Client Relationship Manager

We are searching for an experienced client relationship manager to assume accountability for a portfolio of clients,

ensuring that we consistently deliver an excellent proactive service. Acting as the main point of contact for client

contract managers, trustees and senior stakeholders you will develop the client relationship to protect and grow

revenue.

A strong understanding of administration practices, processes and regulation is essential as you will be required

to independently develop and implement solutions whilst providing technical advice. Essential to the role is

managing and developing senior relationship with clients at both trustee and corporate level.

You will take ownership of contractual arrangements, financial and commercial negotiations with clients

covering the initial term, extensions and renewals. You will proactively identify and promote commercial

business opportunities either through the management of ongoing retained contracts or through new business

opportunities.

Our client team also specialises in providing scheme secretariat and governance services, so you will also be

trained to act as a scheme secretary. Key to this element of the role is the ability to be highly organised,

proactive, understand risk as well as thinking strategically.

Key to the success of this role is the ability to work independently to develop strategies and solutions to the

benefit of our clients. You will need to place yourself in the shoes of our clients by critically analysing,

questioning and adapting documents and solutions to meet their needs; whilst also having the skills and

confidence to clearly present complex concepts and materials.

This is a client-facing role and a strategically important function within the overall service proposition. You must

be a confident problem solver with the experience and expertise to develop strong mutually beneficial client

relationships.

PROFESSIONAL QUALITIES

Essential

Experience as a CRM within a pension administration (or consulting) environment is essential

Educated to Higher / A-level or equivalent and / or attained relevant industry qualification

To have a strong appreciation of the UK pensions administration market

At least 5 years pensions administration experience working in a client facing role for a variety of scheme

sizes and types

PMI qualified or equivalent

Strong understanding of pensions legislation, regulations and other relevant guidance

Ability to be credible and convincing in front of clients, trustees and other decision makers

Ability to understand complex issues and handle challenging questions with credibility and ease

Ability to cope with competing demands and to prioritise tasks

PERSONAL QUALITIES

Highly disciplined and organised, with well-honed self-management skills and the ability to work alone

effectively

Demonstrable strong interpersonal skills

High degree of personal drive and ambition

Articulate, with a high standard of written English

Strong MS Office skills

Capable of acting as an ambassador for Trafalgar House

Gravitas to interact and communicate effectively with clients and colleagues

Contribute positively to all internal and external meetings attended

Confidentiality and discretion maintained at all times

KEY RESPONSIBILITIES

Support clients by providing technical advice and guidance

Provide oversight and reporting on client projects, as well as the day-to-day operational service

Participate in devising and delivering competitive and profitable commercial proposals

Attend Trustee and client meetings to present reports/updates

Keep all internal stakeholders informed of client feedback and strategic plans

Ensure timely provision of management information for clients and Client Relationship Managers. This

includes the production of client service reports

Develop a positive working relationship with all operational teams and internal stakeholders to develop

solutions, resolve issues and manage projects

Act as an escalation point for client or member issues, developing and recommending solutions to

satisfactorily resolve problems

Be proactive and assist in bringing industry developments, service enhancements and innovations to clients'

attention

Participate in new business presentations

Host, lead meetings, take minutes and maintain trustee documentation as part of the trustee secretariat

function

Ensuring projects are delivered in compliance with AAF01/06, ISO27001 and other internal standards.

Read and understood the key policies in the business continuity strategy and understand what may be

required should it be necessary to implement the BCMS

Internal

Support and work closely with the Client Relationship Managers in all aspects of the role

Devise, develop and implement competitive and innovative solutions working with internal colleagues

Carry out such other duties as may reasonably fall within the remit of the post

Participate and actively contribute to internal committees

Create technical legislative or regulatory guidance summaries for clients

Performance indicators / Measures of Success:

Help ensure high levels of client satisfaction by meeting and exceeding client expectations in relation to

delivery of services, reports and deadlines

Demonstrates integrity and professional standards at all times

Positive feedback from clients on client management related activities

Demonstrates technical pensions knowledge and puts this into practice in delivering value to clients and

colleagues

Demonstrates commercial acumen in negotiating and agreeing proposals to clients

Seeks personal development opportunities

Acts as a role model and point of reference for colleagues

Strong working relationship with all colleagues is evident. Contributes positively to all meetings attended

Develops skills to take ownership of client relationships and / or trustee secretarial role for a portfolio of

clients over time