You will report into the UK Pooled Client Management leader, focusing on the UK Wholesale clients based primarily in London, and be responsible for partnering with the EMEA Pooled Client Management team and Sales team to ensure our clients enjoy an excellent ongoing relationship and experience with the firm.

ONGOING CLIENT EXPERIENCE

• Be able to own the ongoing client relationship for a defined portfolio of clients, partnering appropriately with Sales colleagues to ensure a unified overall client engagement experience.
• Build and strengthen client relationships through regular engagement and periodic service reviews to gain a deep understanding of their needs.
• Alert the Sales team to potential cross-sell, up-sell or defence opportunities arising from client engagements.
• Be accountable to the client for the resolution of investment- and service-related issues and changes, coordinating with responsible internal teams to ensure accurate and timely delivery.
• Co-ordinate and own prep, meetings and follow-up for ongoing events such as due diligence and investment review meetings.
• Navigate the firm for the client (e.g. bringing the right experts into the client meeting for specific investment and servicing topics).
• Proactively monitor delivery vs proposition, including sign-off where required for service deliverables, and address areas of inefficiency/performance challenges.
• Proactively identify client impact due to regulatory/industry change and commission necessary response internally.
• Proactively identify and drive client specific & thematic improvements to their experience.

In addition, we expect you to play an active role in supporting the strategic goals of the Client Management function, such as:

• Building internal partnerships across our firm to drive better outcomes for our clients and our partners.
• Working with Client Management leadership to identify and migrate activities to the relevant centre of expertise.
• Identifying and driving opportunities for consistency of engagement and delivery across regions.
• Identifying and driving process efficiencies, simplifying/enhancing controls and designing/providing management information to help us manage our team and client experience more effectively.
• Contributing strongly to the design and delivery of strategic change across the team.

KEY CAPABILITIES

To be successful in this role you will have…

• Corporate pooled client relationship management experience, including experience of UK and Luxembourg based mutual fund ranges (both managed portfolios and single strategy), Management Companies and Transfer Agencies.
• Strong investment management experience including thorough understanding of fund management, financial instruments, administration processes, performance analysis and reporting.
• Experience driving and negotiating legal contractual changes
• Must 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, empathetic 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 enthusiasm demonstrated through strive to achieve a first-class service management function.
• Ability to make clear decisions and exercise sound 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.

ROLE RESPONSIBILITIES

How you’ll spend your time…
You will own the ongoing relationship for existing and new Pooled clients in line with our contractual agreements and Columbia Threadneedle standards. You will also support the team leader in overseeing and supervising the activities of other members of the team. As a Senior Client Manager, we expect you to perform all of the following responsibilities primarily for our most strategic and/or complex clients based in the UK Wholesale market:

Pre-win

• Own response to service elements of Requests For Proposals (RFPs), pitches & initial due diligence events.
• Establish client service intent and map to the firm’s capabilities.
• Discuss & start to manage service expectations with the client.
• Identify and begin to investigate/challenge potential service complexities.

Start to identify and drive solutions to service needs.

In addition, we expect you to play an active role in supporting the strategic goals of the Client Management function, such as:

• Building internal partnerships across our firm to drive better outcomes for our clients and our partners.
• Working with Client Management leadership to identify and migrate activities to the relevant centre of expertise.
• Identifying and driving opportunities for consistency of engagement and delivery across regions.
• Identifying and driving process efficiencies, simplifying/enhancing controls and designing/providing management information to help us manage our team and client experience more effectively.
• Contributing strongly to the design and delivery of strategic change across the team

To be successful in this role you will have…

• Corporate pooled client relationship management experience, including experience of UK and Luxembourg based mutual fund ranges (both managed portfolios and single strategy), Management Companies and Transfer Agencies.
• Strong investment management experience including thorough understanding of fund management, financial instruments, administration processes, performance analysis and reporting.
• Experience driving and negotiating legal contractual changes
• Must 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, empathetic 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 enthusiasm demonstrated through strive to achieve a first-class service management function.
• Ability to make clear decisions and exercise sound judgement; demonstrable problem solving, specifically around data and process