Client Service Manager

Job Title: Client Service Manager

Reporting to: Client Service Manager - UK & EMEA

Location: Frankfurt

Overall Purpose of Role

The main purpose of this role is to be responsible for the successful resolution of day-to-day administrative and operational client queries, acting as the key daily contact point for designated clients in the EMEA region, with a focus on German-speaking clients.

This will require commitment and accountability for the success of regular client interactions, as well as responsiveness and strong communication with each client and the sales/ relationship manager. It will also require effective liaison with business partners across Barings, to leverage expertise and meet client expectations and deadlines.

Principal Responsibilities

Client Service

• Work closely with sales/ relationship managers to deliver excellent end-to-end service for assigned clients, develop and maintain a strong understanding of client portfolios and service levels.
• Manage, coordinate and respond to incoming client queries, work collaboratively with internal business partners including sales, product management, client reporting, onboarding, investor relations, legal, compliance and GTO as needed to resolve.
• Partner with the relevant teams throughout the process to onboard new clients/ distributors by proactively staying informed of progress and working alongside the teams to ensure smooth process and resolution of any issues.
• Ensure all responses to client queries and requests for information are clear, accurate, comprehensive and timely.
• Deliver client communications on regular and key events, working with internal business partners including sales, product management, communications, legal and compliance to agree messaging and timing. Examples include:

- Client reporting

- Non-investment personnel changes

- Organisation changes/ developments

- Webinar invitations

- Shareholder notices

• Ensure Salesforce is updated with all relevant client interaction, alongside proactive communication with sales/ relationship team on issues and developments.
• Distribute client reporting to agreed timings and using appropriate suite of reports. Ensure demand management process is followed for all new or enhanced reporting requests.
• Attend client meetings and conference calls when required, with sole responsibility to coordinate, prepare and attend client operational due diligence meetings.
• Maintain accurate database of client/ portfolio information and documentation for use by the broader business, maintain accurate client distribution lists.
• Provide client service coverage for Barings' client base as needed to support colleagues in the Client Service Group.

Client Profitability

• Oversee client profitability - coordinate initial assessment, monitor on an ongoing basis through client profitability database, utilise agreed demand management process for additional servicing requests and escalate issues related to changes in client profitability.

Strategic Projects

• Support key projects arising from the Client Service Group.

Qualifications

• 2-4 years of experience in a previous Client Service role within Asset Management
• Experience of providing excellent client service to clients in Germany specifically is preferable, including working with Kapitalverwaltungsgesellschaft (KVG) structures
• German language speaker essential. French and/or Italian preferable
• Educated to Bachelor degree level, IMC advantageous but not essential
• Good understanding of investment products and concepts
• Strong interpersonal, written and verbal communication skills
• Ability to work in a deadline driven environment and complete tasks that have high visibility
• Demonstrated initiative in problem solving and successful project management
• A desire to make an impact as part of a newly established function and a fast-paced and collaborative team environment
• Experience with Salesforce CRM advantageous but not essential