Client Implementation Manager

**About the role**

As part of the Global Operations team, you will be working closely with both Distribution and Global Client Implementation teams. The role holder will be responsible for leading and executing the relevant tasks in accordance with established processes and procedures. This role is integral to the diligent and efficient delivery of all aspects of client implementation.

A key aspect of this role will be to support the Global Head of Client Implementation and Change in the leadership and development of all members of staff in the team, through line management, coaching and leading by example. This includes day-to-day management of two Analysts and one Senior Analyst in the region.

The role will oversee the coordination and execution of activities throughout the client lifecycle, necessitating the ability to seamlessly transition between analytical tasks and strategic implementation as required

Specifically, the role will have responsibility for tasks/projects relating to:

- Client change - all client on-boarding and lifecycle management for wholesale distribution clients
- Contracts governance - all aspects of administration, mainly for wholesale distribution agreements. Knowledge on Investment Management Agreements will provide additional benefit
- Client centricity - ensuring our clients always receive a consistently high-quality experience with FSI.
- Process management, risk management, and continuous improvement.

**About you**

**Your experience and skills**
- Educated to higher level or degree or equivalent
- Have relevant financial services experience, preferably within asset management or asset servicing
- Proven experience providing line management, coaching and leadership of a team
- Proven track record of meeting deadlines and managing multiple priorities
- Have an analytical mindset with exceptional attention to detail.
- Tenacious approach to overcoming challenges and achieving goals.
- Confident and comfortable in dealing with colleagues and business contacts at varying levels of seniority.
- Highly organised and an understanding of change management frameworks & principles is desired.
- Strong knowledge of FATCA/CRS regulations, AML/KYC regulations, KYC processes and risk assessment techniques
- Strong knowledge of Singapore Unit Trust operations including AML/ KYC and FATCA/ CRS
- Customer focus - results orientated with a high degree of professional and corporate responsibility.
- Able to drive and influence, whilst building, maintaining and improving business relationships.
- Committed to quality, timely outcomes, managing objectives and delivering results against specific corporate and individual goals.
- Ability to work independently and as part of a team

**Your day-to-day**

**Client change**
- Key distribution contact point for all client on-boarding activity -pooled fund clients (key focus) and mandate (benefit) - across FSI investment teams/products
- Ensure operational client on-boarding is delivered safely and efficiently, in conjunction with all other internal stakeholders, following established industry processes (e.g. transition management) and internal procedures
- Manage all transition types for pooled fund clients, as well as ensuring smooth exit process when clients terminate their investment with our firm
- Manage all related activities within the FSI Risk Appetite Statement
- Oversight service providers

**Contracts governance**
- Manage the distribution agreement, platform agreement, rebate agreement and terms of business process, following existing business processes and enhancing these where required to reduce key manual processing and control risk
- Lead and coach other members of the team in the key aspects of wholesale distribution agreements for new and existing clients
- Ensure all client side/comfort letters are managed in accordance with established processes
- Routine oversight of client/distributor/platform holdings in conjunction with key stakeholders

**Client centricity**
- Delivering an excellent client experience both internally and externally
- Leading by example, coach and demonstrate this way of working and mindset throughout the team
- Acting on client feedback, ensure continuous improvement of processes and procedures
- Ensure risk management procedures are followed for any errors or ‘near misses’ resulting from team activities, driving remediation and leading to continuous improvement - overall, enhancing the ‘client experience’

**Process management, risk management and continuous improvement**
- Ensure all procedures documentation is regularly reviewed and updated, including process checklists
- Produce periodic MI data for team activities, as required
- Co-ordination of regular client change forums for all investment groups, inc. client & distribution teams

**Coaching/leadership**
- Support the Head of Client Implementation and Change in the development of team members, through leading by example and role-modelling the value