Director of Operational Relationship Management

Requisition ID:  6513

Each one of us brings something different to Vistra, working as one team to deliver the right solution.That’s why our clients choose to work with us – the power of our combined skills makes us unstoppable.Vistra offers a unique platform for our clients and our people to seize the world of opportunities.At the heart of everything we do are our core values:Committing to clients, Working as ONE Vistra, Empowering people and Doing the Right thing.

Why Vistra


At Vistra, we believe our clients’ businesses and people can make a difference in the world. That’s why our work is focused on helping our clients act with confidence and speed to seize opportunity wherever it arises. As a global corporate service provider and fund administrator with more than 5,000 professionals in over 45 jurisdictions, we empower legal entities globally to work smarter, grow faster, act responsibly, protect capital and scale across borders — by doing what we do best: reducing risk and enhancing efficiency.


We support our clients over six sectors: Private Equity, Real Estate, Capital Markets, Corporate, Company Formation and Private Wealth and deliver value across three service lines:


  • Governance, Risk and Compliance
  • Advisory and Transaction Support
  • Finance, Accounting and Administration


We grow when you grow, and we succeed when we work together across boundaries and borders, as one team. So, our promise to our clients is the same to you: working together, we will give you the confidence, the tools and the support to achieve your ambitions and leverage your unique skills — to seize your opportunity and help make a difference in the world.


You can also check out our LinkedIn Life page and our About us page to get a sense of Vistra’s culture and our values.


So, what do you think? If you are excited about working with us and think you can get the job done but not quite sure if you meet all the requirements 100%, we want to encourage you to give it a try OR have an informal chat with one of our Talent Acquisition representatives.   


Our opportunity for you:


Vistra UK is currently recruiting for a Director of Operational Relationship Management (ORM). This is a new role that can be based in the UK or the US and will be responsible for ensuring an exceptional client experience for our global clients.  You will have strong account management/relationship management skills but will also have demonstrable experience of improving global operations and increasing a company's NPS. You will be passionate about delivering for your customers.


We are a fast paced, entrepreneurial business which is growing rapidly.  We have exciting plans for 2023 and this role presents the opportunity for you to help to shape the future of how we manage our clients to ensure customer service excellence.


Key Responsibilities:


With a strong sense of ownership, the Head of ORM will have the energy, passion and drive to support client relationships and capitalize on opportunities in a fast-paced environment.  The job entails:

  • Managing a team with a diverse portfolio of clients focusing on client service, satisfaction and retention
  • Improving how the team interacts with an international network of Vistra and affiliate contacts
  • Providing supervision, coaching, guidance and support to the team where applicable and appropriate
  • Becoming a global subject matter expert (SME) on service offered by developing the technical knowledge and expertise to speak confidently and with conviction, about services offered to clients in key countries
  • Improving client service and satisfaction by identifying, addressing and resolving global process issues in a timely manner.  This will require extensive partnering with Client Relationship Directors, the Global Services Centres and other Vistra offices
  • Providing key input into the development of a strong operational delivery network for our key markets.
  • Driving client satisfaction, client retention and client success as measured by NPS and retention rates
  • Identifying and recommending process or policy improvements, including, but not limited to: pricing, contract terms, credits
  • Spearheading or assisting with client outreach through Advisory campaigns, notices on new country requirements and/or emerging regulations
  • Presenting and showcasing the Voice of the Customer (VoC) and the Voice of the Employee (VoE) to senior management
  • Partnering closely with the Commercial team (Management, New Sales, CRDs, Partner Program) to generate business


Attributes/ Technical Skills:


  • Demonstrated leadership and teamwork
  • Technical knowledge and expertise
  • Financial/ commercial acumen
  • Problem solving
  • Communication and influence
  • Project/Process management


Core Competencies:


  • Strong commitment to clients
  • Keen awareness of self and others
  • Resilient and flexible
  • Actively collaborates, seeks and accepts diverse perspectives
  • Capacity to embrace complexity, change and transition


Relevant  Experience:


  • Minimum of 15 years of relevant experience culminating in a successful team management role
  • Proven experience in process design and re-engineering
  • Financial Accounting, HR& Payroll and/or Legal experience is desired
  • Experience in a multi-national organization
  • Experience with multi-service line project, P&L and program management


Education and Professional Qualification:


  • BA or BS degree in accounting, business or related field
  • MBA is preferable


Join US!


Our promise to our clients is simple: we help them seize opportunity and make a difference in the world. It’s the same to you.


Make a difference — seize your world of opportunity with Vistra!



Bring Your Whole Self to Work

We’re passionate about Diversity and Inclusion at Vistra.We believe that everyone is equal and unique, and by embracing diversity it makes us better company.This creates an environment where anyone, from any background, can do their best work; Vistra is for the ambitious, the entrepreneurial, the bold.


Bristol, ENG, GB, BS1 6FL

Department:  Operations (B401010)

Job Segment: Relationship Manager, Recruiting, Compliance, Manager, MBA, Customer Service, Human Resources, Legal, Management