London
Description
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How youll spend your time...
You will own the service experience for existing and new Pooled clients in line with the client's Agreements and Columbia Threadneedle standards. As a Client Manager, we expect you to perform many, or all, of the following responsibilities typically as the lead Client Manager but also in support of other more experienced team members for the UK Wholesale market
Pre-win
- Own response to service elements of Request For Proposals (RFPs), pitches & 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.
Implementation and change
- Engage internal teams as required and own requests and change activities from a client perspective.
- Ensure clear understanding of client service intent internally as this evolves.
- Agree and document service commitments with client & internally.
- Support client through necessary documentation/due diligence requirements (AML/KYC etc) where not covered by the Transfer Agent or other entity.
- Verify that service setup and first deliverables match client expectation.
Ongoing client service
- Manage the day-to-day client service relationship (proactive notifications, issue resolution, etc).
- Be accountable to the client for the resolution of service issues /opportunities and changes.
- Navigate the firm for the client for service matters, engaging appropriate expertise.
- Monitor delivery vs service commitments.
- Identify client impact due to regulatory/industry change and commission necessary response internally.
- Identify and drive client specific & thematic service improvements.
- Conduct periodic service reviews with the client and consult with them to achieve a better service experience.
In addition, we expect you to play an active role in supporting the strategic goals of the Client Management function, such as
- Working with Client Management leadership to identify and migrate activities to the relevant centre of expertise.
- Identifying and driving opportunities for consistency of engagement/service delivery across regions.
- Identifying and driving process efficiencies, simplifying/enhanced controls and designing/providing MI to help us manage our team and client experience more effectively.
- Building internal partnerships across our firm to drive better outcomes for our clients and our partners.
- Contributing strongly to the design and delivery of strategic change across the team.
To be successful in this role you will have...
- Pooled Client Service experience, including experience of the UK Wholesale market.
- Good investment management experience including solid understanding of fund management, financial instruments, administration processes, performance analysis and reporting.
- 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.
If you also had this, it would be great
- Investment Management Certificate (or equivalent) preferred.
About Columbia Threadneedle Investments
Working at Columbia Threadneedle Investments you'll find the promise we make to our clients is the same one we make to our employees Your success is our priority.
Here, you'll find growth and career opportunities across all of our businesses. We're intentionally built to help you succeed. Our reach is expansive with a global team of 2,500 people working together. Our expertise is diverse with more than 650 investment professionals sharing global perspectives across all major asset classes and markets. Our clients have access to a broad array of investment strategies, and we have the capability to create bespoke solutions matched to clients' specific requirements.
Columbia Threadneedle is a people business and we recognise that our success is due to our talented people, who bring diversity of thought, complementary skills and capabilities. We are committed to providing an inclusive workplace that supports the diversity of our employees and reflects our broader communities and client-base.
We appreciate that work-life balance is an important factor for many when considering their next move so please discuss any flexible working requirements directly with your recruiter.
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