At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our clients.
We thank you for your interest in joining the Barings team, and invite you to explore our current employment opportunities.
Title: Client Service Manager
Business Unit: Client Experience, Global Client Group
Location: Zurich, Switzerland
Barings is a leading global financial services firm dedicated to meeting the evolving investment and capital needs of our clients and customers. Through active asset management and direct origination, we provide innovative solutions and access to differentiated opportunities across public and private capital markets. A subsidiary of MassMutual, Barings maintains a strong global presence with business and investment professionals located across North America, Europe, and Asia Pacific.
Job Summary
The main purpose of this role is to be responsible for the successful execution of day-to-day client servicing activites and resolution of administrative and operational client queries, acting as the key daily contact point for designated Wealth clients in Europe and delivering exceptional client experience.
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. A key component for success will be providing expert, tailored experience appropriate for clients in this region and channel.
Primary Responsibilities
- 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, CPM, product management, client reporting, onboarding, investor relations, legal, compliance, data, technology and operations as needed to provide data and information and to resolve queries and issues, including setting up distribution agreements, adding funds to platforms, SLAs, retrocessions and fee agreements.
- 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, CPM, product management, marketing, communications, legal and compliance to agree messaging and timing. Examples include:
- Client reporting
- Non-investment personnel changes
- Organisation changes/ developments
- Webinar invitations
- Shareholder notices
- Attend client meetings and conference calls when required, coordinating the agenda and materials when agreed with sales/ investment partners. Coordinate, prepare and host client operational due diligence meetings.
- Ensure systems such as Client 360 and Salesforce are updated with all relevant client data, information and interaction, alongside proactive communication with sales/ relationship team on issues, opportunities and developments. Maintain accurate client distribution lists.
- Oversee client service levels - coordinate initial assessment, monitor on an ongoing basis through Client 360 database and escalate issues related to changes in client service experience.
- Resolve client reporting issues and ensure demand management process is followed for all new or enhanced reporting requests.
- Provide client service coverage for Barings’ client base as needed to support colleagues in the Client Service Group.
- Contribute proactively to plans and projects to improve client experience and engagement.
Qualifications
- 3-4 years of experience in a previous Client Service role within Asset Management
- Experience of providing excellent client service to Wealth clients in Switzerland/Europe
- French/German speaker preferable, Swiss German advantageous
- Educated to Bachelor degree level
- 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
- Effective collaborator with an ability to work with multiple teams, clients, and investment professionals
- A desire to make an impact as part of a client facing function and a fast-paced and collaborative team environment
- Experience with Salesforce CRM advantegous but not essential
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Requisite Skills
Additional Skills
Barings is an Equal Employment Opportunity employer; Minority/Female/Age/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.