Role Summary
The Client Service Team supports clients through their whole life cycle with Russell Investments. This ranges from helping to win new business, to providing first class support to clients and intermediaries either directly or via the EMEA Relationship Managers to retain their business.
The role supports clients through their whole life cycle with Russell Investments and key duties include:
Helping to win and onboard new business.
Providing first class support to clients and intermediaries either directly or via the EMEA offices in order to retain their business.
Co-ordinating the onboarding and ongoing support of EMEA FM and OCIO clients, escalating and managing situations to ensure an efficient process.
Assisting Russell Investments' platform service clients on a broad range of fund administration-related issues to retain and expand client relationships.
Leading regular meetings, preparing presentations and ensuring queries are responded to in an accurate and timely manner.
Compiling, checking and distributing both ad-hoc and regular client reporting and audit requests.
Assisting with the oversight and distribution of client reporting and audit requests, providing support and guidance as appropriate.
Liaising effectively with relevant internal business departments to respond to queries accurately and in a timely manner.
Leading and participating in complex projects to implement new regulatory and product changes.
Ensuring there is a consistent focus on enhancing process and updating procedures.
The position supports our Fiduciary Management and OCIO clients as well as our Asset Management clients (Institutional and Retail) in the EMEA region.
This is a 12-month fixed term contract role.
The responsibilities of the individual in this position include:
Client Onboarding
Leading and participating in onboarding projects for the onboarding of new clients and distribution relationships as required, providing a central point of contact for the client and the business.
Ensuring clear communication with relevant parties and making certain all documentation is received for account set up (including AML).
Making sure there is an awareness of prospects, new clients, and investors, working with the EMEA Sales and Relationship Teams where required to ensure that the Client Service Team can meet their ongoing requirements in a structured and scalable manner.
Client Retention
Supporting the Relationship Managers in promoting RI products and services and ensuring we are the preferred service provider.
Co-ordinating and participating in the daily processes for FM/OCIO clients, including the processing of cashflow and investment instructions.
Supporting the creation and delivery of periodic reports and audit requests for existing clients, ensuring both accuracy and timeliness.
Assisting in the management of the team inbox, ensuring both internal and external queries are responded to in an efficient and timely manner.
Providing support to team members as needed.
Platform Support
Building strong relationships with existing platforms maximising retention.
Overseeing servicing, pre-empting/resolving issues and escalating business risks where required.
Ensuring service deliverables are met.
Ensuring sustained knowledge of Russell Investments' business and capabilities, as well as Irish/European regulation and compliance issues.
Logging all calls, pertinent emails and meetings in Client Relationship Management system (CRM).
Completing meeting notes for each client touch point
Internal Business Support
Contributing to the development and improvement of processes that support client requirements across EMEA GTM.
Leading and participating in projects that support new business initiatives, regulatory and product changes.
Assisting in the management of the Client Service Team relationship with external service providers, controlling issues through to resolution and identifying trends.
The successful candidate will have extensive demonstrable skills and experiences including the following:
Undergraduate Degree or equivalent experience / qualification.
Candidates who are studying, or intending to study for IMC or CFA (or other finance related professional qualifications) will be preferred.
Previous experience carrying out a similar role within a financial services/investment organisation.
Experience of working with a broad range of clients, including institutional clients and distribution relationships in the EMEA Region.
Working knowledge of the asset management industry and investment products, including funds.
Proficient in Microsoft suite (Excel, Word, PowerPoint) Intermediate to advanced Excel skills preferred.
Excellent administrative, problem solving, project managing and decision-making skills.