Client Service Delivery Manager

Overview

In this hybrid London-based role you will be the critical link between client relationships and operations, ensuring consistent, transparent delivery across share registration and share plans for FTSE clients. You will own the end-to-end service performance narrative, translating MI into insights, and leading root cause analysis for incidents to drive remediation. You will communicate progress through client governance and reporting, partnering with cross-functional teams to uphold service standards. This is a hands-on, client-facing role with opportunities to shape service excellence within MUFG Pension & Market Services’ digital, globally-connected environment.

Pay / Benefits

• 26 days annual leave
• wellbeing day
• volunteer day
• bank holidays
• option to buy up to 5 extra days
• Employee Assistance Programme

Responsibilities

• Partner with client relationship leads and cross-border teams to align delivery with strategy and regulatory requirements
• Own and assure service performance across share registration and share plans, meeting SLAs and KPIs
• Lead MI-driven performance management, interpret trends, and escalate material risks with action plans
• Coordinate across registry operations, plan administration, advisory teams and IT to remove blockers and deliver improvements
• Lead formal service reviews with clients, conduct RCA for incidents/recurring defects, and define corrective actions
• Define and improve client MI for clear insight into performance drivers and decision trade-offs
• Provide guidance to cross-functional service delivery teams aligned to the client portfolio
• Foster accountability, collaboration and client-first service excellence in operations
• Ensure compliance with FCA, Companies Act and HMRC rules related to share registration and share plans

Key requirements

• Demonstrable knowledge of Share Plans with experience in share registration and administration in financial services or related governance service
• Strong track record in client service delivery, ideally with FTSE 100/250 or equivalent
• Exceptional verbal and written communication and relationship-building skills
• Experience using MI to manage service performance and drive improvements across complex operations
• Exceptional stakeholder management with ability to influence senior clients and internal stakeholders
• Strong knowledge of regulatory frameworks – FCA, Companies Act, HMRC, GDPR
• Excellent analytical and problem-management skills with root cause analysis and corrective actions
• Working knowledge of MI and workflow/tools such as Power BI, Pega Systems, Microsoft Office
• Experience in registrar, share plan provider or financial services outsourcing
• Understanding of transformation within corporate services Day to Day operational delivery

• Excellent communication
• Stakeholder management
• Collaboration and teamwork
• Power BI
• Pega Systems
• Microsoft Office suite

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