Head of Europe Client Services
vor 2 Monaten
At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve our vision we’re looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.
We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.
Head of Europe Client Services
The Role:
The role sits within the Global Client Services Delivery team. 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 excellent service. 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 lead the delivery of client service in your region (Europe) by working as the line manager for your local service delivery team to ensure client service activities are carried out in line with the global client service experience and local needs within your region. This role requires you to utilise client-facing and stakeholder management skills and to also drive and support change activities for continuous improvement.
The role reports into the Global Head of Client Service Delivery.
Key Responsibilities for this role:
- Line management of the European Client Service Delivery team to delivering client service activities in the region for which you are responsible, aligning the service offering to the global client service experience whilst remaining sensitive to local market needs
- Typical client service activities include:
- _ Assist with onboarding of clients / new business and operational due diligence, building an understanding the client and their requirements_
- _ Liaise with TAs and custodians to assist clients, facilitation and escalation - e.g. account set up for pooled fund clients_
- _ Undertake client set up and change activities, coordinating with relevant stakeholders and aligning to the service catalogue, being the advocate for the client_
- _ Co-ordinate client and regulatory report requests (e.g. audit, regulatory requests)_
- _ Co-ordinate and handle client queries and requests (post-sale)_
- _ Oversee ad hoc subscriptions and redemptions_
- _ Facilitate client drawdowns and distributions for pooled fund clients_
- _ Resolve client issues (e.g. handholding on a settlement) and complaints_
- _ Undertake event-driven communications, e.g. fund corporate actions (wholesale notification obligations), pricing errors, breaches_
- _ Communicate with clients on day-to-day matters, ensuring delivery of their SLA_
- _ Support other parts of the Client Service Delivery team or Sales teams (e.g. liaising on contractual matters, providing cover)_
- _ Work closely with key stakeholders to support relationships - e.g. attendance at client meetings, liaising with fund managers and fund manager assistants and custodians_
- _ Provide MI to senior management_
- _ Collaborate with local client-facing teams in Sales and Investment to ensure a seamless and excellent client service experience_
- Ensure your team fully adopt global Client Service Delivery processes and supporting systems for an efficient, consistent and high quality client service experience
- Ensure all client servicing systems (e.g. Service Catalogue, Onboarding, Query Management) are used correctly by the team and kept up-to-date to maintain visibility of service standards and trends and to share visibility of client interactions with other client-facing teams
- Work with the Client Service Enablement team to ensure consistent, high quality service delivery in line with standards
- Raise new or emerging requirements with Client Service Enablement team to review in line with the service catalogue or specific capabilities
- Collaborate with other regional heads and Global Client Service Delivery team management to share ideas and support client activities between regions where required
- Work closely with key stakeholders in region, in particular country heads and heads of channel to support the overall client engagement lifecycle, including the
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