We are looking for a FinTech Client Service Manager to join our highly regarded FinTech team, housed within our Financial Institutions Group (FIG) based in our London office on a 12 month fixed term contract.
The FinTech Client Service Manager's role
This is a new and really exciting role. At its core is supporting our client service to FinTechs, one of our selected, strategic 'turbo-charged' areas.
FinTech is in our 'sweet-spot' between two of our biggest sectors –Financial Services (FS) and Technology, Media and Communications (TMC). Digital and technology is part of our DNA.
OC and FinTechs are alike at heart:
- Courageous – bold, agile, original
- Innovative – ambitious, entrepreneurial, future-focussed
- Approachable – non-hierarchical, collaborative, supportive.
FinTech is where the growth is! FinTechs are fast-moving and ambitious, change is the only constant, and they are ever-expanding, with new products and services, partnerships and transactions, and into new geographies.
We at OC have great credentials in this space, with deep experience of supporting FinTechs, including US-based ones, with market-leading regulatory practices and with great success building long-terms relationships.
What we have identified is that we need support in managing these FinTech clients. They have very high client service demands and expectations, they are often in high-growth mode, with many different workstreams, sophisticated budget and billing requirements, training programmes and international work. It is a particular feature of the
FinTech sub-sector that there are a lot of smaller clients which demand this attention – it is from these acorns that oak trees grow.
We see the role as an essential part of 'Client Service' and 'Client Relationship' deepening our relationship with existing clients (not 'Business Development' in the sense of sales and marketing). So the role involves working with the head of the Financial Services sector, Nikki Worden (Partner, FIG) and the FinTech sub-sector leader, Paul Anning (Partner, FIG), along with the relevant client partners, other key stakeholders in the FinTech sub-sector and the Financial Services sector, both nationally and internationally, and so sitting within the business rather than in Business Services.
Examples of our FinTech clients include: Airbnb, BVNK, ClearBank, Computershare, Coutts, Fintern, Gemini, GoCardless, gohenry, JPMorgan, Kraken,Liberis, Marqeta, Mastercard/Vocalink, Monzo, NewDay, Nomura, People Centre t/aRippling, Revolut, SquareTrade, and UK Finance.
The Client Service focus
The FinTech Client Service Manager's primary focus will be to ensure that a portfolio of FinTech clients are satisfied with the service they receive and remain happy and loyal clients. Ideally, your efforts will help grow the work we are instructed on, helping to secure higher value work, work across different service lines, and international work.
The role will involve both client facing and internal activities:
- Client facing – you will be regularly communicating with clients, understanding their goals, challenges, and preferences, providing solutions (for example, through our technology hub, OC Solutions), agreeing communication and billing protocols, and recognising opportunities for cross-selling, or referrals – this may be on your own, alongside the client partner or team, or with others from OC.
- Internal facing – you will be working with and supporting client partners and their teams across all aspects of their client service, including resolving issues or complaints, collecting and analysing feedback, reporting on client performance and satisfaction, assessing profitability, collaborating with other teams and developing and implementing client retention strategies.
The FinTech Client Service Manager's responsibilities
- Managing the relationships with OC's largest FinTech clients and key development clients, working directly with the core team of partners.
- Building our understanding of the clients, our contacts and our relationships.
- Attending face to face meetings with the clients, where appropriate, to help build the relationship, understand their needs, and discuss how we can help them.
- Arranging client events and socials – and going to them!
- Preparing documents and information for client relationship meetings, including gathering input internally.
- Helping with pitches, presentations, RFPs, and panel appointments.
- Helping arrange training, both technical and 'soft skills'.
- Helping arrange secondments and other flexible working arrangements.
- Being the first/primary point of contact for any client relationship issues.
- Putting in place billing processes and reporting protocols.
- Dealing with financial and other housekeeping issues that clients face.
- Helping shape our support for clients, including identifying process efficiencies, technology solutions, and new opportunities.
- Supporting our understanding of client profitability, including supporting on rates and fee discussions.
- Communicating complex financial data analysis at key partner meetings.
- Preparing clear and concise reports for senior management of key relationship issues.
Technical skills and experience
- Great communication and interpersonal skills.
- Client focussed mindset.
- Problem-solving skills.
- Powers of negotiation and persuasion.
- Organisation and time management.
- Data analysis and reporting.
- Knowledge of the industry, market, and competitors.
- Familiarity with CRM software and tools.
We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.
Our recruitment process
We welcome direct applications for our opportunities - if you would like any further information about this role or the firm, we would be delighted to hear from you. Please contact, in complete confidence, Angharad Jenkins on [email protected] or +44 117 917 3127
Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.
We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.