Role summary : Externally represents Capital Group with the goal of retaining and growing client relationships.Proactively services financial intermediary clients in partnership with Capital’s client relationship teams within the Europe & Asia Client Group (EACG) organization.
Interfaces directly with external financial intermediaries and service providers to deliver an in-depth understanding of industry, organizational, and operational topics.
Delivers a consultative client experience, by meeting client needs, and leading client meetings. Partners with cross-functional teams to advocate for the needs of our clients.
A credible representative of Capital Group externally with the ability to help retain and grow client relationships.
Primary responsibilities / essential functions :
Retains and grows client relationships by delivering proactive servicing :
Partners with EACG’s client relationship and / or business development teams to understand and incorporate broad objectives into business plans for their assigned clients.
Provides insight and perspective to inform sales approach with existing clients and develops and executes on retention strategies for "at risk" clients.
Supports a healthy, robust CRM process by maintaining discipline in capturing and recording client related activity in Salesforce and other internal systems.
Proactively brings value added perspective to client interactions through on-going engagement, including periodic in-person meetings.
Consults with clients to regularly identify and resolve complex issues, and non-standard requests. (e.g., transactional, investment queries, compliance, fees / billing, operational).
Responds to ad hoc portfolio, regulatory, market and investment strategy specific queries, both verbally and in writing.
Provides relationship / business development teams insight to client interactions. Escalates critical items to relationship team or other areas internally if necessary.
Leads client due diligence and other client meetings as needed, which may involve travel and hosting in-person client meetings.
Accountable for all aspects of client operational support and reporting :
With minimum supervision, applies knowledge of applicable regulatory requirements to define a course of action to address complex service needs, and to advocate on behalf of clients and engage other teams as needed.
This includes but is not limited to making recommendations to clients related to account transactions, and operational protocols.
Collaborates with legal, compliance and operational teams to handle complex account set up, legal agreement and investment guideline negotiations, account transitions, new market openings, transfers, terminations, and other client / account maintenance.
Leads meetings with internal departments, clients and / or consultants and other external service providers to ensure operational needs are met.
Collaborates with clients’ service providers (including, but not limited to, consultants, transition managers, custodians, record keepers and auditors) to determine approaches for large or complex account activities such as launching new products with client investment, unit class changes, and plan participant communications.
Provides ad hoc reporting and internally driven organizational communications to clients and consultants on non-routine matters.
Partners with the Client Reporting Team to define ongoing client reporting support. May deliver a variety of compliance and regulatory reporting.
Coordinates the process and reviews responses to due diligence questionnaires and RFIs. Collaborates with Global Fee Consulting on all fee-related matters.
Performs additional responsibilities as assigned.
Provides senior level leadership for team :
Business & Technical skills :
Core Requirements :