Client Relations Manager

Puma Capital Group; Birtley Green; On-site; GBP 55,000 - 85,000; Full time

Job summary

Puma Capital Group is seeking a Client Relations Manager to deliver high-quality, compliant, and engaging interactions with investors and advisers. You will work with internal teams to support fundraising efforts and ensure communications are accurate and timely.

You will also streamline processes and drive initiatives with the Head of Client Relations. Key responsibilities include managing workloads across the team, handling escalated queries, line management, processing client redemptions and

Qualifications

• Client-facing experience in Asset Management or Financial Services
• Proven ability to handle queries and complaints via email/phone
• Knowledge of financial products and tax-efficient investments
• Ability to prioritise workloads and manage team workload
• Strong attention to detail and accuracy
• Excellent communication across all levels
• Ability to train and review new joiners
• Proactive in identifying process improvements
• Familiarity with AML/KYC policies

Responsibilities

• Manage day-to-day workloads across the team while meeting deadlines
• Handle escalated queries and complaints quickly and effectively
• Line management and performance development of team members
• Oversee client redemptions and transfers processing
• Respond to investor/adviser/third-party queries within SLAs
• Perform KYC/AML checks where required
• Maintain electronic client records across systems
• Assist with training and onboarding of new joiners
• Drive client experience and retention initiatives
• Support annual investor events
• Share client feedback with management to improve service
• Record and escalate complaints and incidents per policy
• Perform four-eye checks on instructions
• Carry out other ad hoc duties

Skills

Client facing

Communication

People management

KYC/AML knowledge

Attention to detail

Organisational skills

Event coordination

Problem solving

Education

Investment Operations Certificate (IOC)

Investment Management Certificate (IMC)

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

The Client Relations Manager will play a key role in delivering high-quality, compliant, and engaging interactions with our investors and advisers.

The role is responsible for delivering exceptional service to our clients (retail investors and financial intermediaries) and working collaboratively with internal business units to help support the business' fundraising efforts. The individual will have strong knowledge across Puma's entire product range, ensuring communications with clients are both accurate and timely. They will also support other team members in their day-to-day roles. In addition to day-to-day responsibilities, the individual will look to streamline, digitise and automate manual processes, to increase efficiencies within the team and work closely with the Head of Client Relations to drive new initiatives and positive engagement with our underlying client base.

• Responsible for day-to-day management of workloads across the team, ensuring compliance with both internal and external deadlines
• Take ownership of escalated challenging queries and complaints raised by both colleagues and external clients ensuring these are resolved quickly and effectively
• Line management of team members, responsible for goal setting, performance management and career development in line with the Puma values
• Ownership of the client redemptions and transfers processes, ensuring they are processed quickly and accurately, following the pre-agreed processes
• Respond to incoming investor, adviser and third-party queries via phone, email and post in an accurate and timely manner and within the set SLAs
• Processing of legal documents for investors and their estates and conduct KYC and AML checks, where required
• Maintain electronic client records in an orderly and comprehensive manner across multiple systems and third-party partners
• Assist with training and reviewing work for new joiners
• Ownership of client experience/retention initiatives, as agreed with the Head of Client Relations
• Maintain electronic client records in an orderly and comprehensive manner across multiple systems and third-party partners
• Support the organisation and execution of annual investor events
• Ownership of client experience/retention initiatives, as agreed with the Head of Client Relations
• Share client feedback directly with management and identify opportunities to improve service and increase efficiencies within the team
• Follow team and business policies and procedures, ensuring any complaints and/or operational incidents are recorded and escalated to management in a timely and accurate manner
• Complete four-eye checks on instructions as required
• Other ad hoc duties as requested from time to time

• Demonstrable experience in a client facing role gained within Asset Management or Financial Services
• Proven experience of handling and resolving client queries and complaints via email and phone, operating in a professional and confidential manner
• Demonstrable understanding of financial products, with a knowledge of the tax- efficient investment sector being highly beneficial
• Able to effectively prioritise workloads and to understand the workloads across the team, responding accordingly
• Strong attention to detail, accuracy and accountability
• Ability to communicate effectively at all levels of the organisation as well as with external stakeholders
• Desire to provide quality service and support
• Good proficiency with Word, Excel, PowerPoint and Outlook
• Good understanding of AML/KYC policies and procedures
• Interest in pursuing the Investment Operations Certificate (IOC) or Investment Management Certificate (IMC) and expectation to complete Intelligent Partnership Qualification (VCT, EIS, BR) within 3 months of employment

Personal Attributes

• Kind
• Values-driven
• Excellent communicator
• Adaptable and willing to get stuck into whatever needs doing
• Depth of character and gravitas but operating with humility
• Proactive, with the drive and attitude to excel in a high performing environment whilst maintaining high levels of integrity
• Energy, dynamism, and passion for complex business challenge
• Organised, rigorous and disciplined
• Pragmatic and practical