Client Servicing Manager, Global Asset Manager

Key Outcomes / Responsibilities

Delivering Excellent Client Service:

• Managing and responding to client queries in a timely and professional manner
• Proactively communicating and interacting with clients, arranging client service review meetings or other face to face meetings as required
• Working with internal teams to resolve any operational issues, highlighting to the client where necessary and escalating any potential risks to the business
• Taking responsibility for any client lifecycle events, including take-on, changes or terminations, working alongside operational teams to ensure a smooth client experience
• Managing changes to client documentation including, for example, amendments to Investment Management Agreements and/or Distribution Agreements
• Overseeing client specific reporting [and invoicing] to ensure these are issued accurately and on time
• Providing feedback/insight gained on client requirements to the wider team to share information and allow identification of common themes and trends

Working Within Required Control Framework:

• Creating and maintaining central client records for regulatory and internal purposes to enable accurate reporting and management information
• Logging client issues/breaches/complaints and maintaining an audit trail of resolution
• Minimizing potential risks to the business by following agreed processes and procedures

Building Relationships:

• Acting as the principal point of contact for clients and their consultants/advisers and strengthening and deepening these working relationships
• Working closely with Client Directors/Relationship Managers to share information and keep them briefed on relevant client activity
• Build and maintain effective working relationships with colleagues in the wider Distribution department to ensure client expectations are being met
• Working collaboratively with colleagues within the Client Service team and across the rest of the organisation including Investment teams, Operations, Legal, Finance and Compliance
• Understanding investment challenges, the impact of regulatory changes and internal operational requirements to ensure informed discussion with clients

Role Specific Skills and Knowledge:

• Good years of institutional or wholesale client relationship management and/or servicing
• Notable experience of client servicing environments within Financial Services
• Solid understanding of investment markets, instruments and economics
• Understanding of segregated and pooled/wholesale account structures and client relationships
• Strong working knowledge of the trade processing lifecycle and systems
• Global mindset and appreciation of operating in various cultures
• Proactive approach to identifying and solving a vast range of problems
• APAC language skills are desirable, in particular spoken and written Korean
• Experience of Salesforce and MS Office applications

Competencies:

• Communication & Influencing - ability to communicate clearly and effectively whether verbally or in writing.
• Problem solving - able to understand client requirements/problems, identify potential risks involved and the necessary steps for resolution.
• Client focus -maintains focus on understanding the client and their needs and exceeding their expectations.
• Teamwork - co-operates and collaborates with colleagues across the business. Provides support and help to other members of the Client Service team.
• Information gathering - knows where to get relevant information and will use all available sources, including those that may be less obvious.
• Attention to detail - takes thorough approach. Checks work and strives for 100% accuracy.
• Planning & organising - able to work independently to schedule daily work and does not rely on others to priorities activities.
• Preference for Action - self-motivated and takes the initiative without needing to be asked.
• Responsibility - demonstrates strong work ethic. Looks for opportunities to create value.
• Tenacity - copes well with high volumes of work and thrives in a fast-paced work environment.

Singapore Employment Agency Licence No: 16S8069

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