Senior Client Services Manager - 12 Month FTC

M&G; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

M&G is seeking an experienced professional to join its Global Client Services Delivery team in London on a 12-month Fixed Term Contract. The role involves managing client service delivery, supporting onboarding processes and maintaining excellent client relationships while driving continuous improvements and collaborating across teams to ensure client needs are met effectively.

Responsibilities

• Manage day-to-day client service delivery and ensure obligations are met.
• Support client onboarding and handle client queries timely.
• Coordinate client reporting requirements and enhance controls.

Skills

Client service excellence

Communication

Stakeholder engagement

Problem solving

Job description

At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

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.

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 be responsible for the day-to-day management and service delivery in your region and ensure client specific obligations are met and maintained. In addition, you will be required to drive and support change activities for continuous improvement.

The role reports to the Head of UK Client Services and is a 12-month Fixed Term Contract opportunity.

Key Responsibilities for this role:

• Working closely with UK distribution team to ensure seamless coverage by providing support to the relationships of our UK clients, e.g. attendance at client meetings, liaising with fund managers and fund manager assistants and custodians
• Building an understanding of our clients intricate operating models and unique servicing requirements to provide a differentiated client experience.
• Orchestrating all aspects of client service delivery to UK distribution team through a close communication with London and Luxembourg stakeholders.
• Assisting the client onboarding process, in collaboration with UK distribution team and relevant stakeholders based in London and Luxembourg. Acting as a regular contact point for client queries, ensuring they are answered timely and accurately.
• Own and progress the core operational service offering in partnership with operational teams across the firm, and our third-party providers.
• Co-ordination and hosting of UK client Operational Due Diligence meetings in London office.
• Ensuring client reporting requirements are accurately interpreted and communicated internally to manage client expectations and delivered in a timely manner.
• To collaborate with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G’s operational risk.
• Adherence to all controls applicable to the role, ensuring they are conducted appropriately, and relevant Procedure documentation is followed and updated, escalating errors and risks as appropriate.
• 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)
• Lead and / or participate in strategic projects focusing on the enhancement of the client experience

Key Knowledge, Skills & Experience:

• Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training
• For team leaders, accountable for ensuring the team the role supports is delivering a quality service or product
• Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems
• Delivers outputs that are clearly defined, using discretion over how to achieve them
• Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations

Work Level: Experienced Colleague

Recruiter: Andre Martin-Comrie

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a Disability Confident Leader , and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.

Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional need,pleaselet usknow by contacting us at: [e-mail]