Client Service Manager

About Columbia Threadneedle Investments

You'll find the promise we make to our clients is the same one we make to our employees: Your success is our priority.

Here, you'll find growth and career opportunities across all our businesses. We're intentionally built to help you succeed. Our reach is expansive with a global team of 2,000 people working together. Our expertise is diverse with more than 450 investment professionals sharing global perspectives across all major asset classes and markets. Our clients have access to a broad array of investment strategies and we have the capability to create bespoke solutions matched to clients' specific requirements.

Columbia Threadneedle is a people business and we recognise that our success is due to our talented people, who bring diversity of thought, complementary skills and capabilities. We are committed to providing an inclusive workplace that supports the diversity of our employees and reflects our broader communities and client-base. We welcome applications from returners to the industry.

We appreciate that work-life balance is an important factor for many when considering their next move so please discuss any flexible working requirements directly with your recruiter.

Job Purpose Statement

Where you'll fit in & what our team goals are....

As the Client Service Manager, you will report into the UK/EMEA Regional Manager and be responsible for partnering with the Relationship Management team to ensure the team delivers excellent service to our clients.

Role Responsibilities

How you'll spend your time ....

• Delivering excellent service to existing Insurance clients in line with the client's IMA, SLA and Columbia Threadneedle standards including:
• Working with Insurance Sales / Relationship and Consultant teams to manage and exceed client expectations, providing the first point of contact for resolution of client/consultant queries, requests and instructions.
• Own response to service elements of RFPs, pitches & DD
• Proactive client communication to discuss service standards and future requirements, building professional and positive relationships with clients
• Identify potential service complexities and work with internal teams to determine reasonable solutions
• Coordinating improvements and changes to IMA/SLA
• Maintaining excellent working relationships with all vital team members within the business
• Supervising the compliance monitoring and breach reporting to clients
• Reviewing service standards with service providers in line with client requirements
• Coordinating and leading client relationship due diligence sessions
• Ensuring client reporting and deliverables requirements are met including deadline management and quality control and coordination of improvements and changes to reports
• Identify client impact due to regulatory/industry change and commission vital response.
• Working closely with the Client Contracting team, ensuring successful and controlled project management of new business.
• Own the event with the client.
• Agree service commitments with client and internally and ensure all are collected appropriately in client agreements.
• Support client through vital documentation/due diligence (AML/KYC)

Key Capabilities

To be successful in this role you will have ....

• Institutional Client Service experience
• Good investment management experience including solid understanding of fund management, financial instruments, administration processes, performance analysis and reporting
• Should be a structured individual with strong workflow management and project management skills
• Strong ability to work with others both in the team and across the business to achieve effective solutions and decisions.
• Excellent listening skills and assertive, conscientious approach to dealing with stakeholders within the business.
• Good self-organisational and time management skills; ability to work under pressure to short deadlines
• Drive and passion demonstrated through strive to achieve an outstanding service management function.
• Ability to make clear decisions and exercise good judgement; demonstrable problem solving, specifically around data and process

Desired Capabilities

If you also had this, it would be great ....

• Investment Management Certificate (or equivalent) preferred
• Experience of working with Insurance clients preferred