About Columbia Threadneedle Investments
You’ll find the promise we make to our clients is the same one we make to our employees : Your success is our priority.
Here, you’ll find growth and career opportunities across all our businesses. We’re intentionally built to help you succeed.
Our reach is expansive with a global team of 2,000 people working together. Our expertise is diverse with more than 450 investment professionals sharing global perspectives across all major asset classes and markets.
Our clients have access to a broad array of investment strategies and we have the capability to build tailored solutions matched to clients’ specific requirements.
Columbia Threadneedle is a people business and we recognise that our success is due to our talented and dedicated people, who bring diversity of thought, complementary skills and capabilities.
We are committed to providing an inclusive work environment that supports the diversity of our employees and reflects our broader communities and client-base.
We encourage applications from returners to the industry.
We appreciate that work-life balance is an important factor for many when considering their next move so please discuss any flexible working requirements directly with your recruiter.
Job Purpose Statement
As Client Service Manager, you will be the key point of contact for internal and external stakeholders, partnering effectively across Columbia Threadneedle Investments to drive delivery of a seamless, end-to-end global experience to APAC Institutional and Intermediary clients;
from on-boarding of clients to routine business maintenance, documentation, reports and resolving client queries and operations issues.
The role involves demonstrating thorough understanding of asset management business and able to work in strong partnership with APAC Sales to proactively manage client relationship.
Delivering successful services during clients’ full life cycle - from onboarding to day-to-day servicing (reporting, enquiries, review meetings) and to facilitate ad-hoc needs (change requests from simple to complex).
Maintaining excellent partnerships with global colleagues including our US / Europe client service team, and other internal stakeholders.
Delivering excellent service to clients in line with Investment Management Agreements ( IMAs ) and Columbia Threadneedle Investments standards, including :
Partnering with Sales teams and facilitating with internal stakeholders to ensure excellent service delivery (BAU / ad-hoc reporting, review meeting, enquiries etc).
Acting as first point of contact for client queries / requests / instructions and managing client expectations.
Working independently or with internal / external stakeholders to investigate, research and resolve client-related issues in an accurate and timely manner.
Overseeing compliance monitoring / reporting to clients and ensuring proper resolution of any IMA breaches / client complaints.
Hosting review meetings and coordinating due diligence sessions.
Building professional and trusted relationships with clients by proactively communicate service standards, future requirements, enhancements and changes to IMAs.
Reviewing service standards with internal stakeholders and maintaining excellent working relationships within the business.
Ensuring successful and controlled project management of new Institutional and Intermediary businesses in the form of client take-on across multiple time zones and geographies, including :
Effective communications regarding the client take-on to all relevant business areas.
Coordinating the negotiation and completion of legal agreements / application forms.
Coordinating all relevant documentation, including AML / KYC.
Progressing operational set up with Operations team.
Establishing reporting requirements and coordinating delivery with Reporting team.
Ownership of issue resolution and appropriate escalation of issues when necessary.
Obtaining sign-off from relevant business areas.
Actively feedback to enhance operating model and support services enhancement.
Ensuring all routine client reporting and related deliverables are met, including :
Managing deadline and working towards standardization of reports, wherever possible.
Facilitating compliance sign-off of portfolio review / report decks (ensuring review deck is ready, including translation as needed).
Coordinating change request with relevant internal teams.
Communicating important notifications to fund investors :
fund updates, fact sheets, updated prospectus and performance summaries.
other pertinent information (ad-hoc / periodic reporting to local regulator / client).
Projects / ad-hoc
Coordinating, managing and executing projects (including testing and implementation of new systems and impact of regulatory change on service delivery) as assigned.
Managing ad-hoc issues / risk events that has client impact.
Extensive working experience in leading global asset management firms that are active and competitive in institutional business, especially in the Asia Pacific.
At least 10 years investment management experience, including 5 years Institutional and Intermediary client services; demonstrates good understanding of fund management, financial instruments, administration processes, performance analyses and reporting.
Able to work under pressure in delivering expected outcomes within short deadlines.
Strong ability to work with others both in the team within close proximity and dispersed across businesses and geographies, to achieve effective outcomes.
Excellent listening skills and appropriately assertive, empathetic approach to dealing with stakeholders within the business as well as prospects / clients.
Strong troubleshooting / problem-solving abilities, specifically around data and processes, including ability to resolve day-to-day business issues and as appropriate, escalate concerns to Senior Management for resolution.
Good self-organisational and time management skills, including strong workflow management and project management skills.
Excellence in delivering first-in-class Client Relationship Management.
Ability to make clear decisions and exercise sound judgment; demonstrable problem-solving skills, specifically around data accuracy and processes.
Excellent facilitation and meeting management skills, being able to discuss complex / technical concepts.
Excellent numerical and written skills are essential.
Track record that demonstrates integrity, strong teamwork, good judgment and initiative, including willingness to openly share information and expertise with others.
Excellent interpersonal and communication skills, with strong client relationship skills and experience.
Demonstrate strong cross-cultural / language skills (Strong spoken / written ability in English and Cantonese / Mandarin / Japanese for HK / Singapore / Japan based role).
Demonstrate leadership ability.
Local license (dealing in securities).
Investment Management Certificate (or equivalent).
Full-Time / Part-Time