Client Relationship Manager

State Street UK
London, United Kingdom
11 Oct 2018
14 Nov 2018
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
As a Client Relationship Manager within SSGA's Global Institutional Group, your role is to ensure our clients receive exceptional client service across the full lifecycle of their experience with SSGA. You are responsible for managing your own book of client relationships in partnership with an Account Executive, and anticipating, understanding and addressing your clients' needs on a day-to-day basis. You must also build strong relationships across the broader sales, operations, legal, compliance and other internal teams critical to the end-to-end client lifecycle, from initial contact, to on-boarding to (hopefully infrequent) off-boarding.

Responsibilities & Actions:
1. Contribute to client satisfaction and retention via best-in-class client service capability and activity, including creating and maintaining a network across client touch points at SSGA and State Street (incl. investments, operations, finance, legal and compliance teams)
2. Provide and/or coordinate appropriate representation at client meetings, due diligence visits, portfolio reviews, etc.
3. Build and maintain a collaborative relationship with internal partners to deliver a consistent, scalable and controllable service model
a. Support seamless and error-free interactions with clients, including onboarding/change events, specifically focused on the highest level of service for Platinum and Executive clients
b. Take accountability and ownership, making sure all relevant information is communicated and understood by impacted internal teams
c. Facilitate a feedback mechanism to ensure we are continually improving our internal processes and striving for excellence in all we do for clients
4. Act with urgency, making sure any client issues are appropriately escalated (including data disclosure, privacy and any issues that could result in a negative impact)
5. Help support new business goals, specifically supporting client account plans and Focus Strategies
6. Maintain visibility with clients, including proactively reaching out a least once per month, as appropriate, to Platinum clients, and actively solicit client feedback on how SSGA can improve the client's experience
7. Prioritize activities across business lines and stakeholders to ensure client deadlines are met and internal resources are leveraged appropriately
8. As the first line of contact with clients, ensure the firm's anti-money laundering and know-your-customer policies (AML/KYC) are properly adhered to at on-boarding and throughout the relationship lifecycle
9. Develop and maintain a strong local market industry knowledge, including competitors' business models, activities, etc.
10. Attend and engage in available learning opportunities

1. Develop and maintain a comprehensive and thorough understanding of each assigned client, including: their objectives, challenges, current and future needs, and decision-making process
2. Bring the best of the firm (SSGA and State Street overall) to the client. You should be the client's conduit into SSGA and, in partnership with the Account Executive, the subject matter expert on the client for the rest of the firm. Act as the client's advocate, deepening SSGA's understanding of your clients to enable SSGA to tailor solutions that address their needs.
3. Take ownership of the client experience and ensure client expectations are understood and met
4. Provide the highest level of client service to help achieve client retention goals and build mutually valuable relationships with clients that meets the clients' needs while also aligning with SSGA's long-term revenue and profitability goals
5. Listen to the client; be proactive and responsive to their needs, crafting partnership arrangements that add value beyond a specific product/strategy
6. Partner with Account Executives to facilitate collaboration and coordination designed to ensure a superior and seamless end-to-end client experience
7. Build strong partnerships with key internal stakeholders
8. Identify and manage risks with potential reputational and/or financial impact to SSGA, including by socializing complex deals with stakeholders during the sales process, self-identifying potential control gaps or risks within ICG, and adherence to global compliance requirements.

  • A degree in a related discipline and an investment qualification (IMC full, CFA preferred)
  • Experience of client relationship management role/dealing with clients
  • Experience of client onboarding, restructuring and ongoing client management
  • Experience with Institutional pensions (DB and DC) clientsProfessional Profile:
  • Has a good understanding of the asset management structure and various departments having worked at an asset/investment management firm with institutional and Pension fund clients
  • A good understanding of all major asset classes, and of different pooled and segregated investment structures
  • knowledge of the UK institutional fund management industry and the relevant legal structures and regulatory requirements
  • Good knowledge on all MS Office productsPersonal Profile:
  • Outstanding communication, organisational and coordination skills
  • Client Management and strong stakeholder management
  • Strong interpersonal skills: open-minded, highly accurate with good attention to detail, deadline driven, good listener and pro-active
  • Strong control / risk mitigation mentality with the judgment to escalate when necessary
  • Team player with ability to work independently, self-starter, self-managed and flexible
  • Ability to multi-task and calm under pressure
  • Confident dealing with senior members of the organisation/the client with the ability to influence and persuade

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