Manager, Client Service, EMEA Client Team

Business Unit:

EMEA

Job Description:

Role Summary

The Client Service Team supports clients through their whole life cycle with Russell Investments. This ranges from helping to win new business to providing first class support to clients and intermediaries either directly or via the EMEA Relationship Managers to retain their business.

The role is primarily focused on Russell Investments' platform service clients. These clients rely on Russell Investments to run Irish UCITS funds on their behalf. Platform services are a growth part of our business.

Key elements of the role include:

• Assisting Russell Investments' platform service clients on a broad range of fund administration-related issues to retain and expand client relationships.
• Liaising effectively with relevant internal business departments to respond to queries accurately and in a timely manner.
• Leading regular meetings, preparing presentations and ensuring queries are responded to in an accurate and timely manner.
• Supporting the onboarding and retention of clients, fund investors and distributors managing both queries and regular deliverables via the group inbox.
• Providing coaching and mentoring support to the team.
• Managing the Client Service Team relationship with external service providers, controlling issues through to resolution and identifying trends.
• Leading and participating in complex projects to implement new regulatory and product changes.
• Ensuring there is a consistent focus on enhancing process and updating procedures.

This is a 12 month FTC expected to start in late Nov / Dec 2025.

The responsibilities of the individual in this position include:

Regulatory & Business conduct

• Displaying exemplary conduct and living by our organisations Code of Conduct.
• Taking personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct across the business.
• Effectively and collaboratively identifying, escalating, mitigating and resolving risk, conduct and compliance.

Platform Service Support

• Building strong relationships with existing platforms maximising retention.
• Overseeing servicing, pre-empting/resolving issues and escalating business risks where required.
• Ensuring service deliverables are met.
• Ensuring sustained knowledge of Russell Investments' business and capabilities, as well as Irish/European regulation and compliance issues.
• Logging all calls, pertinent emails and meetings in the CRM.
• Completing meeting notes for each client touch point.

Client Onboarding

• Leading and participating in onboarding projects for the onboarding of new clients and distribution relationships as required.
• Providing a central point of contact for the client and the business.
• Ensuring clear communication with relevant parties and all documentation is received for account set up (including AML).
• Working with the EMEA Sales and Relationship Teams where required to ensure that the Client Service Team can meet their ongoing requirements in a structured and scalable manner.

Client Retention

• Supporting the Relationship Mangers in promoting RI products and services and ensuring we are the preferred service provider.
• Co-ordinating and participating in the daily processes for FM/OCIO clients, including the processing of cashflow and investment instructions.
• Supporting the creation and delivery of periodic reports and audit requests for existing clients, ensuring both accuracy and timeliness.
• Assisting in the management of the team inbox, ensuring both internal and external queries are responded to in an efficient and timely manner.
• Providing support to team members as needed.

Internal Business Support

• Contributing to the development and improvement of processes that support client requirements across EMEA GTM.
• Leading and participating in projects that support new business initiatives, regulatory and product changes.
• Managing the Client Service Team relationship with external service providers, controlling issues through to resolution and identifying trends.

Team & People Management

• The role may or may not have direct reporting lines.

The successful candidate will have extensive demonstrable skills and experiences including the following:

• Relevant BSC/BA or equivalent qualifications / experience.
• Candidates who are studying or intending to study for IMC or CFA (or other finance related professional qualifications) will be preferred.
• Significant experience in the financial services/investment industry working in a similar operational role.
• Experience of working with a broad range of clients, including institutional clients and distribution relationships in the EMEA Region.
• Knowledge of the practical needs and experiences of pensions, present and future, of the UK institutional marketplace
• Working knowledge of the asset management industry and investment products.
• Proficient in Microsoft suite (Excel, Word, PowerPoint)
• Excellent administrative, problem solving, project managing and decision-making skills.
• Good at building strong working partnerships with internal and external clients.
• Acts with urgency and works hard to address client demands.
• Effectively manages client expectations and delivers value-added service.
• Communicates effectively and knowledgeably with colleagues, clients, intermediaries, and service providers.
• Highly polished communication skills.
• Maintains regular contact and builds strong working partnerships with internal and external clients.
• Find ways to encourage others to feel ownership of solutions; wins over clients and suppliers.
• Strong organisational skills including the ability to adapt to shifting priorities and meet frequent deadlines.
• Leads individuals and teams to objectives and drives results.