Senior Client Services Manager

4 weeks ago

London, United Kingdom M&G plc. Full time
At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities . To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.
The Role:
The role sits within the Global Client Services Delivery team. This team is a core function of the business linking key communications and processes with sales areas, fund management, risk, legal and compliance, reporting and operational departments.

Our role is to deliver an industry-leading client experience by gaining an in-depth understanding of our clients' requirements and becoming their trusted long-term partner; earning trust by focusing on their needs and delivering excellent service. Excellence means providing a service which is simple, consistent, quick, helpful and insightful for all our clients across the globe, meeting the unique requirements of each sales channel and region. We continue to review our approach to ensure we are structured in a way that enables excellent client engagement, service and satisfaction from M&G.

In this role you will be responsible for the day-to-day management and service delivery in your region (Mainly Italy and EMEA) and ensure client specific obligations are met and maintained. In addition, you will be required to drive and support change activities for continuous improvement. Italian language skills are heavily preferred.

The role reports to the Manager of Europe Client Services Team.

Key Work Level Accountabilities:
Experienced Colleague:
  • Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training
  • For team leaders, accountable for ensuring the team the role supports is delivering a quality service or product
  • Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems
  • Delivers outputs that are clearly defined, using discretion over how to achieve them
  • Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations
Key Responsibilities for this role:
  • Deliver client service activities for the Italian channel, supporting other regions on occasion, sometimes specializing in particular activities or aspects of the role. Typical client service activities include:
  • Facilitate onboarding of clients / new business and operational due diligence, building an understanding the client and their requirements
  • Liaise with TAs and custodians to assist clients, facilitation and escalation - e.g. account set up/closure for pooled fund clients
    • Undertake client set up and change activities coordinating with relevant stakeholders and aligning to the service catalogue, being the advocate for the client
  • Co-ordinate client and regulatory report requests (e.g. audit, regulatory requests)
  • Co-ordinate and handle client queries and requests (post-sale)
  • Oversee ad hoc subscriptions and redemptions
  • Oversee client drawdowns and distributions for pooled fund clients
  • Resolve client issues (e.g. handholding on a settlement) and complaints
  • Undertake event-driven communications, e.g. fund corporate actions (wholesale notification obligations), pricing errors, breaches
  • Communicate with clients on day-to-day matters, ensuring delivery of their SLA
  • Support other parts of the Client Service Delivery team or Sales teams (e.g. liaising on contractual matters, providing cover)
  • Work closely with key stakeholders to support relationships - e.g. attendance at client meetings, liaising with fund managers and fund manager assistants and custodians
  • Provide MI to senior management
  • Collaborate with local client-facing teams in Sales and Investment to ensure a seamless and excellent client service experience
  • Lead and / or participate in strategic projects focusing on the enhancement of the client experience

Key Knowledge, Skills & Experience:
Stakeholder Management - internal and external
  • Ability to manage expectations and provide updates to stakeholders, both internal and external, Ability to communicate clearly in both written and verbal form, and build good working relationships with teams and colleagues.

Client and customers at the heart of what we do
  • Ensuring that client service is putting the customer at the heart of everything that we do, demonstrating an in-depth understanding of client requirements and needs.

Accountability, ownership and responsibility for doing the right thing
  • Taking responsibility and ownership for tasks, activities and outcomes to align with the service catalogue and standards. Collaborating with other teams (internal and external) to deliver the right outcome for clients and M&G.

Driving positive change
  • Identifying and championing change, embracing change and driving innovation forward. This includes working with challenging colleagues and teams to be open to new ideas, ensuring that the right things are done in the right place, by the right people.

Technical Knowledge
  • Demonstrates detailed knowledge relevant to the role, this can include product, market knowledge or foreign language capabilities where required. May also include process knowledge, ability to navigate the organization.
  • Significant asset management client service experience subject to seniority
  • As a senior you may specialize in one or two specific areas
  • Supporting or covering the manager in their absence
  • Recognized as someone that continuously looks for opportunities to improve the client service experience


We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality or disability we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

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