APAC Client Services Analyst

At M&G our vision is: to become the best loved and most successful savings and investment business and we're looking for people who are excited about joining us on our journey. We're digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we're looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

What you can expect from us:
We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:

• Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
• Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
• Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
• Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best

How do we support our employees:
All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.

The Role:

Client Services Manager

In this role, the Client Services Manager has multiple interactions with clients, internal stakeholders, and third party providers, and is essential in contributing to the growth and retention of client assets. Working with your client service colleagues and alongside the Distribution and Front Office teams you will gain in-depth understanding of client requirements to become their trusted long-term partner. The role involves providing support on both a proactive and reactive basis, prompting where possible and responding to client and prospect requests, as well as progressing client on-boarding, including account opening, queries and invoicing. The role sits within Global Client Services Delivery, part of COO Asset Management.

The Global Client Services Delivery team is a core function of the business linking key communication and processes between sales areas with fund management, risk, legal and compliance, reporting and operational departments. Our role is e nsure a more consistent standard of service delivery to all our clients across the globe whilst continuing to meet the unique requirements of each sales channel and region. We also represent the interests and expectations of our clients across the channels as we continue to review our approach to ensure we are structured in a way that enables excellent client engagement, service and satisfaction from M&G.

Key Responsibilities for this role:

• Assisting clients through the client onboarding process, including agreements, KYC and AML, acting as a central liaison point between the clients and our third party administrators
• Acting as a regular contact point for client queries, ensuring they are answered timely and accurately
• Ensuring client reporting requirements are accurately interpreted and communicated internally to manage client expectations
• Being a SME for operational processes into Front Office and Distribution
• Contributing to the production of M.I data for management
• Facilitating client subscriptions and redemptions via the appropriate teams
• Continuously looking to identify opportunities and s haring of best practices to improve service to clients or streamline processes
• Representing the team in various forums
• Providing guidance on client related matters and working with Project Teams to assist with events such as new fund launches
• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G's operational risk.
• Awareness of internal Policies and risks that apply to the role and controls relating to them
• Adherence to all controls applicable to the role, ensuring they are carried out appropriately and relevant Procedure documentation is followed and updated, escalating errors and risks as appropriate.

Key Knowledge, Skills & Experience:

• Japanese language skills preferred
• Understanding of Asian culture, knowledge on Asian market practices and experience with handling Asian based clients would be essential.
• Industry experience ideally in a similar role dealing with internal and external clients,
• Systems: Salesforce, Aladdin
• Knowledge on Fund Accounting principles / practice, and experience on working with Fund Administrator / Transfer Agent function or service provider would be additional advantage.
• Proactive mindset and engaging approach when dealing with clients as well as internal stakeholders.
• An interest in or basic understanding of investment vehicle structures and the investment lifecycle.
• Organised and able to prioritise appropriately
• Good communication with the ability to liaise effectively with people at all levels
• Highly motivated, resilient and driven individual who is able to work effectively under pressure and to tight deadlines
• High level of accuracy, and attention to detail

We live by four behaviours at M&G and we ask all our employees to:

• Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
• Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
• Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
• Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things