Relationship Manager

Waystone is a leading asset-servicing solutions provider of institutional governance, administration, risk and compliance services to financial institutions. With over 25 years’ experience and a comprehensive range of specialist services to its name, Waystone helps our clients structure, operate and grow through our expertise, innovation and digitisation, backed by the operational scale to support global expansion. 

Reporting to the Head of Relationship Management, Asset Managers, the Relationship Manager will be an integral part of the Waystone team and will have primary responsibility for the relationship with the IMDs/clients. The RM will work collaboratively with all business units to ensure IMD/client satisfaction. The role is also responsible for facilitating change and the resulting costs and contract amendments as well as representing Waystone at external events.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage the IMD/client portfolio through a ‘net’ perspective ensuring profitable growth opportunities minimise any portfolio loss or re-pricing
• Maintenance of a detailed IMD/client Account Plan as the book of record to maintain history, corporate knowledge and to educate the business and maintain ongoing 18-month plan
• Wide ranging engagement with colleagues in the ACD and across the Group
• Continuously broaden our connectivity across the IMDs/clients’ business and across the C-suite to ensure we are viewed as a partner integral to their business model
• Constantly explore and develop Waystone’s upsell opportunitiesIdentify x-sell opportunities for Waystone Group where the ACD has the lead relationship
• Lead semi-annual/annual Strategic Relationship Review (SRR) process lining up executive team members from both organisations to review IMDs/clients’ strategic plans and our response
• Co-ordinate the ‘client team’ approach ensuring full knowledge of all IMD and client initiatives and issues
• Hands on engagement in issue resolution as part of the escalation process beyond the day to day
• Work closely with Client Services ensuring clients expectations are fully understood
• Work collaboratively with Key Account Managers (KAM) on KAM clients
• Responsible for communicating relationship issues to senior management teams across Waystone and leading our response to the IMD/client
• Provides client feedback on product functionality and future trends to senior management
• Negotiates fee agreements within agreed profitability parameters
• Maintenance of all critical information including Salesforce, contact management and call reports

EXPERIENCE & PERSONAL ATTRIBUTES:

• Motivated with enhanced interpersonal skills, adept at building client relationships and attention to detail;
• Minimum 6 years’ experience in an investment funds environment;
• Client facing background with outstanding presentation skills and problem solving attitude;
• Knowledge of current UK funds legislation
• Candidates must have excellent English language skills, excelling in both written and oral communication with clients
• Ability to collaborate with people at all levels
• Operational knowledge of fund administration to ensure clear understanding of the processes involved in the Transfer Agency and Fund Accounting departments
• Experience with Microsoft Office including excellent Excel skills is desirable
• Waystone employees must be self-starters with strong independent motivation and the ability to thrive in an independent work environment

EDUCATION:

• Strong academic background including a Degree in Finance/Business/Economics or related field