Client Delivery Manager (Hybrid - Flexible Options)

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.

We are hiring a Client Delivery Manager!  In this role you will be responsible for tracking and reporting on product performance for a suite of FinTech applications used by financial institutions to provide post-trade support for international transactions. 

The position is focused on supporting clients primarily located/doing business in North America but will extend to provide out of region coverage for EMEA or APAC clients for events occurring during North American business hours.

The hours of this role are Eastern Standard Time.

The Client Delivery Manager manages the client engagement holistically, from coordinating onboarding activities, managing the transition from implementation to steady state operations to identifying application defects and engaging with the appropriate development teams to address and deliver the software corrections and working interactively with the client team to propose enhancements, gather requirements, review cost estimates, provide statements of work, and support the client testing cycle and oversee the delivery.  

You will manage the incident and problem responses for any issues encountered that impact the delivered services by collating incident reports, and providing post-mortem analysis to the client that outlines preventative measures and process improvements.  

You will act as a liaison between the client and Broadridge organizations to facilitate new feature development and navigate industry and regulatory changes, and look for opportunities to leverage other Broadridge services/products to augment the client experience.

The ideal candidate should have knowledge and experience of Broadridge products, preferably including Swift Service Bureau, Security Finance Collateral Management, Data Control Reconciliations, FinPro, Anetics, and Impact.

Job Responsibilities

• Primary job responsibility is to advocate for the client to ensure that the client’s current and future needs are being met, and that the client experience is optimized.
• You will regularly review the level of service provided to the client;  identifying  any areas that need improvement, and collaboratively create an action plan to address any aspects of the client experience that are not optimal.
• You will represent the company in partnering with the client to anticipate changes in the market such as regulatory initiatives or changes in legislation affecting the client’s business, define the requirements to facilitate the client’s ability to respond effectively, and manage the development/delivery of changes through the organization.
• You will be the conduit for informing the client about any operational event that impacts the client’s business, including scheduled changes/maintenance activities, unplanned outages, identified risk advisements, disaster recovery exercises, and industry events.

Required Skills

• 5 years of experience as a Client Delivery Manager
• Experience responding to incident and problem occurrences and regularly updating the client
• Experience gathering requirements and writing statement of work
• Experience performing UAT Testing
• Thorough understanding of financial markets (bonds, equities, currencies, derivatives)
• Solid verbal and written communication skills
• Acute social awareness (the ability to “read the room”, in person or virtually)
• The willingness/ability to navigate corporate processes across multiple teams and cooperatively work with others to accomplish tasks

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Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, to take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.

We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its dimensions.