Manager - Client Experience
Employer · VISTRA
Other professional services manager
Office and call centre supervisorFinancial services managerFull-timeBudapest
At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business. We have an exciting opportunity for you to join our team as Client Experience Manager based in Budapest, offering global coverage and allowing you to make a significant impact on our Client Experience business and its growth.
Tasks
- Identify expansion opportunities, connect client needs with relevant Vistra solutions and refer qualified opportunities to the Account Manager
- Provide service trends, client pain points and operational risk insights to inform account planning and business reviews
- Serve as the primary contact and trusted adviser for the assigned client portfolio
- Lead regular client check-ins and governance meetings
- Oversee request triage, assignment and timely resolution across the client portfolio
- Own SLA compliance across the assigned client portfolio and lead client escalations
- Review Associates' communications, updates and SLA reports weekly for adherence to the quality framework
- Prepare and present weekly, monthly and service review performance packs covering operational health, SLA and quality metrics
- Provide day-to-day coaching, feedback and task direction, building Associates' system proficiency and adherence to processes
Requirements
- Minimum 3--5 years' experience in client relationship management, client services or operational team leadership, ideally in financial services or a professional services Global Delivery Hub (GDH) environment
- Demonstrated experience managing SLA-driven performance in a client-facing role
- Proven experience in caseload management, performance reporting, and team coaching
- Fluent in written and spoken English, additional languages preferred