Senior Client Services Manager

3 weeks ago

London, United Kingdom M&G Full time

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.

Senior Client Services Manager

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 and ensure client specific obligations are met and maintained. In addition, you will be required to drive and support change activities for continuous improvement.

The role reports to the Manager of UK Wholesale Client Services.

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 within their region, supporting other regions on occasion, sometimes specialising 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 clientsUndertake 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 organisation. Significant asset management client service experience subject to seniority As a senior you may specialise in one or two specific areas Supporting or covering the manager in their absence Recognised 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.

  • Head of Client Services

    1 week ago

    City of London, United Kingdom Client Full time

    Head of Client Services (Senior Account Manager)£70,000 - £90,000 + Uncapped Commission + Bonuses + £5,000-£7,000 Car Allowance + Training + Further Progression + Private Medical Insurance + Life Insurance + 31 Days Holiday (25 + Bank, rising to 28 + bank with length of service) + Hybrid Working + More Great BenefitsHybrid role, commutable from...

  • Accounts Senior or Client Manager

    4 hours ago

    London, United Kingdom CLYDE UK SERVICES COMPANY Full time

    Department : Client Development Role : Senior Client Development Executive The Global Business Development Leadership team sets the strategy in consultation with the Global Strategy Board and Global Practice Executives. The BD teams (comprising Communications, Marketing, Business and Client Development experts) are led by regional heads of Business...

  • Tax Senior/Assistant Manager- Private Client

    2 weeks ago

    London, United Kingdom Hays Senior Finance Full time

    I have recently started working on a role with a top 40 clients of mine who are looking to add a corporate tax assistant manager to their growing team. With over 400+ employees, they provide a wide range of services to their corporate and private clients. They offer audit, accounting, taxation, and transactional services to their clients. This firm is a...

  • Tax Senior/Assistant Manager- Private Client

    1 hour ago

    London, United Kingdom Hays Senior Finance Full time

    I have recently started working on a role with a top 40 clients of mine who are looking to add a corporate tax assistant manager to their growing team. With over 400+ employees, they provide a wide range of services to their corporate and private clients. They offer audit, accounting, taxation, and transactional services to their clients. This firm is a...

  • Senior Client Service Manager

    2 days ago

    London, United Kingdom Mason Blake Full time

    A specialist boutique asset management firm is looking for a highly experienced candidate to join their Marketing and Client Service Function. The Senior Client Service Manager will report directly to the Head of Business Development and support various client relationships, manage the client services team, and maintain the excellent reputation the...

  • Senior EIA Consultant

    2 weeks ago

    London, United Kingdom Client Full time

    Senior EIA Consultant London / Warrington£40,000-£45,000 + Hybrid + Training/Development + Life Insurance + Sick Pay + Healthcare + Pension + Holiday + BenefitsAre you an experienced EIA Consultant, looking for a new challenge within a growing team, where you'll progress into a more senior position whilst receiving specific training to aid you in your...

  • Temporary Registered Care Manager

    7 days ago

    London, United Kingdom O.T. Client Services Full time €42,000

    Our client, The A.E.Alliance (Advocates of Empowerment, Development and Achievement) is an innovative company providing care sector-focused services. Their programmes aim to ensure the quality of life for children and young people in social care. They are a network of professionals with a wealth of experience in the care social industry, this includes...

  • Temporary Registered Care Manager

    7 days ago

    London, United Kingdom O.T. Client Services Full time €42,000

    Our client, The A.E.Alliance (Advocates of Empowerment, Development and Achievement) is an innovative company providing care sector-focused services. Their programmes aim to ensure the quality of life for children and young people in social care. They are a network of professionals with a wealth of experience in the care social industry, this includes...

  • Temporary Registered Care Manager

    2 days ago

    London, United Kingdom O.T. Client Services Full time

    Our client, The A.E.Alliance (Advocates of Empowerment, Development and Achievement) is an innovative company providing care sector-focused services. Their programmes aim to ensure the quality of life for children and young people in social care.They are a network of professionals with a wealth of experience in the care social industry, this includes...

