NewDay

Senior Client Services Manager

Working at our iconic office in London, and virtually via Microsoft Teams

Your new role at NewDay

The Senior Client Services Manager develops and manages relationships with Platform clients, understanding their priorities and acting as an internal authority on their needs. They also serve as a main point of contact for clients, ensuring high-quality service and driving revenue growth.

The role connects Platform clients with key NewDay business areas to establish a comprehensive and efficient client-facing service model. The roleholder will address any relationship issues, ensuring client satisfaction and a successful working relationship.

As part of this role, you will establish positive relationships with our clients. Internally, you will be the main contact for customer and account queries across all NewDay business functions. The role also involves developing strong connections with client touchpoints and account teams and gaining in-depth technical knowledge of their Platform implementations. Ultimately, you will advocate for the client’s perspective within NewDay and ensure positive results in all interactions.

What You’ll Deliver:

• Take charge of all aspects of the relationship with Platform clients, including governance, service, change and future revenue development.
• Assist with client requests by gaining the co-operation of and lead cross-functional teams to meet and exceed business and client expectations for delivery of operational services.
• Leading client engagement during significant service incidents and act as point of contact to resolve any issues.
• Support Incident Management and other IT service-related functions in their interactions with the partner.
• Ensure issue resolution within agreed time frames, coordinating remediation if applicable.
• Monitor agreed contractual SLAs and performance metrics for the delivery of assigned services.
• Share monthly reporting and run service reviews.
• Investigate and resolve advanced complex client (and customer) issues, and provide feedback within NewDay where appropriate, improving processes where necessary.
• Ensure all relevant client and process documentation is in place and up to date.
• Support the delivery of strategic projects, ensuring seamless integration of feature delivery.
• Identify process improvements, collaborate closely with and matrix manage all relevant departments to achieve robust client process improvements.

What You’ll Bring:

• You will nurture and maintain strong, positive connections.
• Responsible for delivering messages with clarity and confidence.
• Expert in organisation and seamless project execution.
• Tackles challenges with a tenacious, data-driven mindset.
• You will bring a wealth of industry expertise to every project.
• Deep experience in driving impactful solutions across financial services, consultancy, and system integration

We would love you to know or learn

• Strong working knowledge of consumer credit product life cycle.
• Experience of technology business development, sales, procurement and supplier management.

Where next? Let’s talk about this role – Apply now or contact talent@newday.co.uk with any queries.

About NewDay

We help people move forward with credit and help our colleagues to move their careers forward too.

We use our highly flexible, scalable, and multi-product digital credit engine to power over 120 million transactions every year. Our brands include Aqua, marbles, fluid and Bip. We partner with leading brands such as John Lewis, AO, Argos and DEKO.

Over 5 million UK customers are supported by our award-winning customer service.

At NewDay, we value all types of diversity. We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture. We want all our colleagues to feel able to bring their whole selves to work. We don’t discriminate on the basis of age, physical or mental disability, gender reassignment, marriage and civil partnership, pregnancy and carer status, race (including colour, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation. We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process. Tell us if you need accommodations: we’ll put reasonable adjustments in place to support you.

Our dynamic NewDay culture

We’re focused on what will drive impact in helping people move forward with credit. Our distinctive culture is geared to spark innovation and team working – with lots of open doors for development. Our customers can rely on us because we aim high, support each other, do the right thing and build for the future.

We invest in our colleagues. On top of a strong market competitive salary, you get a bonus opportunity that matches the impact (delivery + values) you drive in your role. We also help you retire better with market leading pensions.

At NewDay, #yourwellbeing matters: You get 26 days holiday and can buy up to 5 more after probation. Then you’ll get extra days as you build your career with us.

NewWork, our flexible, hybrid working approach, helps you to manage your work/life balance - and even bolt on work time in other countries before or after your holiday. And when you’re in the office, you get free healthy breakfast, fresh juices, lunch, barista coffee etc.

Our tax efficient green car and cycle to work schemes save you money (and help the planet). 

Ask your Talent Acquisition Partner to tell you more about any of our perks.

We work with Textio to make our job design and hiring inclusive.

#LI-Hybrid

For internal recruiter use: not visible to candidates

*Textio is an AI tool we use at NewDay to improve our job adverts which are based on our role profiles. All managers have access to Textio via Single Sign On at https://textio.com/ (just click Sign In to be taken through the SSO portal – you may need to enter your usual NewDay log on password). Advert requires a score of 90+ to be eligible for posting.