Client Services Manager

at  MFS Investment Management

At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters - to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.

THE ROLE

The Client Service Manager directs and performs new account on-boarding and client service functions for a dedicated group of Institutional and Wholesale/ Platforms (if applicable) clients, by developing relationships and providing value added services. Works together with the Relationship Manager and other areas of MFS to service clients and ensure strong team communication on relevant matters. Takes the lead as the client’s liaison for administrative and operational matters. Responsible for initiating, developing, and maintaining organizational structure/systems/processes to ensure that client needs are met on a consistent, accurate and timely fashion and in compliance with relevant MFS policies.
A key member of the MFS Relationship Team for a dedicated group of sophisticated Institutional, Wholesale clients and prospects including Defined Benefit and Defined Contribution Plans, Public Plans, Endowments/Foundations, Sovereign Wealth, Insurance, and certain Sub-Advisory plans investing in a variety of equity, fixed income and multi asset products in separate accounts and pooled vehicles.

WHAT YOU WILL DO

Partners with the Sales and Relationship Management Team during the on-boarding of new accounts and is a key point of contact for clients and internal business partners during these complex, highly visible transitions.

• Responsible for coordinating both the internal and external review and negotiation of contracts and investment guidelines, operational and regulatory documentation, and funding activity (excluding operational set ups with custodians and other client appointed third parties).
• Works with the Product Management and Investment Teams to identify and resolve any guideline issues with the client.
• Partners with the Global Transition Team to ensure operational aspects of the transition are communicated and resolved.
• Engages with client to understand unique reporting or operational requirements and work with relevant MFS internal business partners to identify areas of customization for further discussion, ultimately being responsible for ensuring that the client’s reporting needs are met.
• Ensures timely, clear and concise communication of client and prospect information to ensure MFS can meet their unique requirements. Documents all new requirements and procedures within the department protocol and escalates areas of concern.
• Responsible for updating the Client Relationship Management system (CRM) once business has been won, presenting upcoming transactions at meetings and managing all feedback received. Key contributor during post-funding discussions to identify improvement opportunities.

Partners with the Relationship Manager to service existing clients and on-boarding of new accounts as it

• Works directly with clients and other MFS departments regarding: cash flow notification, portfolio rebalancing, in-kind transition coordination, reporting requirements (e.g. performance, account transactions, and market/attribution commentary), compliance reporting and certifications, contract amendments, guideline changes, directed brokerage requests, compliance matters, due diligence, and operational details.
• Project manages any changes or updates to client investment guidelines initiated by the client; working with Product Management and Institutional Portfolio Managers (IPM’s) and Compliance to implement. Project manages the communication and implementation of MFS driven changes or enhancements to product guidelines.
• Quarterbacks any changes or updates to client investment guidelines initiated by the client; working with Product Management and IPM’s and Compliance to implement.
• Quarterbacks the communication and implementation of MFS driven changes or enhancements to product guidelines.
• Works with the Relationship Manager to prepare for client meetings by providing a status of relationship and updates on completed and ongoing matters; participates in the effort to prepare and finalize portfolio review materials. May participate in or host meetings at MFS or at client sites as appropriate.
• Occasional business travel may be required.
• Works closely with other MFS departments (e.g., Global Transitions, Portfolio Management, Product Management, Legal, Compliance, Operations, Client Reporting, Finance, and MFD) to ensure strong team communication on relevant operational and administrative matters and new projects.
• Updates CRM with all client touch points. Maintains client records, client contracts, and correspondence in firm databases as required. Ensures work meets department standards and initiates procedures to improve processes and overall quality control.
• Collaborate with the Sales/Relationship Coordinator(s) within their territory on a as needed basis. The coordinator is responsible for organizing the logistics of prospect and client meetings working closely with other MFS departments to pull together presentation materials. The Client Service Manager and Coordinator may work together to field inquiries from clients and sales prospects and will provide firm level information and portfolio data as requested.
• Ensures timely, clear and concise communication of client and prospect information to make certain MFS can meet their unique requirements. Documents all new requirements and procedures within the department protocol and escalate areas of concern or those thought to be challenging.
• Assumes additional responsibilities as requested.