Client Manager

WHO WE ARE
Aberdeen Investments is part of Aberdeen Group plc, one of the UK’s leading Wealth & Investments groups. Strengthening talent and culture is one of our strategic priorities. We strive to make Aberdeen a great place to work so that we can attract and retain the industry’s best talent. Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients, customers, colleagues, shareholders and society. We are repositioning our specialist asset management business to meet client demand and are committed to providing excellent client service, supported by leading technology and talent.
 
As a global business, Aberdeen consists of three divisions: Investments, Adviser, and interactive investor (ii). Each division is dedicated to meeting and adapting to our clients' evolving needs.
 
In the Americas, our sole focus is on the investments business. We have offices in Philadelphia, New York, Boston, Miami, and Sao Paolo. Our breadth of experience gives us close proximity to the companies we invest in and the markets we operate in.

KEY RESPONSIBILITIES:
 

Delivering Excellent Client Service

• Responsible for managing the servicing provision of an allocation of clients and providing adequate cover for team members during absences.
• Managing client queries and requests for information in a timely, accurate and professional manner.
• Source of knowledge of internal and external processes which impact clients.
• Owning segregated client lifecycle events, including onboarding, mandate changes or terminations.
• Overseeing client onboardings in Aberdeen pooled products which utilise third party administrators and other Aberdeen servicing teams.
• Working with internal teams and our external third-party suppliers to effectively resolve any issues, highlighting to the client where necessary and escalating any potential risks through appropriate business streams.
• Input into product and mandate launch processes by assisting with defining onboarding and servicing processes prior to launch.
• Managing changes to clients’ legal documentation and communicating requirements to the relevant teams and ensuring any issues are resolved promptly.
• Overseeing the implementation of client-specific reporting to ensure these are issued timely and accurately.
• Overseeing client-specific fees to ensure invoices are processed and issued timely and accurately.
• Overseeing cashflow and dealing requests.
• Assisting with collation of AML/KYC/CDD documentation from clients in partnership with the designated KYC Operations Team.  Challenging requirements where appropriate to reduce client impact while ensuring our regulatory obligations are met.
• Providing feedback/insight on client requirements to the wider team so to share information and allow identification of common themes and trends.
• Representing the voice of the client on company driven projects to ensure effective implementation does not compromise the client service experience.   Manage the communication of such changes to our clients, with the support of other teams where required and escalate any issues that may arise.

Building Relationships

• Acting as the principal point of contact for clients and strengthening and deepening these working relationships.
• Working closely with Relationship Managers to share information and keep them briefed on their relevant client activity.
• Working collaboratively with colleagues within the Client Service team and across the rest of the organisation including Investment teams, Operations, Legal, Finance and Compliance to ensure client expectations are being met.

Working Within Required Control Framework

• Minimising potential risks to the business by following agreed processes and procedures and reviewing the documenting of these where necessary.
• Ensuring breaches, errors, issues and complaints are logged and resolved as required.
• Highlighting any potential enhancements to the control environment to continuously improve team processes and procedures. 

Digitisation and Automation

• Creating and maintaining central client records for regulatory and internal purposes to enable accurate reporting and management information.
• Maintaining internal systems with accurate client data within the Aberdeen data infrastructure to drive automated processes and ensure quick and accurate decision making.
• Embracing new ways of working and technological advancements including automation and AI.
• Maintaining and updating internal procedures as needed.

QUALIFICATIONS:

• Four-year undergraduate degree, preferably in a business-related field.
• 5 to 6 years’ experience within the asset management industry, preferred
• Series 7 & 63 licenses required.
• Ability to commute into Aberdeen’s Center City Philadelphia office 3 days a week minimum, per our hybrid schedule.
• Experience in servicing institutional clients is preferred.
• Background knowledge with KYC/AML procedures and protocols is highly desired.
• Attention to detail and teamwork are of the utmost importance.
• Ability to autonomously work under pressure and within tight deadlines especially at month and quarter end to meet internal and external requests.
• Excellent written and verbal communication skills.
• As a global organization, this person will need to liaise with internal US colleagues as well as teams overseas in the daily course of business.  Ability to foster strong working relationships is a key component of this role.  
• Natural curiosity, desire to learn, and willingness to adapt as business needs change.
• Proactive approach to the role and supporting the needs of the team.

Our Benefits:

When you join Aberdeen, you will be rewarded with a comprehensive benefits package that invests in each employee’s financial future, health and well-being. We offer a range of benefits to meet your family’s needs and employees are immediately eligible to begin participating. We have an environment where you can learn, get involved and be supported. 

What We Offer:

• Best in class Medical, Dental, and Vision plans with well-known carriers; Telehealth and Health Concierge services.
• Health, Dependent and Commuter Flexible Spending Plans.
• Employer provided Life Insurance, Critical Illness Insurance, Short Term and Long-Term disability with additional optional coverage options.
• Investing for your Future - 401(k) Retirement Savings plan with top notch company Profit Sharing contribution which is immediately vested!
• Generous time off starting day one with 4+ weeks annual vacation plus 9 paid holidays.
• Paid Parental, Adoption, and Family Sick/Caregiver leave programs.
• Volunteer Days and Study Time to focus on what is important to you!
• Make a donation to your favorite Charity and Aberdeen will match up to $500 per year!
• Employee Assistance, Travel and Discount Programs. From helping you navigate the healthcare system, to providing resources and assistance to parents and caregivers of children with development disabilities.
• Flexible, voluntary benefits including Accident Insurance, Identity Protection, and Legal Assistance.
• Wellness program including Nutritional Counselling and Gym Membership Reimbursements.

How We Create Value:

• Our strategic drivers are the foundations from which we deliver for all our stakeholders: High Impact Intelligence, Enduring Relationships, Connections without borders and Future fit. You can find out more about our values here.

Our Inclusive Culture:

• We are committed to exploring the possibilities of working smarter. This means we’d like to hear from you, whatever way you like to work.
• We have a long-term commitment to building inclusive workplaces; we value diversity in our workforce and welcome enquiries from everyone. If you need assistance or a reasonable adjustment due to a disability please let us know as part of your application and we will assist. You can find out more about our inclusive culture here.
• Aberdeen is an affirmative action - equal opportunity employer.