Regional Head of Client Service Engagement
2 weeks ago
The ideal candidate should be able to lead and manage a regional team of client service professionals. They should be able to provide strategic direction, mentorship, and motivation to the team, ensuring high performance and a client-centric approach.
A deep understanding of the asset management industry is crucial. The candidate should have a comprehensive knowledge of investment products, financial markets, regulatory requirements and industry trends. These expertise enable them to provide valuable insights and guidance to clients and internal stakeholders.
The Regional Head of Client Service Engagement plays a pivotal role in supporting and nurturing client relationships and should have a track record of building and maintaining strong, long-term partnerships with clients and other key stakeholders. Excellent communication and interpersonal skills are essential to effectively address client needs and provide exceptional service. The ideal candidate should be a team player and able to collaborate effectively with internal stakeholders. They should foster a culture of cross-functional collaboration and knowledge sharing.
We are looking for a candidate that will be a strong advocate for driving a service mindset across our organisation to meet our ambition of being identified as a trusted partner by our clients. Through partnership with the Global Head of Client Service Delivery, they will aim to deliver a unified client service experience, specifically important for our multi-regional clients and clients who invest in both public and private assets. They will develop more tailored client journeys through both digital and in-person channels whilst also ensuring they are scalable and embed a 'digital first' approach throughout the key activities supporting the client journey.
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
- 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 members internally that they can perform their role more efficiently, increasing employee satisfaction and longevity
- Feedback from internal teams outside of the Client Service function is positive and they feel they are better informed of how we service clients, and they feel part of delivering that experience
- You must have a deep understanding of all parts of client service, with experience of leading a client service function
- A grounding in the operational processes undertaken by Client Service teams is essential
- Strong leadership and management skills, with experience leading teams of client facing professionals
- You must possess executive-level communication and influencing skills with the ability to resolve issues, build consensus among groups of diverse internal and external stakeholders, and have proven skill in negotiating and mediating conflict
- Effective relationship builder and influencer with the ability to collaborate effectively with other departments and stakeholders to deliver the right outcomes for our clients and the business
- You must be results-driven and follow things through to the end
- Analytical skills with the ability to analyse data and use it to drive decision-making
- Must have the ability to delegate effectively and maintain an appropriate level of oversight
- Knowledge of industry trends and best practices in client experience management
- Experience of client research methodologies and techniques that have been used to implement a strategy
- Specific asset management client service experience is highly preferable
Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics.
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For applicants applying for positions with Schroder Investment Management North America Inc. (SIMNA):
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