Client Relationship Officer

Purpose of the position

The Client Relationship Officer (CRO) is key to delivering exceptional and consistent client experience, acting as the main point of contact for all operational and service matters across a portfolio of institutional clients and consultants. Based within the Client Management Team, the CRO works closely with other Operations teams and internal stakeholders. This is a hands‑on role that focuses on day‑to‑day execution, resolving issues, and maintaining ongoing client engagement, with support from the Team Manager.

Key Responsibilities Of The Position

• Client Service and Relationship Management
• Act as the primary contact for all operational and service‑related client requests and queries.
• Build and maintain trusted relationships with clients by delivering on commitments.
• Proactively identify client needs and expectations, using feedback and service insights to recommend and implement improvements that enhance the overall client experience.
• Escalate critical client feedback to manager for immediate resolution.
• Case Management System
• Responsible for tracking, monitoring and resolving all client queries in the case management system ensuring SLA compliance.
• Responsible for first‑time resolution of queries and coordination of resolution with subject matter experts when necessary to prevent SLA violation.
• Escalate complex issues when necessary while ensuring clients receive timely updates and resolutions meeting SLA.
• Support the team in enhancing the system by assisting with the review and maintenance of case categories, SLAs, and workflow processes.
• Collaborate with the Manager to implement improvements as the system matures, ensuring alignment with client service needs.
• Contribute to the effective use of the system by identifying inconsistencies or inefficiencies and assisting with the roll‑out of the system changes.
• Maintain accurate and complete case data to enable reliable reporting, tracking, and insights that support excellent client service delivery.
• Onboarding and Transitions
• The primary point of contact for clients during onboarding, driving the onboarding timeline to ensure adherence to SLA and a smooth transition for new clients.
• Client Data and CRM System
• Ensure that client information maintenance is completed in the system as detailed in team procedures.
• At all times maintain accurate, up‑to‑date client records and interaction logs in the CRM system.
• Track all client interactions and feedback in the CRM system to identify service improvement opportunities.
• Client Reporting and Audits
• In partnership with finance, dispatch client fee invoicing, resolving any issues and follow‑ups ensuring revenue protection.
• Responsible for supporting client audit processes by providing requested information and timely and accurate responses to ensure client compliance.
• Responsible for the generation and delivery of client ad‑hoc and bespoke reporting as needed.
• Client Meetings and Presentations
• Support the preparation for client review meetings.
• Over time, take ownership of hosting service review meetings.
• Support in providing data or presenting to clients when requested.
• Collaboration and Cross‑Functional Engagement
• Work closely with internal teams, such as Portfolio Management, Sales, Compliance, Client Operations and Client Reporting, to ensure seamless delivery of services and support.
• Assist with internal projects aimed at process improvement and client experience enhancements.
• Process and Risk Management
• Ensure process documentation is current and adhered to.
• Contribute to continuous improvement initiatives and digital transformation projects.

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