Client Relationship Officer

Who are we?

At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

What will you contribute?

Reporting to the GPP CA Manager the Client Relationship Officer is responsible for executing against the client experience road map and for the ongoing management and retention of our client portfolios. This role builds strategic relationships with key client personnel and develops a thorough knowledge of the industry, our clients, and their key initiatives to identify and deliver on growth opportunities, potential cost savings and client service enhancements.

Strategically focused and responsible for client satisfaction, the Client Relationship Officer is the advocate for the client both internally and externally, identifying and prioritizing key client service issues and acting when required as primary point of contact for client escalations. This role is accountable for working with business partners in a matrix environment to exceed our clients’ expectations in managing issues through to successful resolution.

Responsibilities & Deliverables

Your deliverables as a Client Relationship Officer will include, but are not limited to, the following:

• Client Management: Develop and manage key operational relationships with Clients. Support Client On-boarding activities, Manage day-to-day client interactions while identifying and prioritizing key client service issues. Delivery of operating reviews MOR\QBRs).
• Account Management: Coordinate the execution of the processes enabling successful Contract Management activities associated with renewals, extensions, changes, revisions, amendments, obligations review etc. Management of the intake of new business/services requests and pricing changes as well as the client roadmap for established opportunities.
• P&L: Achievement of professional service targets. Professional Services (PS) Opportunity identification, qualification, assessment and proposal developing pipeline of opportunities that contribute to overall PS targets.
• Rationalization: Supports delivery of strategy for assigned Managed Service Programs to identify and eliminate high risk legacy solutions that are not aligned to core products / services.
• Service Delivery: Manages a client interaction model that will facilitate a best in class client experience liaising between client and Peer groups (Product Mgmt., Technology, Shared Services, and Operations).
• Risk Management: Identifies risks through client journey mapping and service gap analysis, and provides input for consideration to the line of business risk register as appropriate.
• Case management
• Stakeholder management
• Reporting
• Client engagements and follow through
  
  

Must Haves

• Client Management - 3-5 years
• Customer Service
• Presentation skills
• Problem solving
• Conflict resolution
• CRM (low to medium experience)
• Communication skills
• Client facing skills
  
  

Required Experience

• University or college degree and/or equivalent experience;
• Experience with fintech industries and not financial industry
  
  

Benefits

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• Sustainability: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.
  
  

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!

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