Client Service Manager

Client Service Manager 

Who we’re looking for

We are looking for a Client Service Manager (CSM) to join our Client Service team in Luxembourg. You will be part of a team that will be responsible for providing client service support to specific markets within the Client Group (e.g. onboarding, agreement management and rebates management).  

As a CSM within the team, you will be responsible for the delivery of a range of tasks for specific markets across the globe, ensuring under the supervision of your manager, that these are executed accurately and in a timely and professional manner. You will be required to engage with a number of different teams within Schroders to be able to deliver these day-to-day activities.  

You will work as part of a team, whilst being able to reach a level of autonomy in carrying out your tasks for the markets you support.  You will ensure a focus is maintained on client service excellence when delivering on your-day-to day activities and be open to change and challenge processes to ensure continuous development and improvement.

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 over 6,000 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.

What you’ll do 

Client On-boarding & Off-boarding

• Be responsible for the overall coordination and completion of all client onboarding & offboarding activities for the specific German speaking markets allocated to you for Schroders’ funds globally. 
• Liaise with the local Sales teams to agree on the correct agreement type to be put in place and the rebate terms to be applied, ensuring the request for the new agreement is provided through Salesforce.
• Coordinate with the local Sales and Client Service teams to have them follow up with the client for any onboarding requirements, including the follow up for client specific due diligence.
• Set up, or offboard, the client in all relevant systems, e.g. Salesforce, Acolin, PEGA Intermediary.
• Coordinate with Sales, where the client wants to invest in a restricted access share class, to ensure that the relevant agreement or product approval has been completed, and ensure the client’s account details are added to the RASC tracker.
• Keep Client Executives/Sales updated on progress and escalate any issues for their follow up.
• Own the coordination and completion of the agreement process for onboarding and offboarding of clients falling under the markets you are responsible.
• Arrange for the execution of the agreement by the relevant authorised signatories within Schroders once the agreement has been finalised and provide the final agreement for signature to the local Client Executives for follow up with their client.
• Archive all documentation related to the on-boarding/off-boarding processes once these have been completed, including the signed agreement within the relevant storage system.

Agreement Maintenance

• Own the coordination and completion of any agreement amendments for all the clients falling under the markets allocated to you e.g. Addendums, NDAs.
• Ensure the most up to date agreement templates are used when onboarding or updating agreements and that the agreement request is progressed to completion through PEGA Intermediary. 
• Follow the repapering of client agreements for your markets for all Schroders’ funds globally until completion, ensuring that the necessary chasing and follow up with the client is progressed with the local Sales and/or Client Executive for your markets.
• Liaise with Legal for review of client specific templates, or comments received from clients on the agreement templates.
• Own, where appropriate within your markets, the coordination and management of agreements with the platforms on a global basis.  
• Update systems, e.g. Salesforce, Acolin, PEGA to reflect all agreements in place with the clients and their status.
• Ensure all agreement changes, once completed, are archived in the relevant storage system.

Rebates and Billing

• Ensure rebate terms are confirmed by the Sales team before proceeding to execute the agreements.
• Coordinate with Sales to receive up front the required approval from Client Group Senior Management where non-standard terms are to be reflected in client agreements.    
• Communicate through PEGA Intermediary to Finance Rebate Operations the activation of new agreements and rebate terms.
• Ensure the Agent UI tool is reviewed and updated on a weekly basis to ensure timely information is provided on the linkage of agreements related to your markets.
• Review changes in payment details and carry out, as appropriate, the required call back process with clients.
• Update the rebate accruals log to ensure Finance Rebate Operations have visibility on any rebate accrual requirements for agreements not yet signed.

Errors & Omission/Complaint Resolution

• Coordinate with internal teams within Schroders for resolution of issues arising from errors and omissions. impacting the clients falling under your allocated markets.
• Provide required information to Sales/Client Executives for communication to clients, e.g. NAV errors.
• Manage client concerns and official complaints swiftly in line with internal procedures, proactively provide conflict resolution and ensure client satisfaction.
• Arrange calls/meetings to discuss lessons learned from issues raised and to suggest process improvements.
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Query Management

• Be responsible for managing the client service mailboxes for the markets which you look after, ensuring all queries are treated and directed as required to the appropriate teams and followed to resolution.  For queries from clients, liaise with your Sales/Client Executive to ensure comprehensive answers are provided to be able to respond to their clients.
• Own and respond to any queries related to the specific activities falling under your scope in a comprehensive and timely manner.

Other responsibilities

• Manage own workload on a day to day basis according to deadlines.
• Ensure department controls and procedures are followed honestly and effectively, taking steps to raise any problems to management before they become a risk. 
• Carry out activities with a continual continuous improvement mindset to challenge processes to ensure they are effective. 
• Collaborate with others to help build a positive and supportive working environment. 
• Arrange monthly calls with the Sales/Client Service teams in the markets you are responsible for to update them on the status of new onboardings, agreement changes etc.
• Support the Management Committee Oversight team in the exception management analysis (e.g. cross border distribution, target market, distributors MIs and RASC) and coordinate with local teams any outreach required to clients. 

What you’ll be like

·         Strong interpersonal and communication skills to facilitate liaison with key stakeholders and external parties.

·         Able to plan, organise and prioritise to ensure own deadlines are met.

·         Knowledge of financial services is beneficial, including a good understanding of investment funds.

·         Team player who contributes to overall team effectiveness

·         Be open to feedback, receptive to change, able to challenge status quo and continually look out for self-improvement opportunities.

·         Good Microsoft office skills, including Excel 

·         Forward-thinking, innovative and proactive

·         Self-educating, curious and pragmatic

·         Fluency in English and German are required and other languages, such as French, Italian, Spanish or Polish would be an advantage.

We recognise potential, whoever you are

Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics