Ameriprise Financial Services, LLC
Senior Client Manager
As a Senior Client Manager, you will report in to the UK Regional Manager - Institutional Client Management, focusing on our LDI Segregated and Pooled client base, and will be responsible for partnering with the Sales team to ensure our clients enjoy an excellent ongoing relationship and experience with the firm.
How you'll spend your time
You will own the ongoing relationship and experience for existing and new LDI Institutional and Segregated clients in line with our contractual agreements and Columbia Threadneedle standards. As a Senior Client Manager we expect you to be able to perform all of the following responsibilities, primarily for our most strategic and/or complex clients:
Pre-win
- Be able to lead client engagements during pre-win phase in partnership with Sales.
- Support and be able to deputise for Sales lead in commercial discussions with client and internally.
- Own response to service elements of Requests For Proposals (RFPs), pitches & initial due diligence events.
- Establish client service intent and map to the firm’s capabilities.
- Discuss & start to manage service expectations with the client.
- Identify and begin to investigate/challenge potential service complexities.
- Take the lead in influencing across the firm to identify and drive solutions to service needs.
Onboarding, implementation and change
- Proactively lead client engagement throughout event on behalf of the firm, ensuring Sales lead is kept informed as appropriate.
- Drive negotiation of client contractual documentation in partnership with the Sales lead and our contracting experts.
- Engage internal teams as required and own event from client perspective.
- Ensure clear understanding of client service intent internally as this evolves.
- Finalise mandate guidelines/restrictions and rebate terms with the client and ensure correct coding internally.
- Agree and document proposition with client & internally.
- Provide / set up provision of required (e.g. regulatory) information to client.
- Support client through necessary documentation/due diligence requirements (AML/KYC, etc.).
- Verify that service setup and first deliverables match client expectation.
Ongoing client experience
- Be able to own and lead the ongoing client relationship, partnering appropriately with Sales colleagues to ensure a unified overall client engagement experience. For some clients you will be the lead relationship manager, whereas for others you will share this responsibility with Sales.
- Alert the Sales team to potential cross-sell, up-sell or defence opportunities arising from client engagements and support/be able to deputise for Sales in commercial discussions where necessary.
- Be accountable to the client for the resolution of investment- and service-related issues/opportunities and changes, leading and coordinating with responsible internal teams to ensure accurate and timely delivery.
- Co-ordinate and own prep, meetings and follow-up for ongoing events such as due diligence and investment review meetings.
- Navigate the firm for the client (e.g. bringing the right experts into the client meeting for specific investment and servicing topics), using senior influencing skills to accelerate the right client and firm outcome.
- Proactively monitor delivery vs proposition, including sign-off where required for service deliverables, and achieve an accelerated positive outcome to areas of inefficiency/performance challenges.
- Proactively identify client impact due to regulatory/industry change and commission necessary response internally and with clients.
- Proactively identify and drive client specific & thematic improvements to their experience.
- Conduct periodic service reviews with the client and consult with them to achieve a better client experience
In addition, we expect you to play a leading, active role in driving and supporting the strategic goals of the Client Management function, such as:
- Building and effectively influencing across senior-level and strategic internal partnerships across our firm to drive better outcomes for our clients and our partners with minimal need to involve/escalate to CM/Distribution leadership.
- Working with Client Management leadership to identify and migrate activities to the relevant centre of expertise.
- Identifying and driving opportunities for consistency of engagement and delivery across regions. Identifying and driving process efficiencies, simplifying/enhancing controls and designing/providing management information to help us manage our team and client experience more effectively.
- Contributing strongly to the design and delivery of strategic change across the team.
- Being a role model as a steward of the firm and the client experience, as well as guiding other team members to deliver impactful change.
- Setting the tone for the team through personal behaviour and (formal or informal) people leadership.
- Actively promoting the brand of Client Management across the firm.
To be successful in this role you will have
- Significant and relevant Institutional client relationship management experience, including experience of LDI and Segregated.
- Deep relevant subject matter expertise in current role.
- Strong investment management experience including thorough understanding of fund management, financial instruments, administration processes, performance analysis and reporting.
- Must be a structured individual with a proven track record of strong workflow management and project management skills.
- Proven experience in building a relevant network of peers and stakeholders and a proven ability to negotiate and influence across the business at a senior level.
- Strong ability to work with others both in the team and across the business to achieve effective solutions and decisions.
- Excellent listening skills and assertive, empathetic approach to dealing with stakeholders within the business.
- Good self-organisational and time management skills and ability to work under pressure to short deadlines.
- Drive and enthusiasm demonstrated through proactive outcomes to achieve a first-class client management function.
- Ability to make clear decisions and exercise sound judgement; demonstrable problem solving, specifically around data and process.
- Ability to think strategically with a focus on scale and efficiency.
It would be great if you also had
- Investment Management Certificate (or equivalent) and/or CFA preferred.
About Columbia Threadneedle Investments
Working at Columbia Threadneedle Investments you'll find growth and career opportunities across all of our businesses.
We're intentionally built to help you succeed. Our reach is expansive with a global team of 2,500 people working together. Our expertise is diverse with more than 650 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 create bespoke solutions matched to clients' specific requirements.
Columbia Threadneedle is a people business and we recognise that our success is due to our talented people, who bring diversity of thought, complementary skills and capabilities. We are committed to providing an inclusive workplace that supports the diversity of our employees and reflects our broader communities and client-base.
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.
Full-Time/Part-Time
Full time
Worker Sub Type
Permanent
Job Family Group
Sales
