Client Service Manager

About Schroders

Schroders is a global investment manager which helps institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.

Our purpose is to provide excellent investment performance to our clients through active management. By serving clients, we serve wider society. Channelling capital into sustainable and durable businesses accelerates positive change in the world. Funding the future is a privilege: we use it wisely and responsibly.

We employ over 6000 talented people worldwide operating in 38 different locations across Europe, the Americas, Asia, Africa and the Middle East, close to the markets in which we invest and close to our clients.

Schroders has developed under stable ownership for over 200 years and long-term thinking governs our approach to investing, building client relationships and growing our business.

The team

We are looking for a Global Fund Client Service Manager to join our Global Fund Client Management team in Luxembourg. You will be part of a team that will be responsible for providing client management support to specific markets within the Client Group (e.g. onboarding, agreement management, rebates management and query management).

As a CSM within the team, you will support the delivery of various tasks for the markets managed by the Global Fund Client Management team. You will focus specifically on the dedicated markets assigned to you.   You will ensure, under the mentorship and supervision of your manager, that your specific activities are accomplished accurately and in a timely and professional manner.   You will be required to engage with a number of different teams within Schroders to be able to deliver these day-to-day activities.

You will work as part of a team, whilst being able to reach a level of autonomy in carrying out your tasks for the markets you support. You will ensure a focus is maintained on client service excellence when delivering on your-day-to day activities and be open to change and challenge processes to ensure continuous development and improvement.

What you'll do

Client On-boarding & Off-boarding

• Be responsible for managing all client onboarding and offboarding activities for the markets assigned to you. Ensure successful completion for Schroders' funds globally.  

• Work with the regional Sales groups to agree on the accurate agreement type. Establish the rebate terms and ensure the request for the new agreement goes through Salesforce.  

• Coordinate with the client for any onboarding requirements, including the follow up for client specific due diligence.

• Set up, or offboard, the client in all relevant systems, e.g. Salesforce, Acolin, PEGA Intermediary.

• Coordinate with Sales, where the client wants to invest in a restricted access shareclass, to ensure that the relevant agreement or product approval has been completed, and ensure the client's account details are added to the RASC tracker.

• Keep Client Executives/Sales updated on progress and raise any issues for their follow up.

• Own the coordination and completion of the agreement process for onboarding and offboarding of clients falling under the markets you are responsible for.

• Arrange for the execution of the agreement by the relevant authorised signatories within Schroders once the agreement has been finalised and provide the final agreement for signature to client.

• Archive all documentation related to the on-boarding/off-boarding processes once these have been completed, including the signed agreement within the relevant storage system.

Agreement Maintenance

• Take responsibility for coordinating and completing any agreement amendments for all clients falling under the markets allocated to you e.g. Addendums, NDAs.  

• Ensure the most up to date agreement templates are used when onboarding, or updating agreements and that the agreement request is progressed to completion through PEGA Intermediary.

• You will follow the repapering of client agreements for all Schroders' funds globally in your markets until completion. Progress chasing and follow-up with the client together with local Sales in your regions.  

• Liaise with Legal for review of client specific templates, or comments received from clients on the agreement templates.

• Own, where appropriate within your markets, the coordination and management of agreements with the platforms on a global basis.

Client Lifecycle Support

• Support for the issuance of ad-hoc communications to clients regarding fund changes, mergers, dividends and specific ad hoc distributions.

• Act as the liaison point for client queries about Schroders Luxembourg fund holdings. Source and respond using information from Evolve or coordinate responses with the Transfer Agents.  

• Support for management of issues raised by clients in relation to their accounts and investments in Schroders' funds and supervise the investor account maintenance activity carried out by the TAs, stepping in where required to assist with client communication.

• Ensure Management are kept informed of issues which are raised.

• Support and coordinate with the Global Fund Client AML team any outreach required for client onsite due diligence visits in your markets.

Rebates and Billing

• Use PEGA Intermediary to notify Finance Rebate Operations when new agreements are activated. Report any changes to rebate conditions for your clients.  

• Ensure the Agent UI tool is reviewed and updated on a weekly basis to ensure timely information is provided on the linkage of agreements related to the your specific markets.

• Review changes in payment details and carry out, as appropriate, the required call back process with clients.

• Update the rebate accruals log to ensure Finance Rebate Operations have visibility on any rebate accrual requirements for agreements not yet signed;

• Oversee and support specific client queries relating to the rebates billing, statements and payment, acting as the liaison with the Rebates operations teams as required to be able to respond to clients.

• Follow up with clients for the payment of the fee invoices related to I Share Agreements, where these are flagged by the Finance team as being outstanding.

Other responsibilies

• Manage own workload on a day to day basis according to deadlines.

• Ensure department controls and procedures are followed honestly and effectively, taking steps to raise any problems to management before they become a risk.

• Carry out activities with a continual continuous improvement attitude to challenge processes to ensure they are effective.

• Collaborate with others to help build a positive and supportive working environment.

• Actively participate to monthly calls with the Sales teams to update them on the status of new onboardings, agreement changes etc and anticipate any new requirements coming from their discussions with clients.

What you'll be like (Skills and behaviours required)

• Strong interpersonal and communication skills to facilitate liaison with key collaborators and external parties.  

• Able to plan, organise and prioritise to ensure own deadlines are met.

• Knowledge of financial services is beneficial, including a good understanding of investment funds.

• Great teammate who contributes to overall team effectiveness

• Be open to feedback, receptive to change, able to challenge status quo and continually look out for self-improvement opportunities.

• Good Microsoft office skills, including Excel

• Forward-thinking, innovative and proactive

• Self-educating, curious and pragmatic

• Fluency in English and either Polish or German are required and other languages, such as Italian, French, Spanish, Danish or Swedish would be an advantage.

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.