Role Summary

As a Client Support Manager, you will be responsible for delivering exceptional service to Report Hub clients by acting as a trusted advisor and advocate. You will manage complex client relationships, help resolve production issues, and coordinate with internal teams to ensure a seamless client experience. This role requires a deep understanding of Report Hub, strong analytical skills, and the ability to drive continuous improvement in service delivery. You will serve as the primary point of contact for strategic clients, providing dedicated support and acting as the second level of escalation for production and integration / system configuration queries. Your role will involve cross-functional collaboration with Product, Integration, Support, Technology, Legal, and Compliance teams to ensure timely and effective resolution of client issues.

The Role and Responsibilities

Client Relationship Management

• Establish and manage strong relationships with key client contacts.
• Act as the primary point of contact for selected strategic clients for BAU production issues and queries, including core product and integration layers.
• Develop a deep understanding of client activities, needs, and sentiment to drive proactive engagement and service improvements.
• Represent client interests internally, articulating the impact of their issues and requests to support prioritization.

Client Support & Escalation

• Provide functional expertise and advice to clients, analyzing production queries and coordinating resolution with internal teams.
• Act as the client's escalation point for production lifecycle issues, ensuring timely and accurate resolution.
• Work with Product to track and communicate relevant product functionality updates and defect fix releases.

Service Delivery & Reporting

• Conduct weekly case hygiene sweeps using standardized exception reporting.
• Produce and present reporting packs for clients and internal senior leadership, including service reviews and performance metrics.
• Conduct regular check-ins and service reviews with clients, attending ad hoc meetings as required.
• Ensure all related client documentation is up to date

Cross-Functional Collaboration

• Coordinate with Product, Technology, Project Management, Risk, Legal, Compliance, and Integration teams to ensure end-to-end client satisfaction.
• Collaborate with global teams to share and implement best practices that enhance client experience.

Continuous Improvement & Knowledge Sharing

• Identify and implement process improvements and contribute to business projects and initiatives.
• Provide coaching and training to team members, fostering a culture of teamwork and accountability.
• Provide functional expertise and proactive advice to clients

Risk & Compliance

• Support internal and regulatory audits, management control testing, and incident management processes.
• Align risk and control processes with daily responsibilities to monitor and mitigate risk effectively.

Qualifications

• Minimum of 6 years of related experience
• Bachelor's degree preferred or equivalent experience

Talents Needed for Success

• Excellent verbal and written communication skills in English (additional languages may be required based on client base).
• Strong interpersonal and listening skills; ability to lead and collaborate in a global setting.
• Proven experience in customer service and relationship management.
• Strong decision-making skills in high-volume, high-pressure environments.
• Ability to identify processing risks and communicate effectively with stakeholders at all levels.

How We Work:

Delta Capita is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, colour, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any reasonable adjustments through your interview process, please use the designated space within the application questionnaire.

This is a permanent full time position located in Singapore. As the selection and interview process is ongoing, please submit your application in English as soon as possible, if your profile is selected, a member of our team will contact you within 4 weeks.

Who We Are:

Delta Capita Group (a member of the Prytek Group) is a global managed services, consulting and solutions provider with a unique combination of experience in Financial Services and technology innovation capability. Our mission is to reinvent the financial services value chain providing technology based mutualized services for financial institutions for non differentiating services.

Our 3 offerings are:

• Managed Services
• Consulting & Solutions
• Technology