Manager - Client Experience @ Vistra

It’s never been a more exciting time to join Vistra.

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction.

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that.

We have an exciting opportunity for you to join our team as Client Experience Manager. Reporting to the Client Experience Senior Manager, this full time, permanent position can be based Budapest and offers global coverage, allowing you to make a significant impact on our Client Experience business and its growth.

Role Overview

The Client Experience Manager is accountable for client relationships, SLA compliance, governance, service quality, escalations and performance reporting across an assigned client portfolio. As the primary coordination point between clients and internal service delivery teams, the role ensures agreed service standards are met through effective coordination and regular service reviews.

Key Responsibilities

1. Commercial

• Identify expansion opportunities, connect client needs with relevant Vistra solutions and refer qualified opportunities to the Account Manager within agreed service levels
• Provide service trends, client pain points and operational risk insights to inform account planning and business reviews
• Support account RFPs, as required, by coordinating internal stakeholders and providing operational input

2. Client Relationship Management & Oversight

• Serve as the primary contact and trusted adviser for the assigned client portfolio
• Provide a consolidated view of service status across all jurisdictions
• Lead regular client check-ins and governance meetings
• Maintain the portfolio’s governance and compliance calendar
• Prepare governance action logs and meeting minutes
• Manage client expectations and communicate emerging issues before they escalate
• Maintain comprehensive client relationship records across Vistra platforms and systems
• Draft and approve all non-standard client communications in collaboration with the Account Manager, as required

3. Service Delivery, SLA & Escalation Management

• Oversee request triage, assignment and timely resolution across the client portfolio, ensuring aged items are resolved or rerouted within agreed timeframes
• Review Associates’ status and weekly SLA reports for data accuracy and SLA compliance, identify delivery risks and initiate corrective action
• Own SLA compliance across the assigned client portfolio
• Lead client escalations and calls, coordinate cross-functional resolution, monitor resolution times against SLAs, and document and report actions and outcomes to relevant teams in written resolution summaries
• Implement preventive measures and document root causes and trends for all SLA breaches
• Escalate systemic SLA risks with remediation plans; immediately flag material complaints and at-risk clients

4. Quality Assurance & Continuous Improvement

• Review Associates’ communications, updates and SLA reports weekly for adherence to the quality framework
• Document quality findings, provide structured feedback and support Associates in implementing corrective actions
• Escalate systemic quality issues
• Assess Associates’ improvement proposals and implement approved process changes within the team
• Promote continuous improvement through process workshops and retrospectives
• Measure and report the impact of process changes

5. Reporting & Performance Analysis

• Prepare and present weekly, monthly and service review performance packs covering operational health, SLA and quality metrics, including quality review completion rates, to clients and internal stakeholders, including senior management
• Analyse SLA and quality data, explain performance variances, and identify trends, risks and improvement opportunities across all governance reporting
• Maintain the reporting dashboard using agreed templates
• Respond to client and internal ad hoc reporting requests within agreed timeframes

6. Team Coordination & Associate Development

• Provide day-to-day coaching, feedback and task direction, building Associates’ system proficiency and adherence to processes and management standards
• Hold regular one-to-one meetings with each Associate to discuss performance and development
• Identify training needs and recommend development actions
• Contribute to Associates’ performance reviews

7. Systems & Data Governance

• Maintain data quality standards across Vistra platforms and systems
• Review and approve request records for completeness and accuracy before closure
• Monitor Associates’ compliance with system usage requirements
• Coordinate with Technology on system issues, access requests and tool improvement proposals
• Champion team adoption of new tools and platform updates

8. Compliance & Risk Management

• Ensure team compliance with data protection requirements, regulations and internal policies
• Complete mandatory training and track Associates’ completion
• Immediately escalate breaches and risk events
• Support internal audits and risk reviews, as required
• Monitor regulatory changes affecting service delivery and update the team

Relevant Experience

• Minimum 3–5 years’ experience in client relationship management, client services or operational team leadership, ideally in financial services or a professional services Global Delivery Hub (GDH) environment
• Demonstrated experience managing SLA-driven performance in a client-facing role
• Proven experience in caseload management, performance reporting, and team coaching
• Fluent in written and spoken English, additional languages preferred.

Core competencies

• Client Relationship & Governance
• Service Delivery & SLA Management
• Quality & Continuous Improvement
• Analytical Thinking
• Communication & Influence
• People Development
• Problem Solving & Escalation Management
• Commercial Awareness
• Risk & Control Awareness

Technical Skills

• Salesforce required
• SAP required
• Microsoft 365 (Advanced) required
• AI tools, Microsoft Pilot desirable

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!