Client Service Manager, Intermediary

Job Description
Business Area:
Client Group

Location:
London

Reporting to:
Head of Intermediary Client Service EMEA

Job title:
IntermediaryClient Manger

Who We're Looking For
We are seeking a Client Manager who is dedicated to providing exceptional client service to our intermediary clients, responding to a diverse range of queries and ad-hoc requests, including product and performance information to legal and compliance matters. You will play a crucial role in deepening client relationships, while closely aligning to our Sales teams to help drive commercial success. Acting as the 'Voice of the Client', you will ensure client needs and requirements are understood and communicated effectively across the business. You will deliver high quality servicing, addressing queries promptly and working collaboratively with internal teams to create a seamless and positive client experience.

For this role fluency in English is required, as well as knowledge of an additional European language (such as German, or Italian) also necessary.

About Schroders
We are a global investment manager, helping institutions, intermediaries, and individuals around the world invest money to achieve their goals, fulfil their ambitions, and prepare for the future.

We have approximately 5,000 people across six continents. We've been around for over 200 years, but keep adapting as society and technology change. What doesn't change is our commitment to helping our clients, and society, prosper.

The location
Our headquarters are located in the City of London, at the heart of the UK's financial centre. Client Group is a global division and the EMEA Client Service London's hub is in close proximity to key stakeholders (e.g. operations, legal, compliance) and is well placed to effectively deliver first class client service to our European client base and Sales teams.

The team
The London based EMEA hub is a team of Client Service representatives split across two teams (Institutional and Intermediary) both reporting to the Head of Client Service (UK & EMEA). This role will be focused on Intermediary clients.

What You'll Do

• Act as a trusted point of contact for intermediary clients, providing clear, accurate, and timely information while proactively managing enquiries and service requests to ensure effective resolution and high satisfaction. Collaborate with internal teams by gathering and representing client requirements, driving continuous improvement and optimisation of key client-facing processes.
• Oversee and manage activities related to errors, omissions, and complaints, ensuring accurate documentation and timely escalation in line with policies whilst striving towards a goal of zero errors.
• Foster and maintain strong relationships with Operations and other business areas, in order to continually improve service delivery and maximise value for clients.
• Ensure all amendments and bespoke clauses within client legal agreements are accurately documented and executed in accordance with established procedures (where relevant).
• Deliver timely communications to clients regarding changes, updates, regulatory notices, and important information, ensuring content is clear and relevant.
• Act as the key liaison with operations and reporting teams to facilitate reporting requirements for new and existing clients, ensuring delivery of high-quality information.
• Assist in planning, coordinating, and conducting client due diligence meetings, acting as a knowledgeable representative of Schroders.
• Gather and provide all necessary information to support clients in completing their ad hoc requests efficiently and professionally.

Desirable Knowledge And Experience Requirements

• Experience: Typically, 5+ years' experience in client servicing or relationship management within asset management, preferably with a focus on European intermediary clients.
• Industry Knowledge: Understanding of asset management products and distribution channels relevant to intermediary clients, such as mutual funds, and third-party investment platforms.
• Regulatory Awareness: Familiarity with the European regulatory environment including MiFID II, UCITS, SFDR, Solvency II, AML/KYC requirements, and other regulations shaping the intermediary landscape.
• Client Servicing Excellence: Demonstrated experience of delivering high standards of client service, overseeing complex intermediary client relationships, and acting as the main point of contact for daily servicing and escalations.
• Change Management: Proven adaptability to change, including involvement in business transformation, process optimisation projects, or regulatory-driven change projects.
• Cross-Functional Collaboration: Experience partnering with investment, sales, operations, compliance, risk, and legal teams to resolve client issues, support new product launches, and deliver solutions to intermediary clients.
• Problem-Solving: Excellent analytical and problem-solving ability, especially in managing and resolving client queries, operational issues, and change requests for intermediary clients.
• Communication Skills: Outstanding verbal and written communication skills, with the ability to convey complex topics clearly and succinctly to both external clients and internal teams at all levels of seniority.
• Technical Proficiency: Skilled in the use of CRM systems, client reporting platforms, data analysis tools, and features of Excel and PowerPoint; experience with data visualisation software is advantageous.
• Language Skills Fluency in English required; additional European language(s) (e.g. German, Italian) also necessary.
• Client Centricity: Strong client-first mindset, demonstrated through the ability to anticipate, understand, and deliver services to the nuanced needs of intermediary clients throughout Europe.
• Cultural Awareness: Sensitivity to cultural and business practice differences across European markets to ensure effective and respectful client engagement.

What You'll Be Like

• Take Ownership and Deliver: You consistently step up to challenges, taking accountability for client outcomes. Your expertise, integrity and commitment set a high standard for others, and you deliver on promises with precision and reliability.
• Collaborative Partner: You actively champion collaboration and building effective partnerships across teams to deliver the best possible client solutions. You address challenges openly and constructively, focusing on resolving issues and driving improvement.
• Innovative and Curious: You challenge the status quo and are comfortable adapting your approach with agility. You seek out opportunities to simplify complexity, bringing forward creative solutions that drive progress for clients and the business.
• Inspiring Colleague: You embody the values and culture of the firm, leading by example and inspiring those around you. You recognise and celebrate strengths in others, encourage growth, and empower your colleagues to excel and contribute meaningfully.
• Client Centric and Future-Focused: You anticipate intermediary clients' evolving needs with foresight and proactively address potential challenges. You strive to provide a seamless, exceptional experience for every client, delivering with attention to detail and quality at all times.

We Recognise Potential, Whoever You Are
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.

About Us
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 6,000 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.