Senior Client Manager

• Own response to service elements of Requests For Proposals (RFPs), pitches & initial due diligence events.
• Establish client service intent and map to the firm’s capabilities.
• Discuss & start to manage service expectations with the client.
• Identify and begin to investigate/challenge potential service complexities.

• Manage client engagement throughout event including negotiation of client contractual documentation in partnership with our contracting experts.

• Engage internal teams as required and own event from client perspective.

• Ensure clear understanding of client service intent internally as this evolves.

• Finalise rebate terms with the client and ensure correct coding internally.

• Agree and document proposition with client & internally.

• Provide / set up provision of required (e.g. regulatory) information to client.

• Support client through necessary documentation/due diligence requirements (AML/KYC, Distributor, etc).

• Verify that service setup and first deliverables match client expectation.

• Be able to own the ongoing client relationship for a defined portfolio of clients, partnering appropriately with Sales colleagues to ensure a unified overall client engagement experience.
• Build and strengthen client relationships through regular engagement and periodic service reviews to gain a deep understanding of their needs.

• Alert the Sales team to potential cross-sell, up-sell or defence opportunities arising from client engagements.

• Be accountable to the client for the resolution of investment- and service-related issues and changes, coordinating with responsible internal teams to ensure accurate and timely delivery.

• Co-ordinate and own prep, meetings and follow-up for ongoing events such as due diligence and investment review meetings.

• Navigate the firm for the client (e.g. bringing the right experts into the client meeting for specific investment and servicing topics).

• Proactively monitor delivery vs proposition, including sign-off where required for service deliverables, and address areas of inefficiency/performance challenges.

• Proactively identify client impact due to regulatory/industry change and commission necessary response internally.

• Proactively identify and drive client specific & thematic improvements to their experience.

• Building internal partnerships across our firm to drive better outcomes for our clients and our partners.

• Working with Client Management leadership to identify and migrate activities to the relevant centre of expertise.

• Identifying and driving opportunities for consistency of engagement and delivery across regions.

• Identifying and driving process efficiencies, simplifying/enhancing controls and designing/providing management information to help us manage our team and client experience more effectively.

• Contributing strongly to the design and delivery of strategic change across the team.

• Corporate pooled client relationship management experience, including experience of UK and Luxembourg based mutual fund ranges (both managed portfolios and single strategy), Management Companies and Transfer Agencies.

• Strong investment management experience including thorough understanding of fund management, financial instruments, administration processes, performance analysis and reporting.
• Experience driving and negotiating legal contractual changes

• Must be a structured individual with strong workflow management and project management skills.

• Strong ability to work with others both in the team and across the business to achieve effective solutions and decisions.

• Excellent listening skills and assertive, empathetic approach to dealing with stakeholders within the business.

• Good self-organisational and time management skills; ability to work under pressure to short deadlines.

• Drive and enthusiasm demonstrated through strive to achieve a first-class service management function.

• Ability to make clear decisions and exercise sound judgement; demonstrable problem solving, specifically around data and process.

• Investment Management Certificate (or equivalent) preferred.

Ameriprise Financial