Senior 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 Senior Manager. Reporting to the Head of Client Experience, 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 Senior Manager holds end-to-end operational accountability for the Client Experience function within their assigned region, ensuring consistent implementation of global frameworks for SLA management, quality assurance, reporting, escalation, request management and governance across client portfolios.

The role translates global strategy into regional execution, ensuring teams deliver against agreed standards and achieve consistent, measurable operational outcomes. As the region’s senior operational escalation point, the Senior Manager oversees complex issues and provides regional performance intelligence to inform leadership decisions.

Key Responsibilities

1. Commercial

• Oversee regional opportunity identification and referral, guiding Managers and Associates to connect client needs with relevant Vistra solutions and refer qualified opportunities to Commercial & Account Managers within agreed service levels
• Partner with Account Managers to translate regional service trends, client pain points and operational risks into insights for account planning and business reviews
• Lead Client Experience input into strategic account RFPs, coordinating internal stakeholders to ensure operational requirements and delivery capabilities are reflected

2. Client Relationship Management

• Serve as the senior-level contact for the most complex and highest-value client relationships
• Lead senior client governance forums and quarterly business reviews
• Represent the Client Experience function in commercial, contractual, and partnership discussions (where required)
• Monitor client health indicators across portfolios and act on at-risk signals proactively
• Implement global client relationship management strategy regionally
• Escalate strategic client relationship issues and commercial concerns

3. Operational Oversight & Management

• Act as the senior escalation authority for Managers and Associates across regional client portfolios, overseeing material client complaints, at-risk relationships and unresolved cases, and ensuring timely triage, assignment, resolution or rerouting, including aged items
• Implement global escalation protocols, including defined triggers, timelines, accountabilities and resolution standards
• Maintain management standards and ensure Managers and Associates receive appropriate training and coaching on escalation compliance
• Review escalation status and trends and direct corrective action
• Drive regional continuous improvement through process workshops, retrospectives and implementation of approved changes, including protocol updates to address structural inefficiencies and changes in request volumes
• Measure and report the impact of implemented process improvements

4. SLA Implementation & Governance

• Implement the global SLA framework across the region, deploying defined targets, measurement methods and reporting structures
• Oversee regional SLA performance and compliance, holding Managers accountable for day-to-day adherence and corrective action
• Escalate structural framework issues and exception requests through agreed governance channels
• Analyse SLA performance trends and identify structural improvement opportunities

5. Quality Assurance

• Apply the global quality framework consistently across the team
• Oversee periodic audits of regional team outputs to assess adherence to quality standards and framework effectiveness
• Coach Managers and Associates on quality standards and identify targeted training or process interventions
• Analyse audit findings and trends, recommending improvements for consideration in future framework updates

6. Reporting & Performance Intelligence

• Oversee regional performance against agreed KPIs and maintain the reporting cadence
• Produce consolidated regional performance reports for senior leadership using agreed dashboards and KPI definitions, including monthly SLA governance reporting, quality audit findings, escalation trends, operational governance status and policy compliance data
• Ensure reporting data is accurate, timely and aligned with agreed data standards
• Provide performance commentary and trend analysis to inform consolidated global performance intelligence reporting

7. Operational Governance & Request Management

• Implement the agreed governance framework, maintaining meeting cadence, agenda standards, action tracking and policy compliance
• Deploy and oversee global request management protocols across the region, including triage rules, priority weighting and hygiene standards
• Oversee daily workload, operational health and protocol compliance, holding Managers accountable for exception management
• Escalate operational governance breaches, policy compliance gaps and systemic issues requiring framework-level changes

8. People Leadership & Team Development

• Oversee regional team capacity and resourcing to maintain operational continuity and consistent service delivery, recommending resourcing and headcount adjustments for approval
• Support recruitment, onboarding and role design for the Client Experience function
• Lead the regional team through Managers, setting direction and overseeing performance management, coaching and development
• Implement agreed succession planning and people development frameworks across the region
• Foster a high-performance team culture aligned with global standards

9. Technology & Systems Adoption

• Drive regional adoption and effective use of technology, including AI-assisted tools, addressing barriers and improving operational efficiency
• Implement technology standards across the region, ensuring Vistra platform and system usage complies with defined configuration, access and reporting requirements
• Identify opportunities to improve tools and submit recommendations for consideration

10. Compliance & Risk Management

• Represent Client Experience in internal audits, regulatory reviews and risk assessments, as required
• Implement the regulatory compliance framework, oversee compliance training and local risk assessments, and ensure adherence to regulatory requirements
• Report material compliance risks and regulatory findings

Relevant Experience

• 5–8 years in client services, operations management, or client experience leadership within financial services or professional services
• C-suite client relationship management experience with strong stakeholder influencing capabilities
• Demonstrated experience implementing operational frameworks (SLA, QA, escalation, queue management) in a service delivery or managed services environment
• Proven people leadership experience — managing and developing a team of Managers in a GDH or shared services environment
• Track record of consistent performance delivery against SLA, QA, and client experience KPIs
• Experience operating within a global framework, reporting performance to senior leadership
• BPO or multi-site operations experience advantageous
• Fluent in written and spoken English, additional languages preferred.

Core competencies

• Operational Leadership
• Framework Implementation
• Performance Management
• Stakeholder Management
• People Development
• Continuous Improvement
• Commercial Awareness
• Data & Reporting
• Compliance & Risk Awareness

Technical Skills

• Salesforce required
• SAP required
• BI Tools (Power BI/Tableau) required
• Microsoft 365 expert required
• AI tools, Microsoft Pilot required

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!