Senior Client Support Analyst

Job description

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team. Role Overview Serve as the primary point of contact for key client enquiries by telephone and email, managing and resolving complex queries related to global proxy voting requirements. Ensure all communications are responded to accurately within agreed Service Level Agreements (SLAs) while delivering a world-class service to clients. Build and maintain strong client relationships to support positive, productive partnerships and ensure all proxy voting requirements are addressed promptly and professionally. Responsibilities Resolve complex client enquiries received by email and telephone promptly and accurately, ensuring all responses are delivered to a high standard and meet client expectations within agreed SLAs. Oversee the timely resolution of enquiries, independently manage most client issues and escalations, and demonstrate a thorough understanding of multiple Broadridge products, platforms, and services. Actively participate in client meetings, conference calls, face-to-face service reviews, and independently lead client meetings and user groups both on-site and off-site to strengthen business relationships. Lead regular conference calls with key clients, maintain detailed operational logs of items raised, and ensure prompt follow-up and resolution of all actions as appropriate. Support the wider Client Services team with complex queries, using experience to mentor, coach, and develop colleagues while promoting quality responses and best practices. Act as a positive role model in the consistent implementation of best practices across client interactions, departmental procedures, team project delivery, and the provision of consistent, high-quality service. Keep up to date with local market developments, regulatory changes, and market practice, sharing relevant knowledge with clients and internal team members where appropriate. Independently lead onboarding for new products and services with a high level of accuracy and timely conversion to production; monitor team workload, mailbox volumes, SLA performance, and work allocation, and support management with ad hoc requests, projects, and escalations. Your Profile Bachelor’s degree or above preferred. Typically requires 3–5 years’ experience in a client services role supporting global custodian, bank, or broker clients. Proven proficiency in managing client queries, driving high levels of client satisfaction, and supporting overall client advocacy. Experience of global proxy voting is mandatory. Experience working in a financial services environment, including Asset Servicing, Custody Servicing, or Proxy Voting, would be advantageous. Self-motivated and able to build the knowledge required to perform at a high level in a rapidly changing environment. Strong analytical and solution-oriented problem-solving skills, with excellent written and verbal communication skills, including the ability to present products and services to clients and to chair meetings effectively. Strong attention to detail, the ability to perform under pressure and to tight deadlines, and the ability to coach and motivate team members and deputize in the absence of the Team Leader. #LI-KA2 #LI-Hybrid We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective. Use of AI in Hiring As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.