Associate - Client Management

Job Purpose Statement

Where youll fit in & what our team goals are
You will be a part of the EMEA Client Management team and work with other internal teams to ensure client-driven activities, processes and outcomes result in an excellent service and experience for our clients.

Role Responsibilities

How youll spend your time

You will own specified client-driven activities, processes and outcomes owned by this team, always with reference to each clients Agreements and Columbia Threadneedle standards.

The majority of your time will be spent completing defined activities arising from client queries or periodic/ad-hoc events, leveraging defined guidelines, training materials and operating procedures. In addition, you will be expected to identify opportunities to improve these processes and work with internal teams to deliver these improvements.

Your responsibilities will include many or all of the following areas:

Onboarding, Implementation and Change

• Working with internal teams and Transfer Agents to enable clients to invest in our funds, including agent set-up, authority to deal and rebate terms
• Set up clients to receive relevant service deliverables such as periodic reporting and marketing materials
• Assist Client Managers in clarifying client needs, mapping to our service standards, surfacing complexities and identifying solutions for bespoke requirements
• Own processes related to defined client changes, such as a direct distributor moving to a sub-distributor relationship via a platform

Ongoing Client Management

• Resolve day-to-day client and Transfer Agent queries either directly or via the relevant Client Manager(s)
• Ensure client cash flows and orders are properly vetted and communicated to the relevant internal teams and/or Transfer Agents for timely and accurate completion
• Manage the timely creation and delivery of information required to satisfy document, data and other similar requests from clients, such as audit, Columbia Threadneedle Investment company due diligence and attestation requests
• Co-ordinate the production, delivery and record keeping in the CRM tool of outbound client communications such as shareholder notices and corporate actions
• Maintain and update Client Management-owned data, processes and records, ensuring accuracy and confidentiality

Projects and other activities

• Assist in the coordination of client projects, including tracking progress, managing timelines, and ensuring deliverables are met
• Provide data analysis and insights as required to support project initiatives, deliver periodic management information and enable continuous improvements
• Identify opportunities to improve processes owned by Client Management, including automation, efficiency, scalability and risk reduction, and work with internal teams to deliver those improvements
• Manage and/or support processes related to Client Management controls and governance, such as vendor risk assessments and quality checks
• Support processes related to client complaints and client-related risk events
• Participate in training programs to continuously improve skills and knowledge related to client management and the industry

Key Capabilities

To be successful in this role you will have

• 1-3 years of experience working in client service/ client onboarding within financial institutions, preferably in asset management
• Bachelors degree in Finance, Business management or equivalent
• Strong verbal and written English language proficiency
• The ability to multi-task in usage of different applications and tools including Salesforce, Excel, Teams, Outlook among others
• Strong analytical and problem-solving skills
• Strong collaborative and team-working skills
• The ability to effectively liaise with stakeholders across the business as required to resolve requests/ issues in a timely manner
• Strong attention to detail, ensuring full record keeping, notification, escalation, tracking and follow up of all incidents
• 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

Desired Capabilities

If you also had this, it would be great

• An understanding of fund management, financial instruments, administration processes, performance analysis and reporting
• Experience of data analysis and insights with complex data sets
• Experience of process improvement and automation