Senior Client Service Manager, Europe Client Services - 12 Month FTC

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent. We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.

The Role

The Role sits within the Global Client Services Delivery team as a 12 month Fixed term contract. This team is a core function of the business linking key communications and processes with sales areas, fund management, risk, legal and compliance, reporting and operational departments. Our role is to deliver an industry-leading client experience by gaining an in-depth understanding of our clients’ requirements and becoming their trusted long-term partner; earning trust by focusing on their needs and delivering an excellent client experience.

Excellence means providing a service which is simple, consistent, quick, helpful and insightful for all our clients across the globe, meeting the unique requirements of each sales channel and region. We continue to review our approach to ensure we are structured in a way that enables excellent client engagement, service and satisfaction from M&G.

In this role you will be responsible for the day-to-day management and service delivery in your region and ensure client specific obligations are met and maintained. In addition, you will be required to drive and support change activities for continuous improvement.

Key Responsibilities

• Deliver client service activities for European countries including:

• Facilitate onboarding of clients / new business and operational due diligence, building an understanding of institutional clients, markets and related processes.
• In collaboration with relevant stakeholders based in London and Luxembourg, act as a regular contact point for client queries, ensuring they are answered timely and accurately.
• Liaise with TAs and custodians to assist investors with smooth onboardings, facilitation and escalation – e.g. account set up/closure, monitoring of trades and AML refreshes.
• Undertake client set up and change activities coordinating with relevant stakeholders and aligning to the service catalogue, being the advocate for the client.
• Resolve client issues (e.g. handholding on a settlement) and complaints.
• Manage and update the internal CRM system, cooperating to its enhancement.
• Communicate with clients on day-to-day matters, ensuring delivery of their SLA.
• Communicate proactively with local Sales representatives to be updated on business developments, new clients and expected inflows.
• Work closely with key stakeholders to support relationships – e.g. attendance at client meetings, liaising with fund managers and fund manager assistants and custodians.
• Collaborate with local client-facing teams in Sales and Investment to ensure an excellent client experience.
• Coordinate and host European client Operational Due Diligence meetings in our London Headquarters.
• Ensure client reporting requirements are accurately interpreted and communicated internally to manage client expectations and delivered in a timely manner.
• Collaborate with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customer outcomes and a reduction in M&G’s operational risk.
• Adherence to all controls applicable to the role, ensuring they are conducted appropriately, and relevant Procedure documentation is followed and updated, escalating errors and risks as appropriate.
• Lead and/or participate in strategic projects focusing on the enhancement of the client experience.

Key Knowledge, Skills & Experience

• An understanding of European and Luxembourg Funds and the investment lifecycle.
• Ability to work to deadlines and prioritise.
• At least 5 – 10 years’ experience in Asset Management in a similar role, Investment Management Certificate preferred.
• Excellent communication with the ability to consult effectively with people at all levels.
• Fluent professional English written and spoken. Additional European languages skill is considered beneficial for the role.
• Supporting or covering the manager in their absence.
• Recognised as someone that continuously looks for opportunities to improve the client service experience.
• Ensuring that client service is putting the customer at the heart of everything that we do, demonstrating an in-depth understanding of client requirements and needs.
• Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training.
• Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems.
• Delivers outputs that are clearly defined, using discretion over how to achieve them.
• Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations.
• Demonstrates detailed knowledge relevant to the role, this can include products, business technicalities and differences across clients’ segmentation, market knowledge or foreign language capabilities where required. May also include process knowledge, ability to navigate the organization.

We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a supporter of diversity and inclusion, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions.