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Client Service Manager
2 months ago
We are seeking a highly skilled Client Service Manager to join our team at Barings, a leading global financial services firm. As a Client Service Manager, you will be responsible for delivering exceptional client service and support to our clients in Australia.
Key Responsibilities- Client Service
- Work closely with sales and 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, 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, product management, marketing, communications, legal and compliance to agree messaging and timing.
- Attend client meetings and conference calls when required, coordinating the agenda and materials when agreed with sales and investment partners.
- Ensure systems such as Client 360 and Salesforce are updated with all relevant client data, information and interaction, alongside proactive communication with sales and relationship team on issues, opportunities and developments.
- 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.
- Onboarding/ Transitions
- Act as primary client contact and project manager for onboarding new clients, new funds, new distributors and existing clients onboarding new mandates.
- Coordinate and communicate across internal business partners including sales, product management, client reporting, legal, compliance, and operations as needed to ensure exceptional client experience, smooth process and resolution of any issues.
- Work with Barings transfer agents and custodians to ensure all AML/KYC processes are followed and clients' accounts opened on a timely basis.
- Actively contributing to the evolution of transition and onboarding processes as approaches, business lines and geographies are aligned and a global approach adopted.
- Strategic Projects
- Contribute proactively to plans and projects to improve client experience and engagement.
- 4-5 years of experience in a previous Client Service role within Asset Management.
- Experience of providing excellent client service to clients in Australia.
- Educated to Bachelor degree level.
- Good understanding of investment products and concepts.
- Strong interpersonal, written and verbal communication skills.
- Ability to work in a deadline driven environment and complete tasks that have high visibility.
- Demonstrated initiative in problem solving and successful project management.
- Experience in client onboarding, project management or a transitions implementation role.
- Effective collaborator with an ability to work with multiple teams, clients, and investment professionals.
- A desire to make an impact as part of a client facing function and a fast-paced and collaborative team environment.
- Experience with Salesforce CRM advantageous but not essential.
