Being an Operational Client Relationship Manager at Delta Capita Report Hub means being the go-to partner for our clients - helping them navigate complex reporting needs with confidence. You’re not just solving problems; you’re building trust, driving improvements, and making a real impact on how the financial world stays connected and compliant. It’s a role where your voice matters, your relationships grow, and your work truly makes a difference.
The Impact You Will Have in This Role:
As an Operational Client Relationship 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 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.
Your Primary 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:
* Solid experience in customer service and relationship management.
* Bachelor's degree preferred or equivalent experience
* 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.
* Strong decision-making skills in high-volume, high-pressure environments.
* Ability to identify processing risks and communicate effectively with stakeholders at all levels.
* Strong technical aptitude with the ability to understand system behaviour, data flows, and integration concepts without requiring hands-on development experience.
* Ability to translate technical detail into clear, client-friendly explanations and executive-level summaries.
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 Wrexham. 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. For this role, a valid working permit for the UK is mandatory.
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
To know more about Delta Capita and our culture click here: Working at DC - Delta Capita .