Wellington Management offers comprehensive investment management capabilities that span nearly all segments of the global capital markets. Our investment solutions, tailored to the unique return and risk objectives of institutional clients in more than 50 countries, draw on a robust body of proprietary research and a collaborative culture that encourages independent thought and healthy debate. As a private partnership, we believe our ownership structure fosters a long-term view that aligns our perspectives with those of our clients.
POSITION Overview Client Service Management (CSM) contributes to Wellington Management's mission by delivering first class client service to both institutional clients and mutual fund sponsors. The Client Service Manager is responsible for managing overall service delivery and driving resolution of client service queries, leveraging and coordinating with other line functions within the firm as appropriate.
The CSM's responsibility begins with the management of the onboarding process for new clients and extends throughout the lifecycle of the client relationship. The oversight and coordination responsibilities of the Client Service Manager will include, but are not limited to: account opening/closing, IMA/guideline negotiation, benchmark identification, client reporting requirements, RFP/RFI coordination, transition management, coordination of cash flow processing, assisting with error investigations and direct client interactions on operational and client-initiated servicing items.
To accomplish these responsibilities, the Client Service Manager is expected to work closely with other internal functions - Global Relationship Group, Portfolio Management, Portfolio Services, Investment Services, Trading, Legal and Compliance, Product Management, Fund Services and other areas within our Client Services Group (CSG) to ensure the client's requirements are being met.
The role is based in Sydney and serves clients in both Australia and New Zealand. Therefore, some travel is required.
Serve as a trusted partner and advisor to the business, working collaboratively with the Relationship Managers to ensure a positive client experience
Develop a strong understanding of clients' servicing requirements and operational infrastructure, monitor and proactively manage service delivery.
Lead the client onboarding process in collaboration with the Client Transitions team, including coordination of the IMA review, guidelines, fee set-up, and other onboarding documentation
Coordinate all required internal discussions and negotiations regarding client service requirements, including operational and reporting items, prior to acceptance of assignment
Establish reporting and other servicing standards with the client in terms of required data, delivery method and schedule, partnering with Client Reporting Services
Work closely with Client Analysts (CAs) and other analysts, providing direction on client-related and other matters; proactively seek to involve CAs in client-related workflows; generally contribute to the professional development of CAs and other support staff.
Work on strategic process improvement initiatives and be a global/Asia voice in cross-functional/cross-regional project teams
Contribute to the management of the business from a servicing point of view, by participating in projects, committees, and informal groups, and initiating consideration of specific issues that need addressing.
Lead client meetings to discuss any client service related topics and develop solutions
Evaluate the firm's client service capabilities/gaps and related risks driven by client requirements
Work with colleagues across the firm to evolve our client service infrastructure to minimize risk and enhance client expectations
Qualifications/Attributes The Client Service Manager will have a minimum of 10 years of experience in the investment management industry, in the areas of client service and operations. In addition, the candidate should possess the following:
Strong skills in relationship building, collaboration, influencing and consensus building
Depth of expertise with complex investment related issues, capital markets, and the curiosity to continue to learn
Sound knowledge of local regulations affecting the investment and superannuation industries, as well as relevant global regulatory development as it affects the local industry
Sound business judgement and the ability to synthesize complex issues while effectively balancing competing objectives and risks
Ability to think creatively and solve the clients' business problems
Exceptional project management/organisational skills, including the ability to follow through, multi-task, be consistently responsive, and manage changing priorities while meeting often strict deadlines
Flexibility, including the ability and willingness to function as a player and a coach
Strong interpersonal and verbal/written communication skills, and the ability to push back with grace when needed
A college degree is required and a CFA/MBA is preferred
JOB TITLE Client Service Manager
JOB FAMILY Client Service
As an equal opportunity employer, Wellington Management considers all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, gender expression, religion, creed, national origin, age, ancestry, disability (physical or mental), medical condition, citizenship, marital status, pregnancy, veteran or military status, genetic information or any other characteristic protected by applicable law. If you are a candidate with a disability, or are assisting a candidate with a disability, and require an accommodation to apply for one of our jobs, please email us at Wellington@icareerhelp.com .
Internal Number: 4997122
About Wellington Management Company, LLP
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