Client Services Associate

  • Job Reference: CSF1
  • Salary: £┬úCompetitive
  • Location: London
  • Contact: Jamie Smith on +44 (0) 20 3150 1032 or jamie@chartermorepartners.com

The role is essential to provide existing clients with our service in a fully compliant manner and in line with defined service levels as well as supporting the new client operational onboarding process.

Key responsibilities

  • Assisting with presentations of operational services to prospects as well as training workshops for prospects and clients.
  • Managing the onboarding process for new clients, including planning and supervision of migrations (bulk re-registrations), account set up and liaison with other departments (e.g. IT, settlements, etc).
  • Dealing with client enquiries and escalations on various operational processes, escalating appropriate issues in a timely fashion, whenever required.
  • Client set up - with the appropriate account structure - inhouse and at TPAs.
  • Providing clients with the necessary support when setting up access to the Website.
  • KPI/client report creation and follow up with the client, as required.
  • Managing regular service reviews, SYSC meetings and due diligence processes with clients.
  • Responding to clients’ auditor requests.
  • Regular reporting to specific clients: cash account movements, users access, etc.
  • Managing and delivering on a project basis the correct set-up and availability of the Client’s target Fund Universe.
  • Propose & participate in the implementation of changes to processes that generate workflow efficiencies, improve client satisfaction, and/or reduce costs and risks
  • Maintain records and seek to continuously improve the documentation of procedures & training materials
  • Participation in coordinating client due diligence requests with internal teams. Ensuring final reports provide the correct information.
  • Work proactively with colleagues to plan the operational workload and provide assistance & support to team members whenever required
  • Co-operate with UK & Madrid based colleagues and liaise with clients & 3rd party suppliers in a professional manner
  • Contribute to broader business projects as requested and generally act in a way to ensure that a positive environment exists in the office
  • Develop and embed a positive operational risk culture throughout the team

Work Experience

Candidate must have an operational / client services background with at least 3 years of experience preferably in a Transfer Agent, Fund Manager or Platform funds administration team including:

  • Thorough understanding of UK Funds Operational Processes
  • Hands on experience servicing institutional/major business clients

Attributes & Skills

Essential requirements:

  • Client focused attitude with high attention to the delivery of service quality
  • Ability to handle a range of responsibilities & be self motivated
  • Strong organisational aptitude with an excellent attention to detail
  • Numerate and an effective communicator.
  • Able to thrive in a relatively small team environment.

Technical skills:

  • Proficiency in Windows XP and Microsoft Office (especially Excel, Word, PowerPoint and Project).

Language skills

  • English: native speaker.
  • Spanish: optional but valuable

Academic Qualifications

  • Degree educated

Remuneration & Benefits

A competitive market salary, bonus & benefits package will be offered to the right candidate based on experience and fit to the role.

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