Client Service Manager (PCG)

Key Responsibilities:

• Client Servicing & Support:
• Provide day-to-day support for SCAs (Senior Client Advisors) and client fulfilment.
• Coordinate across departments to implement and deliver on client commitments.
• Escalate service issues to relevant internal stakeholders.
• Team Oversight & Optimization:
• Supervise CAAs (Client Associate Advisors) and optimize resourcing needs.
• Recruit CAAs and provide mentorship to new team members.
• Develop and test contingencies to maintain service expectations during disruptions (e.g., emergency or medical leave).
• Process Improvement & Projects:
• Optimize existing client servicing processes.
• Participate in ad hoc projects such as systems application UAT, process improvements, and focus groups.