We seek an experienced manager, with the responsibility of Leading, understanding, coordinating of the TFS CSM function.

Main responsibilities:

As a manager
- Assuming leadership responsibility of the TFS CSM function, who have a mandate to deliver a consistently high level of client satisfaction, management of client relationship, and client engagement
- Leading the TFS CSM teams to develop an understanding of the operational and business strategies of our clients, their products, and internal challenges, and to be able to convey the understanding gained into the product teams and TFS CSM. Also, leading the TFS CSM teams to develop an understanding of the products and services of Maitland and its internal challenges, and conveying this to the clients in an appropriate manner and allowing the clients better harness the power of the platform of Maitland
- Coordinating the strategy implementation of TFS CSM
- Ensuring that an optimum platform for TFS CSM is in place
- Developing and implementing an effective TFS CSM governance framework and toolset
- Supporting all CSM RSA heads and TFS CSM teams to develop a consistent TFS CSM approach, policy, process, etc.

As a management
- Taking active steps in ensuring that talents are retained, and the tenure is increased in the TFS CSM teams by delivering a quantifiable low voluntary staff turnover rate
- Demonstrating an active performance management for all reports with the identification of top talents, and evidence of the management of poor and good performance
- Managing and building out Key Performance Indicators, targets and measures of success, managing the performance against these and delivering towards them
- Ensuring an enduring, professional, and valuable structure and platform in the TFS CSM function is put in place
- Establishing and developing relationships with the senior stakeholders at identified clients viewing a deeper bilateral strategic and operational comprehension between the parties, client retention and rolling out pragmatic, considered solutions to issues that may cause client frustrations, risk or cost of operation, or decrease in the Client Services capacity of Maitland
- Being the escalation point for the TFS CSMs
- Working with the various CSMs, the Product Head of TFS and his directs, ICT, and the project office to deliver a consistent and reliable support to the clients in response to their request for change, delivered by a robust Change Management Process that is owned by the Heads of products
- Up-skilling and grooming the TFS CSMs to maximize investment return, creating additional capabilities, capacities, and financial gearing to enable the TFS P & L levels
- Providing suggestions to increase the effectiveness and efficiency of CSM
- Supporting the growth, dynamic organic and inorganic, of Maitland through the alignment with the Business Development teams to ensure optimal TFS CSM capacity for a profitable and competitive new business that can be efficiently implemented to deliver a high quality of service in a well-controlled manner
- Being an ambassador for Maitland, and representing them at industry events and selected industry bodies
- Working with the CSM RSA Head, other Product CSMs, and the other key stakeholders towards a “one firm” mentality and approach, especially where clients buy 2 or more products of Maitland

Requirements:

- An extensive and proven experience of Client Server Management within the broader Fund Administration and Financial Services industry
- A minimum of 10 years’ experience with domestic and globally recognized firms
- A demonstrated project management capability with a practical hands-on approach and the ability things done
- A strong business acumen, with an excellent numeracy skill and a logical and analytical approach