VP of Capital Markets Customer Service (JR1026174)

Job Description

Vice President & Director of Capital Markets Customer Service

Broadridge Disclosure Solutions is a key member of the Broadridge Financial Disclosure Leadership Team overseeing the day-to-day operations and providing leadership and guidance for business activities across product, sales, client services and operations. This person will be a growth-oriented leader and ensure that revenue growth and profitability targets are achieved by executing the business strategy, developing strong customer relationships and driving operational excellence. The ideal candidate is someone who has proven experience in successfully establishing and executing a production strategy and leading a customer service team through transformation in a fast paced, highly complex environment. The candidate must be a highly motivated and driven self-starter willing to challenge status quo and implement the necessary change to optimize business performance.

This individual will also manage a team of 6 client facing individuals, “SMEs” across two shifts that will be completely dedicated to support the sales team’s proxy and capital markets sales efforts.

· Coordinating Conference calls

· Detailed notes and summarizations for the service team

· Point of contact for proxy client on design, design vendors and process

· Workiva design support

· Workiva process and relationships

· Validation of proxy and annual services

The successful candidate will be responsible for implementation of a unified service strategy and initiatives across multiple Broadridge service offerings to deliver a seamless client experience. The execution of service excellence and team development, while also partnering closely with Sales, Clients, and the Service Leadership Team that supports Broadridge Financial Disclosure. In addition, this position will lead and manage business initiatives focused on continuous improvements to our customer offering and service delivery levels. The candidate will be required to evaluate, create and implement procedures that will drive execution excellence and client satisfaction.

· Process and execution excellence

· Assembling/Developing/Managing our Service Leadership Teams

· Building strong internal/external relationships

· Advocating for our clients and service teams

· Providing “face of the customer” feedback to expand product development

· Maintaining close customer relationships through the sales and service life cycles

· Integrating all service teams to ensure a world class client experience

· Driving change through innovation and creative problem solving

· Ensure all service and support goals in the Service Level Agreement (SLAs) are met.

· Serve as a mentor and knowledge resource to other team members.

· May perform other duties/responsibilities as needed or assigned.

• Leads the customer service team to establish production schedules based on service, efficiency, and personnel resources; directs activities to maximize production objectives, maintain quality and attain output requirements that are consistent with cost and delivery conditions.
• Develop, coordinate, lead, and execute operational plans in the achievement of company goals, including driving compliance to business requirements.
• Drives team dynamics, workflow and process. Accountable for ensuring the right team is assembled. Actively participates in staff development to ensure skills, knowledge and performance are aligned with technologies, products, and services.
• Serves as a subject matter expert. Establishes and maintains a comprehensive understanding of the industry and best practices.
• Allocates resources to meet client and project deadlines in a global 24/7 offering.
• Participates in the development of new technologies or capabilities to add greater value to our customers. Understands and can clearly communicate the broader suite of Broadridge’s products and services.
• Ensure customer requirements are consistently understood and met.
• Develop systems and processes that drive predictable consistency in all elements of operational performance.
• Collaborate cross-functionally throughout the Broadridge service model to ensure all activities in support of production are coordinated and executed to achieve maximum effectiveness and efficiency, including contributing to proposal development, and strategic planning.

Qualifications

· A self-starter with 4+ years experience in a Client Service related role a plus

· Bachelor’s degree or equivalent experience preferred

· Proficiency in PC skills – Word, Excel and PowerPoint

· Very detailed oriented, ability to multi task, excellent time management and follow-up skills

· Exceptional presentation and negotiation skills

· Collaborative, problem-solving, and change leadership tools/skillsets

· Proven proficiency in maintaining clients, high client happiness results and overall client advocacy

· Excellent written and verbal communication skills

· Able to lead cross functional projects outside normal job functions

· Ability to work under tight deadlines

Additional Information

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