategic initiatives
• Collaborative, able to apply strong problem-solving and change leadership tools and skillsets
• Travel may be required (3-6x a year)

Benefits

• The salary range for this position is between $125,000- $135,000 USD.
• Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.
• Bonus Eligible
• All Colorado employees receive paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act and other legally required benefits, as applicable.