Senior Manager - Client Service Management

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Role Purpose:

Central to our Organization, SRM’s are the link between the operations teams and the Sponsors, working with different

people in the organisation to ensure that Sponsors are satisfied with all our services.

You will have to develop a deep understanding of the Sponsor’s strategy, goals and future demands, being responsible

for maintaining existing Sponsor book and ensuring that the revenues of the Sponsor’s portfolio grow, both in volume

And In Profitability.

You will achieve this by ensuring a high standard of service delivery and identifying growth opportunities. This function

provides a focus point, both internally and externally, for the services of the firm to a certain number of its Sponsors. This

position is directly responsible for the Sponsor satisfaction for those relationships and is also responsible for the timely

and accurate delivery of information. This position is acting as the first escalation point for any service queries of the

Relevant Sponsors.

The role is based in London/Chelmsford and you will work closely with the internal business areas in all locations.

Experience in the operations of investment management would be useful.

• To co-ordinate all activities and retention of our Sponsors.
• Manage relationships through a ‘net’ perspective ensuring profitable growth opportunities.
• Wide ranging engagement with colleagues in all FundRock locations.

Key Role Deliverables:

• Work with the business areas to develop tailored solutions to ensure operational activity can be as efficient as possible without compromising service quality while maintaining a low risk profile.
• Continuously broaden our connectivity across the Sponsor base to ensure we are viewed as a partner integral to their business model.
• Constantly explore and develop FundRock upsell/cross sell opportunities.
• Obtain detailed understanding of ’s business model/products/strategy/operational requirements/Key Challenges/Competitors.
• Ensure that adequate legal agreements are in place to cover services and risks.
• Act as a first escalation point for issues for any service query for their Sponsor relationships and their related third parties, ensure prompt follow-up escalation where required.
• Ensure a high quality, efficient and timely professional service and that at least monthly Service Review Calls /Meetings are held with each Sponsor relationship and their relevant administrator where required.
• Manage SLA breaches, conflict, communications to the Sponsor ensuring matters are resolved rapidly
• Onboarding – work alongside onboarding / sales to establish new client setup
• Project manage new initiatives or client remediation plans / changes being rolled out
• Ensure Sponsor happiness ratings are accurate and match the views of the Sponsor
• Assist in the resolution of complex matters adding value to our Sponsors
• Build and maintain account plans for each Sponsor relationship assigned to you.
• Facilitate review meetings.
• Work closely with Operations / Compliance / Risk and other day to day functions to deliver the contracted range of services within agreed service levels.
• Create a RAG status for each Sponsor and produce /enforce remedial action plans for any relationships at risk.
• Build and maintain trusting and valuable relationships across the firm to maximise efficient deliveries and resolution of issues.
• Ensure a timely preparation of operational and review packs liaising with internal departments where required.
• Act as the first point of contact for the Sponsor.
• Ensure the circulation of all action points arising from review meetings and the follow up in a timely manner.
• Develop-improve dashboards where necessary in order to improve efficiency and coordination, monitoring and assuring client satisfaction.
• Hands on engagement in issue resolution as part of the escalation process beyond the day to day.
• Responsible for communicating relationship issues to Senior Management teams across FundRock and leading our response to the.
• Provides feedback on product functionality and future trends to business heads.
• Issue MI and KPI information in a timely manner.
• Issue various daily, weekly and monthly reporting in a timely manner.

Experience: The following skills & experience are relevant to the role

Entry Level

• Ideally has previous experience or knowledge of a UK ACD
• Knowledge of UK UCITS market and Regulations
• Knowledge of UK Fund Accounting, Transfer Agency, Depositary and Custody desirable.
• Knowledge of broader financial markets and products
• Previous experience of within CSM, RM or Sponsor Service preferred
• Able to build and develop strong relationships (internal/external)

Experienced Level

• Ability to tailor services and to grow relationships with different cultural backgrounds
• Ability to prepare and deliver fund industry related presentations
• Networking skills
• Ability to follow / agree project plans and to deliver projects on time
• Proven track record in respect of Organic / New business growth

Other Significant Role Requirements: Listed below are any further key factors which have a bearing on being able to perform the role effectively

• Excellent communicator
• Excellent Sponsor Management and presentations skills
• Experience in writing Account plans / Remedial Action plans and Project plans
• Sponsor Take-on and Transitions are delivered to plan, within budget and to timetable.

Scope Of Role:

• Ability to independently manage Sponsor relationships / Sponsor projects.

Technical Knowledge:

• Proven technical knowledge of UK UCITS, NURS and Investment Trusts

People Management

• Able to work with different operational areas, industry groups and cultures
• Collaborating with internal teams to address Sponsor’s needs.
• Sponsor / Market facing role

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.