About Schroders
We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.
We have around 5,000 people on six continents. And we've been around for over 200 years but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper.
The team
As an integral part of the team, the Client Service Manager works closely with the Institutional Sales Team and is responsible for account management of institutional clients in Southeast Asia. Client types range from central banks, sovereign wealth funds, supranational, government agencies, statutory boards, investment consultants, endowment funds, pension funds, insurance and family offices.
What you'll do
- Serve as a trusted point of contact for institutional clients by promptly responding to and resolving queries, providing clear, accurate, and timely information.
- Proactively manage and follow through on client issues and service requests to ensure effective resolution and high client satisfaction.
- Gather, understand and represent client requirements to relevant teams across Schroders, working collaboratively to enhance and optimise key client-facing processes.
- Oversee and manage activities related to errors, omissions, and complaints, ensuring accurate documentation and timely escalation in line with policies whilst striving towards a goal of zero errors.
- Foster and maintain strong relationships with the global onboarding team to stay updated on client onboarding progress and processes.
- Involvement with on/offboarding processes for segregated mandates in collaboration with key stakeholders.
- Ensure all side letters, amendments and bespoke clauses within client legal agreements are accurately documented and executed in accordance with established procedures.
- Deliver timely client communications regarding changes, updates, regulatory notices, and important information, ensuring content is clear and relevant.
- Act as the key liaison with operations and reporting teams to facilitate reporting requirements for new and existing clients, ensuring delivery of high-quality information.
- Partner closely with Operations and other business areas to continually improve service delivery and maximise value for clients.
- Plan, coordinate and host client meetings, including ongoing client lifecycle reviews, acting as a knowledgeable representative of Schroders and its operations.
- Gather and provide all necessary information to support clients in completing their ad hoc requests, ensuring requests are dealt with efficiently and professionally.
The knowledge, experience and qualifications you need
- Recognised university degree with at least 8 years of experience in client servicing or relationship management within asset management, preferably with a focus on Southeast Asia institutional clients
- Understanding of asset management clients and products (e.g. segregated and sub-advisory mandates, fund structures, public assets and alternatives) across institutional clients such as pension funds, insurers, and sovereign wealth funds and wealth.
- Familiarity with the APAC regulatory landscape and local market practices.
- Demonstrated history of delivering high standards of client service, managing complex client relationships, and acting as the main point of contact for institutional investors.
- Proven adaptability to change, including involvement in business transformation, process optimisation projects, or regulatory-driven change projects.
- Experience partnering with sales and investment teams, operations, legal, risk and compliance functions to resolve complex client issues and deliver solutions.
- Strong analytical and problem-solving abilities, particularly when addressing client queries, change requests, and escalations.
- Excellent verbal and written communication skills, with the ability to present complex information to institutional clients and internal stakeholders at a variety of seniority levels.
- Knowledge of Custody and Settlement: Awareness of custody operations, trade settlement, and fund administration processes relevant to institutional clients.
- Proficiency in CRM systems, client reporting platforms, and data analysis tools comfortable with Excel, PowerPoint, and potentially data visualisation software.
- Strong client-first mindset, with experience tailoring service to meet diverse client needs across multiple APAC jurisdictions.
- Sensitivity to cultural and business practice differences across APAC markets to ensure effective and respectful client engagement.
We're looking for the best, whoever they are
Schroders is an equal opportunities employer. You're welcome here whatever your socio-economic background, race, sex, gender identity, sexual orientation, religious belief, age or disability.
