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Client Service Manager

Schroders Investment Management
Luxembourg
Mise en ligne il y a environ 14 heures CDI Competitive
Client Service Manager
Client Service Manager

Who we're looking for
We are looking for someone who will integrate in a well-established team and, while working independently on a market, who is a team player and who will support and assist the Rest of the World Pooled Fund clients service team (USA, Canada, Latin America, UK, South Africa, APAC, Oceania and Global Financial Clients) to run the daily activities.
You're skilled in the mutual funds industry with an appetite for private assets products and any other products and vehicles.

About Schroders
We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.
We have around 5,000 people on six continents. And we've been around for over 200 years, but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper.

Overview of the Role:
The Client Service Manager (CSM) is responsible for:
  • Ensuring all clients receive an excellent and consistent level of service;
  • Promoting the complete range of services provided by Schroder Investment Management Europe ("SIM EU");
  • Identifying new service requirements and anticipating clients' needs;
  • Being the first point of contact for the Schroders Sales offices worldwide regarding new business, existing client relationships and any queries related to SIM EU;
  • Handholding and facilitating the client on-boarding process for SIM EU fund ranges & products;
  • Monitoring the client lifecycle and strengthening the relationship in close collaboration with the Sales Office and with the internal stakeholder.

What you'll do

  • Serve and support the clients of the markets allocated, cover all business streams and act as the interface between SIM EU and internal/external clients on any queries and client-related processes for SIM EU funds by ensuring appropriate actions are taken;
  • Understand the client's local market & regulatory requirements thanks to regular contact with the Schroders Sales' teams which enables you to support suitable solutions for SIM EU products implementation;
  • Know the top tier clients of the market(s) allocated and adapt/prioritize the support given accordingly;
  • Be responsible for the client on-boarding process for SIM EU products for the dedicated clients and, working closely with the AML/KYC team, ensure that all the relevant due diligence documentation is obtained, analyse the business related due diligence aspects and complete the client business form accordingly;
  • Manage client concerns and official complaints swiftly in line with internal procedures, proactively provide conflict resolution and ensure client satisfaction;
  • Develop and maintain long-term relationships with existing clients, support client requirements in relation to products, inform them on new regulations and specific or new market requirements;
  • Arrange monthly calls with the Sales Office to understand their local market requirements and support them in their initiatives by arranging suitable solutions;
  • Review services and processes on a regular basis (incl. procedures and working instructions), assess gap analysis against market practice and the local industry with the mind-set of offering the highest standard of service;
  • Ensure that agreements for the clients are regularly reviewed, risk client profile reassessed in line with any changes, the contact information is regularly maintained and updated into the various systems;
  • Responsible for ensuring approval of non standard financial terms and communication with Finance rebate in respect of rebate accruals;
  • Support Monitoring and Oversight team in the exception management analysis (e.g. cross border distribution, target market, distributors MIs and RASC);
  • Ensure usage and update of tools (e.g. local CQM mailbox, PEGA, LAM, SalesForce, etc...);
  • Attend the Schroder Distribution Committee as required to present new business opportunities for Medium and High risk clients;
  • Participate in SIM EU or Schroders group projects and initiatives as required;
  • Continuously embrace opportunities to enhance knowledge by participating in conferences, workshops and trainings, keep up to speed with industry changes and new practices, maintain a good overview of the company's processes and new initiatives;
  • Ensure the service level is of the highest standard by performing tasks in line with internal procedures and policies agreed upon by the relevant counterparties.

The knowledge, experience and qualifications you need
  • A confirmed experience in a similar position
  • Fluency in English (verbal and written) is mandatory
  • Exceptional written and verbal communications skills
  • Customer focused with commitment to providing exceptional client service
  • Knowledge of the Microsoft Office applications, in particular Excel, Word and Power Point
  • High standards of professionalism

The knowledge, experience and qualifications that will help
  • Knowledge in the mutual fund industry
  • Fluency in any other language(s)
  • Excellent organisational skills and capability to work independently, under pressure and with commitment to deliver under tight deadlines
  • Ability to take decisions / initiatives and to be responsible for the consequences
  • Forward-thinking, innovative and proactive
  • Self-educating, curious and pragmatic
  • Networking skills
  • Mediation and conflict resolution mind-set

What you'll be like

  • Reliable - abide by accountability for your responsibilities on a timely and accurate manner
  • Energetic - proactive and flexible work attitude alongside passion for managing and driving performance in others
  • Results-driven and process-focussed - motivated by achieving results and delivery
  • Diligent - reliable with excellent follow through and follow-up skills
  • Open - ability to adapt to changes
  • Time management - excellent conflict resolution and time management skills including the ability to maintain composure, diffuse challenging situations and comply with set deadlines
  • Collaborative - team driven, with an ability to influence and change the thinking of others
  • Relationship building - able to build strong relationships both internally and externally
  • Client focused - Strong client service mindset
  • Able to challenge yourself and others constructively
  • You are driven, collaborative, flexible and clients come first.

We're looking for the best, whoever they are
Schroders is an equal opportunities employer. You're welcome here whatever your sex, marital status, ethnic origin, sexual orientation, religious belief or age.




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