Senior Manager - Client Service Management

Overview

Senior Manager – Client Service Management role at Apex Group Ltd. The Apex Group is a global fund administration and middle office solutions provider with a broad international presence.

The role is based in London/Chelmsford and involves coordinating Sponsor relationships, ensuring service quality, identifying growth opportunities and maintaining sponsor satisfaction across a portfolio.

Role Purpose

Central to the Organization, SRMs are the link between operations teams and Sponsors, working with different people in the organisation to ensure Sponsors are satisfied with all services. You will develop a deep understanding of Sponsors’ strategy, goals and demands, maintaining existing Sponsor book and growing revenues in volume and profitability by delivering high-quality service and identifying growth opportunities. This function provides a focus point for Sponsor services and acts as the first escalation point for service queries.

Responsibilities

• Coordinate activities and retention of Sponsors.
• Manage relationships with a view to profitable growth.
• Engage with colleagues across FundRock locations to support Sponsor needs.
• Develop tailored solutions to improve operational efficiency without compromising service quality while maintaining a low risk profile.
• Broaden connectivity across the Sponsor base and be viewed as a partner integral to their business model.
• Identify upsell/cross-sell opportunities and maintain Sponsor happiness ratings.
• Ensure timely and accurate information delivery and act as first escalation point for Sponsor service queries.
• Oversee onboarding with Sales to establish new client setup; project manage initiatives and remediation plans.
• Prepare and circulate monthly Service Review Calls/Meetings with Sponsors and administrators as required.
• Manage SLA breaches and resolve issues with prompt follow-up; produce Sponsor action points and remedial action plans as needed.
• Develop and maintain account plans; support review meetings and coordinate with Operations, Compliance, Risk and other functions.
• Create dashboards to monitor performance and ensure efficient, coordinated delivery and client satisfaction.
• Communicate Sponsor issues to Senior Management and contribute feedback on product functionality and trends.
• Produce Service Quality (MI/KPIs) reporting and regular operational packs for Sponsors.

Experience and Qualifications

Experience: The following skills & experience are relevant to the role

Entry Level

• Knowledge of UK ACD and UK UCITS market and regulations
• Knowledge of UK Fund Accounting, Transfer Agency, Depositary and Custody desirable
• Knowledge of broader financial markets and products
• Experience within CSM, RM or Sponsor Service preferred
• Ability to build and develop strong internal/external relationships

Experienced Level

• Ability to tailor services and grow relationships across diverse cultures
• Ability to prepare and deliver fund industry presentations
• Networking skills; ability to follow project plans and deliver on time
• Proven track record in Organic/New business growth

Other Significant Role Requirements

• Excellent communicator; strong Sponsor management and presentation skills
• Experience in writing Account Plans, Remedial Action Plans and Project Plans
• Sponsor take-on and transitions delivered to plan, on budget and on timetable

Scope of Role

• Ability to independently manage Sponsor relationships and Sponsor projects

Technical Knowledge

• Proven knowledge of UK UCITS, NURS and Investment Trusts

People Management

• Ability to work with different operational areas, industry groups and cultures; collaborate with internal teams to address Sponsor’s needs

Disclaimer

Unsolicited CVs from recruitment agencies will not be accepted. Apex operates a direct sourcing model; where agency assistance is required, engagement will be through exclusive recruitment partners.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Business Development and Sales