Client Service Manager – Loan Agency

Position: Permanent

Salary: up to £85,000

Location: London

Job ID: JA1701CSM

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An exciting opportunity has arisen for a facility Agent professional to join the Loans Agency Client Service team on a permanent basis of one of the world’s largest International Banks.

You will work as part of a team dedicated to performing the role of Facility Agent under syndicated loan facilities.  Primarily responsible for a portfolio of clients/deals and will be required to display a strong commitment to maintaining and improving a quality client service proposition.  You will be required to work with internal teams, both onshore and offshore, to maximise the client experience of dealing with the bank from mandate through to final repayment, as well as being directly responsible for managing the non-operational aspects of the deals.

Main Responsibilities of the Client Service Manager:

  • Prime responsibility for a portfolio of client relationships where they relate directly to the syndicated loan deals on which are appointed as facility agent.
  • Required to work with internal teams from mandate to ensure that the Onboarding and closing of the deal is professionally executed, and that potential operational issues are flagged and addressed in advance; to build and develop the relationship with the client, to act as an advocate for the client within the bank;
  • Required to display a strong client service work ethic, ensuring that customer requirements are understood; that their requirements and processes are explained; and that they display a commitment to service delivery.
  • The jobholder will, in addition to having full deal oversight, be required to manage the non-operational aspects of these deals.  This will include the deal closing process (including conditions precedent/subsequent matters); the managing of amendments, waivers and consent with internal and external parties (including client, lenders and counsel); managing internal processes (such as annual client reviews, internal escalation for problem/defaulted deals); and acting as a focal point for deal issue escalation.
  • Provide advice and guidance for junior members of the team and KL Operations where required, and act as an escalation point for local management.
  • The team work principally in the Syndicated Loan Market and manage a mix of business generation, documentation, operation, and relationship management with a broad spectrum of globally based clients.  Regular contact will be maintained with a very wide variety of both internal and external customers in a number of locations.  The diversity of both customer and location requires the jobholder to be flexible, proactive and up to date on current market standards and practices.

Skills required of the Client Service Manager:

  • Minimum 3 years’ experience in a comparable role, with a strong understanding of the Syndicated Loan Market and relevant facility Agent documentation
  • Client focussed, with a proven record of commitment to excellent customer service.
  • Good communicator, both written and verbally.
  • Able to work in a pressurised environment and manage priorities effectively.
  • Strong time management and presentation skills.
  • Maintain the banks internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

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