Client Service Manager

2 weeks ago

Sydney, Australia Barings LLC Full time

Client Service Manager

At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our clients.

We thank you for your interest in joining the Barings team, and invite you to explore our current employment opportunities.

Barings is a leading global financial services firm dedicated to meeting the evolving investment and capital needs of our clients and customers. Through active asset management and direct origination, we provide innovative solutions and access to differentiated opportunities across public and private capital markets. A subsidiary of MassMutual, Barings maintains a strong global presence with business and investment professionals located across North America, Europe, and Asia Pacific.

**Job Summary**

The main purpose of this role is to be responsible for the successful resolution of day-to-day administrative and operational client queries, acting as the key daily contact point for designated clients in Australia.

This will require commitment and accountability for the success of regular client interactions, as well as responsiveness and strong communication with each client and the sales/ relationship manager. It will also require effective liaison with business partners across Barings, to leverage expertise and meet client expectations and deadlines.

Additionally, the role will include onboarding and transition tasks, being the client point of contact and liaising with the global onboarding and transition teams and other groups within Barings to successfully onboard new clients and complete transitions activities typical to the client lifecycle.

**Primary Responsibilities**

**Client Service**
- Work closely with sales/ relationship managers to deliver excellent end-to-end service for assigned clients, develop and maintain a strong understanding of client portfolios and service levels.
- Manage, coordinate and respond to incoming client queries, work collaboratively with internal business partners including sales, CPM, product management, client reporting, onboarding, investor relations, legal, compliance, data, technology and operations as needed to resolve queries and issues.
- Ensure all responses to client queries and requests for information are clear, accurate, comprehensive and timely.
- Deliver client communications on regular and key events, working with internal business partners including sales, CPM, product management, marketing, communications, legal and compliance to agree messaging and timing. Examples include: Client reporting, non-investment personnel changes, organisation changes/ developments, webinar invitations and shareholder notices.
- Attend client meetings and conference calls when required, coordinating the agenda and materials when agreed with sales/ investment partners. Coordinate prepare and host client operational due diligence meetings.
- Ensure systems such as Client 360 and Salesforce are updated with all relevant client data, information and interaction, alongside proactive communication with sales/ relationship team on issues, opportunities and developments. Maintain accurate client distribution lists.
- Oversee client service levels - coordinate initial assessment, monitor on an ongoing basis through Client 360 database, utilise agreed demand management process for additional servicing requests and escalate issues related to changes in client service levels.
- Distribute client reporting to agreed timings and using appropriate suite of reports. Ensure demand management process is followed for all new or enhanced reporting requests.
- Provide client service coverage for Barings' client base as needed to support colleagues in the Client Service Group.

**Onboarding/ Transitions**
- Act as primary client contact and project manager for onboarding new clients (retail or SMA), new funds, new distributors and existing clients onboarding new mandates. Similarly act as lead coordinator for implementation of change management events on existing funds and segregated accounts.
- Coordinate and communicate across internal business partners including sales, CPM, product management, client reporting, legal, compliance, and operations as needed to ensure exceptional client experience, smooth process and resolution of any issues. Coordinate contract negotiations and investment guideline decisions.
- Work with Barings transfer agents and custodians to ensure all AML/KYC processes are followed and clients' accounts opened on a timely basis and, in association with operations teams, ensure the timely and accurate set up of cash / securities custody accounts for Barings' segregated clients and in-house funds.
- Actively contributing to the evolution of transition and onboarding processes as ap

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