Global Fund Client Management Support Officer

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.

Who we're looking for

We are looking for a Global Fund Client Support Officer 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 CSO in the team, you help complete tasks for markets led by the Global Fund Client Management team, with a specific focus on Italy and Switzerland. Guarantee accurate and timely completion of tasks with support from the Italy and Switzerland Client Managers and team manager. 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

• Support the Global Fund Client Manager for the Italian and Swiss markets with the overall coordination and completion of all client onboarding & offboarding activities for those markets
• Liaise with Italian paying agents, supporting new fund launches and meeting agent-level requirements to facilitate launches
• Support the coordination with the local Sales team for any follow up required for client onboarding in Italy and Switzerland including the follow up for client specific due diligence, obtaining confirmation on rebate terms and any waiver approval requirements
• Support the set up, or offboard of the client in all relevant systems, e.g. Salesforce, Acolin, PEGA Intermediary
  Support the coordination 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

Agreement Maintenance

• 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
• Own the coordination and completion of any agreement amendments for the paying agent relationships in Italy
• Liaise with Legal for review of client specific templates, or comments received from clients on the agreement templates
• Update systems, e.g. Salesforce, Acolin, PEGA to reflect all agreements in place with the clients and their status
  Ensure all agreement changes, once completed, are archived in the relevant storage system

Client Lifecycle Support

• Support for the issuance of ad-hoc communications to clients in Italy and Switzerland regarding fund changes, mergers, dividends and specific ad hoc distributions
• Act as the liaison point for queries received from clients related to investments in Schroders Luxembourg funds, sourcing and responding using either information from Evolve, or coordinating relevant responses with the Transfer Agents
• Support the Global Fund Client Manager with the management of issues raised by the Italian and Swiss clients in relation to investment in Schroders Luxembourg funds and supporting to resolution
• Ensure Management is informed of issues which are brought up
• Liaise with Operations Services to coordinate the putting in place of new client specific reporting requirements and to coordinate changes to existing reporting
  Support and coordinate with the Global Fund Client AML team any outreach required for client onsite due diligence visits in Italy and Switzerland

Rebates and Billing

• Communicate through PEGA Intermediary to Finance Rebate Operations the activation of new agreements and or changes to the rebate terms for Italian and Swiss 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 Italian market
• 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

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
• Perform tasks with a continuous dedication to improving procedures to ensure their efficiency
• Collaborate to help build a positive and supportive working environment
  Actively participate to monthly calls with the Sales teams in Italy and Switzerland to update them on the status of new onboardings, agreement changes etc.

The knowledge, experience and qualifications you need

• Strong interpersonal and communication skills to facilitate liaison with key stakeholders 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 improves overall team efficiency
• Embrace feedback, adaptable to change, willing to question the status quo, and always seeking opportunities for self-improvement.
• Good Microsoft office skills, including Excel
• Forward-thinking, innovative and proactive
• Self-educating, curious and pragmatic
• Fluency in Italian, German and English are required and other languages, such as French, Spanish or Polish 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.