Client Services Manager

Marlborough Group

  • Bolton, Greater Manchester
  • Permanent
  • Full-time
  • 2 months ago
Company DescriptionMarlborough Group is a successful investment business that manages over £15 billion for over 200,000 clients and employs some of the UK's most respected fund managers. The Group has its headquarters in Bolton and offices in London, Lichfield, Peterborough, Bristol and Dublin.The Group employ more than 150 people across its business lines being:
  • Marlborough Limited - The Group's investment management business
  • Investment Fund Services Limited - The groups Authorised Corporate Director (ACD) Authorised Fund Manager business
  • Select Platform - The Group's platform business
Marlborough Group's success has been built on a reputation for excellence in active fund management, with the Group leading the way in industry expertise, service quality, product understanding and added value for our investors.As we continue with our ambitious growth plans, we are looking for talented people who share our values and will grow and develop as financial services professionals. That means putting our investors at the forefront of everything we do and constantly striving for excellence in the service we deliver.In addition to receiving a comprehensive benefits package, successful candidates will join a team who are committed to collaborative working in an environment where personal and professional development are genuinely valued.PositionRole PurposeThe primary purpose of the Fund Services Team is to ensure the consistent delivery of high-quality services to Sponsors and Investment Managers (IMs). The team acts as a pivotal relationship role between the Sponsors / IMs and the third party operations team, ensuring that service commitments are met and continuously improved upon.Desired Outcomes
  • Sponsor Satisfaction: Achieve high levels of Sponsor satisfaction through consistent and reliable service delivery.
  • Service Quality: Maintain and improve service quality through effective management and continuous improvement initiatives.
  • Operational Efficiency: Influence operational efficiency with the service provider and streamline internal processes and eliminate inefficiencies.
  • Issue Resolution: Ensure timely and effective resolution of service delivery issues, minimising impact on Sponsors.
  • Stakeholder Alignment: Foster strong alignment between service delivery and business objectives, supporting overall organisational success.
Key ResponsibilitiesRelationships
  • Deliver a strong commitment to service excellence and a deep understanding of clients' needs.
  • Be an escalation contact point for Sponsors and IMs and understand how to deal with escalations internally and externally.
  • Develop and maintain professional relationships with key contacts e.g. Sponsors, Investment Managers, SS&C, Depositories and any other relevant service providers.
  • Arrange and Chair operational service meetings for Sponsors and/or IMs, reporting on items such as performance against service standards, complaints and breaches, where these are requested or required.
  • Attend regular Sponsor service review meetings.
Technical Expertise
  • Can discuss issues confidently and professionally to both Sponsors, IMs, Depositories and third party providers to ensure the highest standards of service delivery.
  • Ensuring small operational change requests are managed effectively for Sponsors and any Marlborough Group requests.
  • Where high levels of service are not being delivered, communicate and collaborate with the Operational Oversight Team and third party providers to find a resolution, and direct stakeholders to ensure process improvements are implemented where required.
  • Obtain an excellent detailed understanding of Sponsors and IMs business, products, strategy and requirements.
  • Have an excellent understanding of business products, services and technologies (particularly at the third party provider) and how these can add value to the Sponsors and IMs business.
Organisation and Reporting
  • Managing all Sponsor / IM operational queries ensuring they are resolved in a timely and satisfactory manner.
  • Ability to manage BAU, low level projects with the 3 party provider and feedback internally as necessary and manage the requests from the Marlborough Group.
  • Ensure successfully delivery of monthly Key Performance Indicators (KPI) to Sponsors.
  • Review and maintain SLA documents.
  • Produce Committee reports, Sponsor and IM reporting and MI.
  • Ensure a log of all Sponsor and IM reporting deliverables is maintained within the team.
  • Assist in arranging, and hosting Sponsor and third-party visits to Marlborough premises.
  • Review reporting produced by the Relationship Management Administrator.
  • Act collaboratively with the Operational Oversight Team as a quality control for Breach Reports, before these are distributed to Sponsors. Any underperformance should be shared with the third party provider on weekly calls.
  • The role may require travel to various company, Sponsor or IM offices.
RequirementsEssential Skills:
  • Proven relationship management skills
  • Strong numeric and excellent written and verbal communication skills
  • Ability to problem solve and deal with complex queries
  • Strong analytical skills
  • Ability to use initiative and work unsupervised in a proactive manner
  • Attention to detail
  • Ability to prioritise
  • Working knowledge of Microsoft Excel, PC literacy and internet skills
  • Influencing skills
  • Ability to present to multiple audiences
Essential Qualifications:
  • IOC (Investment Operations Certificate) qualification
  • Appropriate CPD
Beneficial Qualifications:
  • IMC
  • Further CPD evidence
Essential Experience:
  • Technically knowledgeable in all areas of the business and the products and services we provide
  • Experience of relationship management with Sponsors and IMs
Beneficial Qualifications:
  • Operational experience with process and detailed knowledge of TA, Fund Admin and Middle Office
Personal Qualities:
  • Comfortable communicating with stakeholders at all levels, both internally and externally
  • Ability to function as part of a team
  • Ability to work under pressure to meet deadlines
  • Positive attitude
  • Ability to be flexible and learn quickly
  • Ability to make a positive contribution to both the team and the Company
  • Interest in financial services
Other informationBenefits:
  • Competitive salary with annual salary reviews
  • 25 days annual leave plus statutory bank holidays with the ability to buy / sell up to 5
  • 9% non-contributory pension
  • Annual discretionary bonus scheme
  • Private Healthcare Scheme with optical care and dental care
  • Death in Service at 5 x annual salary
  • 35 hour working week
  • Training for IOC and other relevant qualifications
  • Exam completion bonus £500 (IOC)
  • Study leave
  • Cycle 2 work scheme
  • Eye test reimbursement
  • Your birthday off
  • 13 weeks fully paid maternity leave
  • 2 weeks fully paid paternity leave
Marlborough Group are committed to creating and sustaining a diverse and inclusive working environment for all our team. Our aim is to ensure that everyone is equally valued and respected and working in an environment where individual differences are celebrated.Attachments

Marlborough Group