Senior Client Service Operations Manager

gam; Dublin; On-site; EUR 90,000 - 120,000; Full time

Job summary

GAM is seeking a Senior Client Service Operations Manager within Distribution to lead onboarding, governance and the operating model. You will serve as the primary operational relationship manager for key distributors and service providers, driving efficient onboarding, servicing and support.

You will partner with internal teams and external providers like FundRock and Apex to simplify processes, strengthen controls and enhance service delivery, while embedding a culture of client excellence

Qualifications

• Significant experience within asset management, fund distribution, transfer agency or client servicing.
• Strong understanding of fund distribution models, intermediary relationships, platforms and transfer agency operations.
• Experience working with ManCos, transfer agents and outsourced service providers.

Responsibilities

• Coordinate distribution onboarding and relationship management with FundRock and internal stakeholders.
• Translate commercial requirements into operational and regulatory requirements for providers.
• Coordinate third-party introducer arrangements and related activities with Legal and service providers.
• Act as a key contact for distributor onboarding and ongoing relationship management.
• Ensure fee schedules reflect agreed arrangements and trailer fees.
• Liaise with clients, GAM legal/compliance to resolve distributor issues.

Skills

Asset management

Fund distribution

Transfer agency

Client servicing

Intermediary relationships

Tools

FundRock

Apex

Job description

AMBITIOUS? BRIGHT? RIGHT?

GAM is one of the world's leading independent asset managers. We provide differentiated active investment solutions and products for institutions, financial intermediaries and private investors.

Together we share a common set of values rooted in teamwork, integrity, entrepreneurial flair and professional excellence.

Our employees are our most valuable asset. Being able to offer an attractive work environment where talented minds from various backgrounds are keen to work is key to the long‑term success of our company. We firmly believe in the importance of maintaining the open culture of a small company, aiming to avoid bureaucracy and encouraging a flexible, accessible and hands‑on working style across the Group. In turn, our people reward us with their loyalty.

Function:

Distribution

Department:

Investments Business Management

Purpose

Distribution Management is responsible for delivering a seamless client and distributor experience across GAM's fund range. Acting as a centre of excellence, the team supports regional sales teams through distributor onboarding, agreement management, distribution remuneration, service provider oversight and operational governance. The team works closely with internal stakeholders including Sales, Legal, Compliance, Finance, Product, Operations and Investment teams, as well as external service providers including FundRock, Apex, transfer agents and distributors.

The Senior Client Service Operations Manager is responsible for the implementation, oversight and continuous improvement of GAM's distribution operating model. The role serves as the primary operational relationship manager for key distribution partners and service providers, ensuring efficient onboarding, servicing and support of distributors, platforms and intermediaries. The individual will drive operational excellence, strengthen governance and controls, and partner with internal and external stakeholders to deliver a high‑quality client experience. The role also drives the ongoing evolution of GAM's distribution operating model, partnering with FundRock, Apex and 1741 to simplify processes, strengthen controls and enhance service delivery.

Key Responsibilities

Distribution Onboarding & Relationship Management

• Coordinate distribution onboarding calls with FundRock and internal stakeholders, ensuring accountability and progress, while maintaining agendas and action logs, and timely completion of onboarding activities.
• Translate commercial requirements from Sales into operational and regulatory requirements for FundRock and other service providers.
• Coordinate third‑party introducer arrangements and associated operational activities in conjunction with Legal and service providers (FundRock, Apex).
• Act as a key point of contact for distributor onboarding and ongoing relationship management.
• Ensure fee schedules accurately reflect agreed commercial arrangements and trailer fees.
• Liaise with clients, FundRock and GAM legal and compliance to resolve distributor agreement issues.

Distributor, Agent & Platform Support

• Support FundRock and Apex with distributor, agent and operational queries.
• Respond to platform‑related enquiries from Sales teams, distributors and FundRock.
• RoomZero AUM & Flow system - client matching, breakdown extraction, training and support.
• Act as a central contact for trailer fee enquiries, and liaise with Apex trailer fee team to investigate and resolve issues.
• Support fee reconciliations and operational queries relating to distribution remuneration.
• Review and validate introducer estimates, invoices and reporting extracts.

Escalations

• Contribute to Apex Steering Committee meetings and raise any issues and potential improvements to the service.
• Monitor progress of remediation actions and ensure timely resolution of escalated issues.
• Investigate and resolve complex operational issues affecting distributors and clients.
• Track remediation activities and ensure timely closure of agreed actions.
• Identify root causes and contribute to long‑term process improvements.

Distributor Communications

• Coordinate distributor communications relating to fund and product changes.
• Identify and communicate upcoming distribution initiatives, product launches and operational changes.
• Participate in Distribution Leadership Group meetings.

Client Service & Query Resolution

• Respond to client enquiries received directly and via Apex.
• Provide fund, account and operational information to distributors and investors where appropriate.
• Manage client complaints in conjunction with Compliance, Product Specialists and other stakeholders.

Knowledge & Experience Required

Essential

• Significant experience within asset management, fund distribution, transfer agency or client servicing.
• Strong understanding of fund distribution models, intermediary relationships, platforms and transfer agency operations.
• Experience working with ManCos, transfer agents and outsourced service provider