Client Manager (Institutional)

About Columbia Threadneedle Investments

Working at Columbia Threadneedle Investments you will find growth and career opportunities across all of our businesses. Our reach is expansive with a global team of 2,300 people working together. Our capability is diverse with more than 550 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.

Job Description

Where you’ll fit in & what our team goals are…

How you will spend your time...

• You will own the ongoing relationship and experience for existing and new Institutional clients in line with our contractual agreements and Columbia Threadneedle standards.
• As a Client Manager, you are expected to perform many, or all, of the following responsibilities, primarily for our larger and/or more complex client relationships.

Pre-win

• Establish client service intent and map to the firm’s capabilities.
• Establish & start to manage service expectations with the client.
• Identify and begin to investigate/challenge potential service complexities.
• Start to identify and drive solutions to service needs.

Onboarding, implementation and change

• Manage client engagement throughout event including negotiation of client contractual documentation in partnership with 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

• Own the ongoing client relationship, partnering appropriately with Sales colleagues to ensure a unified overall client engagement experience.
• Alert the Sales team to potential cross-sell, up-sell or defence opportunities arising from client engagements.
• Be accountable to the client for the resolution of investment- and service-related issues and changes, coordinating with responsible internal teams to ensure accurate and timely delivery.
• Navigatethe firm for the client (e.g. bringing the right experts into the client meeting for specific investment and servicing topics).
• Proactively monitor delivery vs service proposition, including sign-off where required for service deliverables, and address areas of inefficiency/performance challenge.
• Proactively identify client impact due to regulatory/industry change and commission necessary response internally.
• 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 an active role in supporting the strategic goals of the Client Management function, such as:

• Building internal partnerships across our firm to drive better outcomes for our clients and our partners.
• Working with the team to identify and migrate activities to the relevant centre of expertise.
• Contributing to 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 to the delivery of strategic change across the team.

To be successful in this role you will have...

• Established, proven Institutional client relationship management experience, specifically including experience of Segregated mandates.
• Investment management experience including solid understanding of fund management, financial instruments, administration processes, performance analysis and reporting.
• 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; ability to work under pressure to short deadlines.
• Drive and enthusiasm demonstrated through strive to achieve a first‑class service management function.
• Ability to make clear decisions and exercise sound judgement; demonstrable problem solving, specifically around data and process.

In‑Office Collaboration

We are a client‑centric, relationship‑based business. Working together, in‑person, is foundational to how we achieve results. By fostering a culture of face‑to‑face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week. Some roles may require additional in‑office time or different in‑office expectations, and specific requirements will be discussed during the hiring process.

Full‑Time/Part‑Time: Full time

Worker Sub Type: Permanent

Job Family Group: Sales

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 fostering an inclusive and performance‑based culture where everyone can belong, grow, contribute and realise their potential. 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.

Columbia Threadneedle Investments is an equal opportunity employer. We consider all qualified applicants without regard to racial or ethnic background, religion or belief, sex or gender, nationality, genetic information, age, sexual orientation, gender identity, disability, marital status, pregnancy or maternity or any other basis prohibited by law. We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to aid your participation in the application or interview process, speak to your recruiter to discuss how we can support you.