Regional Head of Client Service Engagement

**Who we’re looking for**

The Regional Head of Client Service Engagement is responsible for leading the client service engagement for Schroders Public Assets business in their region. The vision is to deliver an effective and efficient client service experience that increases client longevity, deepens our relationship with existing clients and aids us in gaining new business. This should be a differentiator for Schroders and provide a competitive edge.

**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 around 5,800 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.

**The team**

Client service is currently provided by teams and individuals aligned to the local businesses as well as through a hub in Luxembourg, with plans to establish delivery hubs in the UK and in Asia. We are forming a Global Client Service Team in line with Schroders’ aspirations to deliver on our client care model. Client service is one of the core capabilities within the Client Group. The team will work closely with the sales, relationship management, product, marketing, client insights unit, investment product and operations teams to ensure the client experience is integrated into all aspects of the business to support our client-centric approach.

The team will need to work in an agile manner to adapt and evolve our service offering continuously as Schroders’ capabilities change, taking reference from our peer group and learnings from other industries. The team will play a key part in any acquisition activity where the client experience needs to be protected and aligned.

**What you’ll do**
- Design, implement and maintain the optimal organisational structure within Client Service Engagement (client facing teams) for your region
- Line management of Client Service leads in region, encompassing objective setting, performance management and career development
- Oversee the client-facing Client Service teams to ensure they are providing high quality customer service consistently whilst delivering a consistent service experience globally
- Engage directly with clients to manage the most complex and high profile Client Service matters
- Ensure that Client Service is an active contributor to the account planning process for strategic clients
- Capture enhanced servicing requirements for our Schroders strategic clients and collaborate with the Head of Client Service Business Management and Global Head of Client Service Delivery to evolve Client Service Catalogue
- Oversee the development and delivery of the client obligations process in collaboration with the Global Head of Client Service Delivery
- Oversee an effective and efficient KYC/AML process in collaboration with the Global Head of Client Service Delivery
- Oversee an effective and efficient client query management process and tool to track the lifecycle of client driven queries and requests throughout the organisation, measuring both quality and timeliness. Utilise data insights to enrich the query management process
- Support the Head of Client Services Business Management in the client service review strategy and process to gather feedback and insights that can be used to improve the client experience
- Communicate client service successes across the business as case studies supporting ‘The Schroders Way’
- Support and deliver on digital first aspirations across client service activity
- Implement a client reporting strategy in line with the agreed approach that meets client needs whilst being operationally efficient
- Be involved in acquisition plans, when relevant, to provide input and assessment around the client service and experience aspects of integrating other businesses into Schroders
- Oversee onboarding of large and complex clients with the assistance of the Global Head of Client Service Delivery
- Keep up to date with competitor and industry trends and best practices to ensure Schroders’ client experience remains innovative and competitive
- Be a role model for unconditional collaboration with other teams across the business to ensure the client experience is consistent across all touchpoints throughout the organisation

**Success will be measured by**
- Implementation of the Client Service target operating model within agreed timeframes
- Achieving targets in client service KPIs
- Achieving targets in Schroders’ ranking in the Client Service benchmarking exercise along with achieving targets in client satisfaction
- Contribution to increases in client longevity and number of mandates per client
- Inclusion of Client Service objectives in all strategic account plans
- Increase in positive feedback from Client Service team membe