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Role Overview Working in a team of Client Managers and Client Executives providing an intensive, responsive and proactive level of service to our clients. The Client Executive must understand the needs of the team's client base and deliver a high quality service. The Client Executive must generate confidence and gain the respect of clients, consultants and Client Directors, thus becoming a trusted delegate for Client Directors by fielding client queries.
Overview of key responsibilities
Responsibility to pay due regard to the interests of our clients and treat them fairly, ensuring that any information provided to clients on products and services is clear and useful, enabling them to understand fully what they are being offered. The role also requires familiarity with the team's current procedures, FCA compliance requirements, and the principles behind 'Treating Customers Fairly'.
The Client Executive will:
Uphold and support the values and brand of Schroders to our clients.
Demonstrate role model behaviour and attitude.
Support and contribute proactively to the account planning process.
Gather client intelligence, sharing and generating insight about the client needs.
Be able to add value to the QIR given your understanding of the client.
Support and proactively identify continual improvements to our service.
Take a broader perspective than just day-to-day tasks: business, client service and clients.
Participate in client events and meetings (Trustee Training, client update meetings, conference calls etc).
Details of key responsibilities
External relationship management
Responsibility for day-to-day servicing of a shared client base to ensure consistent delivery of a high quality and seamless service offering.
Develop relationships with clients and their consultants, especially their administrative/operational counterparts.
Attain an in-depth understanding of the needs of clients' administrative function and proactively shape Schroders service proposition.
Client /Consultant Queries
Respond promptly and professionally to operational / investment queries from clients and consultants.
Assist Client Directors with complex client enquiries and requests.
Act as the first point of contact for all administrative issues and deal with all day-to-day issues in the absence of the Client Director.
Be accountable for selling the benefits of SchrodersLink to clients and consultants.
Work with Client Directors to manage clients
Ensure that Client Directors are briefed on client specific administration / performance issues prior to any meeting; prepare briefing papers, share information / insight and client understanding.
General assistance to the Client Director on client-specific tasks and issues.
Client Reporting and Service Performance
Work with Client Directors to produce all forms of client reporting including preparation of presentation material ahead of client meetings.
Produce bespoke reports for clients where appropriate.
Ensure clients are set up to and receive all the appropriate reports.
Look to standardise reporting where possible.
Report on client service performance, progress and issues.
Internal relationship management
Build strong relationships in key operational departments across Schroders, 'own' the client relationship internally; work with other departments to ensure the smooth running of the client portfolios.
Be targeted in terms of achieving certain client service goals as agreed with Client Directors for specific clients.
Maintenance of records
Ensure client information is up-to-date and maintained in relevant systems.
Ensure all records required for FCA, audit (internal and external) and Inland Revenue are obtained and kept securely as appropriate.
Process instructions to inform investment teams of cash flows to and from the portfolio.
Ensure any client specific procedures are documented.
Manage cash balances where appropriate in line with individual client guidelines.
Work with the Transitions team to ensure the smooth completion of client transitions. This includes new client take-on, restructures to existing mandates, custodian changes and terminations.
Maintain knowledge of regulation, clients and operational procedures Ensure knowledge of key areas is maintained to ensure the queries can be answered
Passionate about client service quality.
Thoroughly understands Client Service operations and processes.
Has either prior CS experience working on LDI mandates or a sufficiently robust foundation in a related role within an LDI context.
Displays confidence and passion.
Is able to be a role model of excellence in attitude and behaviour.
Builds positive working relationships and makes a difference.
Collaborative and team driven.
Is able and willing to lead and manage small client service and project initiatives.
Challenges themselves and others constructively.
Can influence and change thinking of others.
Seeks and values coaching development / management rather than being told what to do / operating under prescriptive instruction and guidance.
Is able to manage competing demands and workloads.
Will work hard, show commitment and "go the extra mile".
Has a desire to develop and grow beyond their current role.
Internal Number: 5641815
About Schroders Investment Management
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