Client Relationship Manager

2 weeks ago

Sydney, New South Wales, Australia Barings Full time

Job Description:

Barings is a leading global financial services firm dedicated to meeting the evolving investment and capital needs of our clients. As a Client Service Manager, you will be responsible for delivering exceptional client service, ensuring seamless communication, and fostering strong relationships with our clients.

Main Responsibilities:

  1. 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.
  2. Manage, coordinate, and respond to incoming client queries, working 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.
  3. Ensure all responses to client queries and requests for information are clear, accurate, comprehensive, and timely.
  4. 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 on messaging and timing.
  5. Attend client meetings and conference calls when required, coordinating the agenda and materials with sales and investment partners, and coordinate, prepare, and host client operational due diligence meetings.
  6. 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 teams on issues, opportunities, and developments.
  7. Oversee client service levels, coordinating initial assessment, monitoring on an ongoing basis through the Client 360 database, utilizing the agreed demand management process for additional servicing requests, and escalating issues related to changes in client service levels.
  8. Distribute client reporting to agreed timings and using the appropriate suite of reports, ensuring the demand management process is followed for all new or enhanced reporting requests.
  9. Provide client service coverage for Barings' client base as needed to support colleagues in the Client Service Group.

Onboarding/Transitions:

  1. Act as the primary client contact and project manager for onboarding new clients, new funds, new distributors, and existing clients onboarding new mandates, as well as leading coordinator for implementing change management events on existing funds and segregated accounts.
  2. Coordinate and communicate across internal business partners, including sales, CPM, product management, client reporting, legal, compliance, and operations, as needed, to ensure an exceptional client experience, smooth process, and resolution of any issues, and coordinate contract negotiations and investment guideline decisions.
  3. Work with Barings transfer agents and custodians to ensure all AML/KYC processes are followed, and clients' accounts are opened on a timely basis, and, in association with operations teams, ensure the timely and accurate setup of cash/securities custody accounts for Barings' segregated clients and in-house funds.
  4. Actively contribute to the evolution of transition and onboarding processes as approaches, business lines, and geographies are aligned, and a global approach is adopted.

Qualifications:

  • 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 with 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, collaborative team environment.
  • Experience with Salesforce CRM advantageous but not essential.

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