社名非公開 | Senior Client Service Manager (Japan desk in London)

企業名

非公開

年収イメージ

1800万円〜2300万円（経験・能力を考慮の上当社規定により決定）

仕事内容

Key Work Level Accountabilities: Manager or Expert

 For people managers, accountable for managing and motivating others to ensure quality of delivery to customers and stakeholders

 For technical specialists, accountable for delivering expert advice or service, using specialist knowledge and subject matter expertise

 Applies judgement to deliver outcomes, evaluating a range of potential solutions, considering the impact for customers, cost and risk

 Manages conflicts that may impact delivery

 Challenges upwards given knowledge of delivery and awareness of complex systems and the broader picture

 Identifies and anticipates need for changes to continuously improve quality and efficiency of output

 Manages resources and risks using expert judgment, know-how and experience

Key Responsibilities for this role:

 Working closely with APAC distribution team to ensure seamless coverage, and aligning the service offering to the global client service experience whilst remaining sensitive to local market needs. Typical client service activities include:

o Assist with onboarding of clients / new business and operational due diligence, building an understanding the client and their requirements

o Liaise with TAs and custodians to assist clients, facilitation and escalation – e.g. account set up for pooled fund clients

o Undertake client set up and change activities, coordinating with relevant stakeholders and aligning to the service catalogue, being the advocate for the client

o Co-ordinate regular reporting requirements, including regulatory report requests (e.g. audit, regulatory requests)

o Co-ordinate and handle client queries and requests

o Resolve client issues (e.g. handholding on a settlement) and complaints

o Undertake event-driven communications, e.g. pricing errors, breaches

o Communicate with clients on day-to-day matters, ensuring delivery of the required services

o Support other parts of the Client Service Delivery team or Sales teams (e.g. liaising on contractual matters, providing cover)

o Work closely with key stakeholders to support relationships – e.g. attendance at client meetings, liaising with fund managers and fund manager assistants and custodians

o Collaborate with local client-facing teams in Sales and Investment to ensure a seamless and excellent client service experience

 Ensure you fully adopt global Client Service Delivery processes and supporting systems for an efficient, consistent and high quality client service experience

 Ensure all client servicing systems (e.g. Service Catalogue, Onboarding, Query Management) are used correctly by the team and kept up-to-date to maintain visibility of service standards and trends and to share visibility of client interactions with other client-facing teams

 Work with the Client Service Enablement team to ensure consistent, high quality service delivery in line with standards

 Raise new or emerging requirements with Client Service Enablement team to review in line with the service catalogue or specific capabilities

 Collaborate with other sales colleagues and Global Client Service Delivery team management to share ideas and support client activities between regions where required

 Work closely with key stakeholders in region, in particular country heads and heads of channel to support the overall client engagement lifecycle, including the sales process

 Work collaboratively with local Sales Support to ensure there is no duplication of work or inconsistent client messaging

 Manage the relationships of our UK-based APAC clients, and supporting new business opportunities.

 Coordination and hosting of APAC client meetings in London office.

 Acting as a regular contact point for client queries where necessary, ensuring they are answered timely and accurately, in coordination of APAC Distribution team

必要スキル

Key Knowledge, Skills & Experience:

Stakeholder Management – internal and external

 Ability to manage expectations and provide updates to stakeholders, both internal and external

 Ability to communicate clearly in both written and verbal form, and build good working relationships with teams, colleagues and suppliers.

Client and customers at the heart of what we do

 Ensuring that client service is putting the customer at the heart of everything that we do, demonstrating an in-depth understanding of client requirements and needs. Accountability, ownership and responsibility for doing the right thing

 Taking responsibility and ownership for tasks, activities and outcomes to align with the service catalogue

and standards. Collaborating with other teams (internal and external) to deliver the right outcome for clients and the company

Driving positive change

 Identifying and championing change, embracing change and driving innovation forward. This includes working with challenging colleagues and teams to be open to new ideas, ensuring that the right things are done in the right place, by the right people.

Technical Knowledge

 Demonstrates detailed knowledge relevant to the role, this can include product, market knowledge or foreign language capabilities where required. May also include process knowledge, ability to navigate the organisation.

 At least 5-10 years industry experience ideally in a similar role dealing with internal and external clients,

 Fluency in Japanese language will be an advantage, strong understanding of Asian/Japanese culture, knowledge on Asian/Japanese market practices and experience with handling APAC based clients would be essential.

勤務地

海外