Director, Client Relations

Broadridge • El Dorado, CA

10d

About The Position

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team. Broadridge is hiring! We’re seeking a Director of Client Relations to join our stellar team! The Director of Client Relations leads a client-facing team to deliver exceptional service, strengthen client relationships, and drive retention and growth. This role oversees issue resolution, team development, cross-functional collaboration, and strategic initiatives to ensure client needs are met and business objectives are achieved.

Requirements

• 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 h igh 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-task ing 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

Nice To Haves

• Travel may be required (3-6x a year)
• Off hour engagement when required
• Bachelor’s degree or equivalent experience preferred

Responsibilities

• Solicit input from the client ’s senior management on new business directives within their firm and associated product requirements.
• Maintain a proficien cy in the BR product line to effectively propose solutions to meet client s’ needs.
• Act as the team’s p oint of escalation for issue resolution .
• Encourage a team culture that identifies and implements ways to continue to provide an improved client experience and world class service .
• 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.
• Coordina te with team members and other departments on new implementation s 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
• P rovide d etailed 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 t he 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.
• P erform other duties/responsibilities as needed or assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree