Associate Client Manager
- London
- Permanent
- Full-time
- Help to establish client service intent and map to the firm’s capabilities.
- Participate in discussions to manage service expectations with the client.
- Help to identify and begin to investigate/challenge potential service complexities.
- Engage internal teams as required and own event from client perspective.
- Ensure clear understanding of client service intent internally as this evolves.
- Agree and document proposition with client & internally.
- Support client through necessary documentation/due diligence requirements (AML/KYC, Distributor etc).
- Verify that service setup and first deliverables match client expectation.
- Support and/or be able to own the ongoing client relationship, partnering appropriately with Sales colleagues to ensure a unified overall client engagement experience.
- 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.
- 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 service proposition, including sign-off where required for service deliverables, and address areas of inefficiency/performance challenge.
- 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.
- Conduct periodic service reviews with the client and consult with them to achieve a better client experience.
- Building internal partnerships across our firm to drive better outcomes for our clients and our partners.
- Working with the team to identify and migrate activities to the relevant centre of expertise.
- Be a contributor to identifying and driving opportunities for consistency of engagement and delivery across regions.
- Be a contributor to 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 to the delivery of strategic change across the team.
- Prior industry experience.
- 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.
- An understanding of fund management, financial instruments, administration processes.
- Investment Management Certificate (or equivalent)