Manager, Client Management

at  Stenn

Stenn is one of the leading FinTechs in Europe and a category leader in the verticals and markets it operates in. Founded in 2015, Stenn’s purpose is to connect international SMEs to the global financial system, helping to bridge a reported $3.6 trillion (USD) financing gap through a fast, simple online platform. To date, Stenn has enabled over $18 billion (USD) of finance to SMEs in 3 verticals and 4 markets, with capital provided by several blue-chip banks and institutional fund managers across the globe.
Rapid expansion continues at Stenn, as under-served SMEs seek financing solutions to manage significant macroeconomic and supply chain disruption; and this follows our $50 million Series A fundraise in 2022, valuing Stenn at $900 million.
Our HQ is in London with employees across the globe, including the USA, Europe and China. We are made up of diverse, highly skilled professionals who work in an innovative way to develop and drive our business further. Our people are empowered to work autonomously through a trusting leadership style which encourages learning.

QUALIFICATIONS:

• University degree in Finance, Economics, Mathematics, Statistics, Computer Science, Accounting, or a related field.
• Proven experience in trade finance, structured trade finance, or a related sector.
• Background in financial operations or similar roles is preferred.
• Strong focus on achieving results and driving operational excellence to support the company’s growth.
• Ability to manage multiple projects simultaneously, ensuring timely delivery and alignment with organisational goals.
• Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
• Proficiency in Microsoft Office is required, along with a willingness to learn new software and systems quickly.
  At Stenn, we believe that every team member deserves to feel like they belong. We foster a culture of inclusivity, respect, and collaboration where everyone’s unique perspectives are valued. Join us and be part of a team where you can thrive and grow, both professionally and personally.
  We appreciate the support recruitment agencies can provide, however our in-house team do not require any 3rd party assistance at this time.
  We appreciate the support recruitment agencies can provide, however our in-house team do not require any 3rd party assistance at this time.
  At Stenn, we believe that every team member deserves to feel like they belong. We foster a culture of inclusivity, respect, and collaboration where everyone’s unique perspectives are valued. Join us and be part of a team where you can thrive and grow, both professionally and personally.

THE ROLE:

We are seeking an experienced and results-oriented manager to lead our Client Management team within the Operations department. This role presents a unique opportunity to play a pivotal role in organising and managing deal processing functions for our current and new product offerings.
In this role, you will be responsible for managing key areas in the deal processing lifecycle, from data collection and validation to document preparation, ensuring timely and efficient execution of all transactions.

RESPONSIBILITIES:

• Lead the Client Management team, building a culture of excellence through guidance, support, and mentorship to ensure outstanding delivery, in line with agreed SLAs.
• Develop and refine commercial Client Management processes and practices, embracing an automation-first mindset to enable Stenn’s ambitious revenue targets to be met.
• Continuously assess and optimise Client Management processes to improve efficiency and effectiveness; including quality assurance practices.
• Serve as the main point of contact for complex operational issues, collaborating with other teams to promptly develop effective solutions.
• Work closely with Revenue, Risk, and Product & Tech to align on priorities and strategies to maximise revenue growth.
• Partner with Product & Tech to develop user-friendly tools that enhance the team’s overall experience and efficiency.
• Collaborate with the Data team to develop tools that enhance reporting quality and provide valuable insights.
• Collaborate with the Data team to develop and maintain dashboards to track operational performance and individual performance and efficiency.
• Set goals and monitor team performance and productivity; regularly assessing performance to ensure successes are celebrated and development areas identified.
• Provide ongoing training and development opportunities to help team members grow.
• Generate regular reports for management, highlighting key metrics, performance indicators, and areas of improvement.
• Provide deal processing visibility to Sales and other stakeholders within the organisation.
• Develop and implement operational policies and procedures to enhance productivity and compliance.
• Maintain up-to-date knowledge of Operations policies and procedures; ensuring Client Management is continually compliant.
• Foster a culture of knowledge sharing and continuous learning within the team. Implement a systematic knowledge management process for best practices to support high velocity mode.
• Lead efforts on how we improve sustainability for our deal processing workflow to serve growth and expansion.
• Manage and resolve operational conflicts or client escalations related to deal processing.