Head of Client Support for Institutional Business

Grupo Santander

Bancos

Comunidad de Madrid - Spanien

Manager / Gestor de equipos

Experteer Overview

In this role, you will lead the institutional client support function to deliver exceptional service and drive operational excellence. You will shape strategies to boost client satisfaction, retention, and growth, while aligning with Sales, Relationship Management, and Operations. You’ll manage escalation for complex inquiries and steer improvements through data-driven insights. This position offers influence over client experience in a global asset management context and a chance to impact flagship institutional relationships.

Responsabilidades

Lead and manage the institutional client support team to ensure high-quality service delivery
Act as the primary escalation point for complex client inquiries and issues
Develop and implement strategies to improve client satisfaction and retention
Collaborate with Sales, Relationship Management, and Operations to align on client expectations
Monitor, evaluate, and report client service metrics and drive improvements
Maintain understanding of institutional client needs, market trends, and competitor offerings
Ensure compliance with regulatory requirements and internal policies for client servicing
Lead or participate in projects to enhance internal processes, technology platforms, and operational efficiency

Requisitos principales

Minimum 10 years in client support/service in Asset Management or Financial Services
At least 5 years in a managerial role
Knowledge of institutional asset management (pension funds, insurance companies, corporates)
Strong leadership and team development skills
Excellent communication, negotiation, and interpersonal abilities
Strategic thinker with problem-solving mindset and attention to detail
Proficient in relevant systems and technologies used within asset management client service operations
Bachelor’s degree in Business Administration, Finance, Economics or related field; MBA or advanced degree preferred
Fluency in English; additional languages desirable

Leadership Communication Negotiation Interpersonal skills Strategic thinking Proficiency with asset management client service systems and technology platforms

Descripción del puesto

In this role, you will lead the institutional client support function to deliver exceptional service and drive operational excellence. You w…

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