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Vacancy Details

Job titleClient Services Manager
LocationCity of London
SectorOther Roles
TypePermanent
Salary Competitive
ReferenceCSM-T
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Job description

Our client, a prestigious global Asset Manager based in the City of London, is seeking a Client Services Manager. 

 

Team / Department Summary:
The Client Services team is responsible for the successful onboard and continued service delivery to Institutional clients globally. This team is a core function of the business linking key communication and processes between sales areas with fund management and operational departments.
 
Job Purpose Statement:
The Client Services Manager is responsible for providing full support to the Head of Client Services within the team to ensure the team deliver excellent service to our clients. The role will involve supporting our larger client relationships and will involve direct client responsibilities from the outset, managing the successful delivery of service to complex clients, ensuring that excellent relationships are maintained with all business areas at all times and that change requests for existing and new clients are implemented to the most efficient and highest standards.
 
Context for the Role:
Total team size including the Head of Client Services is 8.
The Client Services team forms part of Distribution
 
Key Accountabilities, Tasks & Activities:
 
Client Take-On
Ensuring successful and controlled project management of new institutional business in the form of client take on transitions including:
  • Creating and delivering detailed transition plans
  • Effective communication regarding the client take-on to impacted business areas and gaining respective buy-in to take-on plans
  • Coordinating the negotiation of legal agreements
  • Coordinating the drafting of investment restrictions / guidelines
  • Progressing in-specie transfers with Operations team
  • Establishing reporting requirements and coordinating delivery with Client Reporting team
  • Ownership of issue resolution
  • Obtaining effective sign-off from business areas
Client Service  
Delivering excellent service to existing clients in line with the company’s standards including:
  • Providing the first point of contact to Sales/Relationship teams for resolution of client/consultant queries, requests and instructions
  • Proactive client communication to discuss service standard and future requirements, building professional and trusted relationships with clients
  • Responding to client requests and queries
  • Coordinating enhancements and changes to IMA
  • Maintaining excellent working relationships with all key stakeholders within the business
  • Compliance monitoring and breach reporting to clients
  • Reviewing service standards with service providers in line with client requirements
  • Resolving issues with external service providers e.g. outsourced services 
Client Reporting
Ensuring client reporting and deliverables requirements are met including:
  • Deadline management
  • Review and sign off of outbound monthly/quarterly reports
  • Coordinating enhancements and changes to monthly/quarterly reports
  • Standardisation of reports
 Projects
  • Form a key role in departmental and other projects as required, including testing and implementation of new systems.
 Key Capabilities (skills, qualifications, knowledge):
  • Excellent direct Institutional Client relationship experience
  • Strong investment management experience including excellent understanding of fund management and administration processes and instruments
  • Good business knowledge of performance analysis and reporting
  • Strong workflow management and project management skill
  • Demonstrable problem solving, specifically around data and process
  • Strong ability to work with others to achieve effective solutions and decisions.
  • Ability to work within a team and under pressure
  • Openly shares information and own expertise with others
  • Drive and enthusiasm demonstrated through strive to achieve a first class service management function.
  • Strong listening skills and empathetic approach to dealing with stakeholders within the business.
  • Excellent numerical and written skills are essential
  • Good self organisational and time management skills
  • Excellent facilitation and meeting skills, being able to discuss complex/technical concepts
  • Must be a structured individual with project style discipline.
  • Ability to initiate and deliver change as required.
  • Ability to form strong cross-functional working relationships
  • Investment Management Certificate (or equivalent)
  • Candidate must be ‘graduate calibre’ with strong academic results.
Key Challenges:
  • Internal and external relationships to support client requirements and issue resolution
  • To establish best practice in a given key function or procedure (e.g. Transitions including client take-on)
Valued Behaviours - Client Focus:
Consistently demonstrates an ability to understand internal and external client’s needs and requirements. Always considers the client to be the highest priority. Responds promptly to client requirements and consistently provides excellent service.
 
Valued Behaviours - Business Focus
Has a ‘can do’ mentality, is results focussed, pragmatic in approach and always accountable for their decisions and actions

 

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