  • CQC Registered Care Manager

    7 days ago

    London, United Kingdom O.T. Client Services Full time

    Our client, The A.E.D.A. Alliance (Advocates of Empowerment, Development and Achievement) is an innovative company providing care sector-focused services. Their programmes aim to ensure the quality of life for children and young people in social care. They are a network of professionals with a wealth of experience in the care social industry, this includes...

  • Senior Quantity Surveyor Manager

    5 days ago

    London, United Kingdom Client Full time

    Senior Quantity SurveyorLondon (Hybrid 2 days in the office) £65,000 - £75,000 + Development + Training + Excellent BenefitsCommercial Manager role available for a nationally recognised organisation where you will be involved in an exciting, technical challenging role.Are you a commercially aware candidate who has experience working on large...

  • CQC Registered Care Manager

    3 days ago

    London, United Kingdom O.T. Client Services Full time

    Our client, The A.E.D.A. Alliance (Advocates of Empowerment, Development and Achievement) is an innovative company providing care sector-focused services. Their programmes aim to ensure the quality of life for children and young people in social care.They are a network of professionals with a wealth of experience in the care social industry, this includes...

  • Senior Client Development Manager

    2 hours ago

    London, United Kingdom CLYDE UK SERVICES COMPANY Full time

    Department: Client Development (Multinationals Client Programme) Step into the future of client engagement at Clyde & Co, a leading global law firm. As a Senior Client Development Manager, you'll be at the forefront of this revolution, collaborating with top-tier professionals and leaving a lasting imprint on our firm. Joining our Global Business...

  • Senior Client Development Manager

    3 hours ago

    London, United Kingdom CLYDE UK SERVICES COMPANY Full time

    Department: Client Development (Multinationals Client Programme) Step into the future of client engagement at Clyde & Co, a leading global law firm. As a Senior Client Development Manager, you'll be at the forefront of this revolution, collaborating with top-tier professionals and leaving a lasting imprint on our firm. Joining our Global Business...

  • Family Support Worker

    2 days ago

    Kingston upon Thames, Greater London, United Kingdom O.T. Client Services Full time €14 - €17

    Our client, The A.E.Alliance (Advocates of Empowerment, Development and Achievement) is an innovative company providing care sector-focused services. Their programmes aim to ensure the quality of life for children and young people in social care. The team is made up of a network of professionals with a wealth of experience in the care social industry, this...

  • Family Support Worker

    2 days ago

    Kingston upon Thames, Greater London, United Kingdom O.T. Client Services Full time €14 - €17

    Our client, The A.E.Alliance (Advocates of Empowerment, Development and Achievement) is an innovative company providing care sector-focused services. Their programmes aim to ensure the quality of life for children and young people in social care. The team is made up of a network of professionals with a wealth of experience in the care social industry, this...

  • CQC Registered Care Manager

    6 days ago

    London, United Kingdom O.T. Client Services Full time

    Our client, The A.E.D.A. Alliance (Advocates of Empowerment, Development and Achievement) is an innovative company providing care sector-focused services. Their programmes aim to ensure the quality of life for children and young people in social care.They are a network of professionals with a wealth of experience in the care social industry, this includes...

  • Senior EIA Consultant

    4 days ago

    London, United Kingdom Client Full time

    EIA Consultant This will be Hybrid working - when in the office this is based in Farringdon, Central LondonOn average 2 days a week from home and 3 days a week in the office£40,000-£45,000 + Hybrid + Training/Development + Support through Chartership + Life Insurance + Sick Pay + Healthcare + Pension + Holiday + BenefitsAre you an experienced EIA...

  • CQC Registered Care Manager

    2 days ago

    London, United Kingdom O.T. Client Services Full time

    Our client, The A.E.D.A. Alliance (Advocates of Empowerment, Development and Achievement) is an innovative company providing care sector-focused services. Their programmes aim to ensure the quality of life for children and young people in social care. They are a network of professionals with a wealth of experience in the care social industry, this includes...

  • Senior Client Development Manager

    2 hours ago

    London, United Kingdom CLYDE UK SERVICES COMPANY Full time

    This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Department: Client Development (Multinationals Client Programme) Location: London/Guildford/Manchester About Us Step into the future of client engagement at Clyde & Co, a leading global law firm. We're pioneering a transformational journey,...