The Global Client Services (GCS) team provides support across stakeholder engagement, enquiry management, and client-focused initiatives. This article outlines the key responsibilities of GCS and the differences between Service Level 2 and Service Level 1 support.
What GCS Delivers
Stakeholder Support & Client Relationship Management
GCS partners with internal teams and external clients to maintain strong relationships and ensure seamless communication.
Client Experience Initiatives
The team drives initiatives designed to:
Provide concierge service
Enhance client engagement
Improve overall client experience with UMG
Enquiry Triage
GCS serves as the first point of contact for external enquiries, ensuring they are directed efficiently and accurately to the appropriate team.
Client Support Tools
The team implements and supports tools designed to improve client interactions and operational workflows.
Service Levels
GCS offers two levels of service support. Below is a breakdown of what is included at each level.
Service Level 1
Service Level 1 provides a lighter version of GCS support:
Stakeholder support
Zendesk support, configuration & training
Article assistance
Standard reporting suite
Service Level 2
(Full GCS frontline support for UMNA & UMUK)
Service Level 2 provides comprehensive enquiry and process support:
Full or partial enquiry management (end-to-end handling)
Enquiry & process refinement
Client enquiry insights
Stakeholder support
Zendesk support, configuration & training
Article assistance
Standard reporting suite
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