Director - Head of Account Management

n this role you will:

Create and lead a team that is capable and focussed on delivering, consistently an industry-recognised, best in class account management proposition whilst working in tandem with Client Executives, Client Service Management, Product and Operations to ensure high levels of client satisfaction and a reference-able client base with limited/zero attrition
Manage relationships with Executive-level client contacts and other stakeholders and work closely with marketing, sales, product and banking teams to ensure market messaging is understood, and that client feedback and strategic priorities are embedded in the coverage model.
Be accountable for the overall client experience, retention, and satisfaction for assigned client base and ensuring engagement with assigned client base at C-suite and board level on needs and capabilities specific to client strategy, new regulation, product development and other solutions to establish an early adopter advantage.
Support the client executive team with the creation and delivery of the strategic level client plan and ensures adherence to the SSv client governance and oversight model for assigned client base, including client due diligence, service reviews, change, etc.
Oversee execution of service delivery to clients, in collaboration with MSS Operations, including service improvement and remediation plans, as applicable, as well as Product delivery and Change management.

To be successful in this role you should meet the following requirements:

Proven background in Securities Services, client management, business development and/or senior operational leadership experience
Client facing with excellent communication and presentation skills, including an ability to lead and manage executive-level meetings, influence strategic priorities and to successfully effect change
Demonstratable knowledge and experience of client management and/or other senior leadership experience including forging and maintaining C-suite relationships, with some exposure to change and transformation projects
Track record of owning, maintaining and growing a client sector/team across securities services products with a detailed understanding of core commercial and contractual drivers and business performance with proven capacity to effectively and proactively operate across a complex organisation collaboratively
Fully proficient in understanding the regulations that drive the securities services arena and in particular those that govern client management, in addition to a sound understanding of controls, risk management (product and market) and mitigation techniques

United Kingdom
Scotland
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