Role summary: Autonomously delivers market leading client experience through full lifecycle execution of client transition activities and operational servicing needs. Collaborates with and effectively manages stakeholders from internal teams across Capital Group and external parties to manage work in a manner that demonstrates advocacy for both clients and Capital Group. Leads team meetings and leads or participates in workstreams in team, department, or enterprise projects. Demonstrates an in-depth understanding of industry, organizational, and operational topics.  

Primary responsibilities/essential functions: 

• Leads full lifecycle execution and implementation of client transition activities. 

• Delivers a market leading client experience by autonomously executing complex activities, ad hoc and ongoing client operational servicing needs 

• Leads meetings with or interacts with clients and other external parties as an extension of the Relationship Management team for client activities or operational servicing. 

• Leverage best practices and knowledge/experience to identify and drive solutions for  issues autonomously. Proactively identifies when to escalate higher complexity items and issues to more senior team members  and engages with them to solution and/or address.  

• Is able to learn and adjust on the fly to help drive operational excellence in l complex client needs. 

• Leverages project management practices for client transition activities such as leading cross-functional meetings, managing/proactively engaging senior stakeholders, risk management, ensuring activity tasks are tracked and completed, etc.  

• Vets contractual and supplemental agreements with internal and external parties. May prepare and audit legal documentation and review with clients. 

• Assigns and/or executes team tasks for implementation and operational servicing activities (compliance checks, agreement vetting, status reporting/dashboarding, SFDC account setup, etc.) 

• Provides backup, cross-regional coverage or leads cross-regional activities as required.  

• Leads development of team processes, procedures, and knowledge. 

• Leads or engages in operational impact assessments, analysis, and implementation of new or enhancements/changes to technology or processes. 

• Proactively shares best practices, lessons learned and recommends opportunities for continuous improvement and leads improvement efforts.  

• Serves as technical and/or process subject matter expert in one or more area(s) for the team and uses expertise to collaboratively resolve issues, enhance processes and share knowledge. 

• Drives adoption of new technology through example and by conveying benefits to the team/org. 

• Maintains a strong understanding of team processes/technologies and awareness of connected functions.  

• Provides leadership to the team and helps cultivate team culture. 

• Leads and/or participates in activities for team development, new associate training, and associate engagement.  

• Actively contributes to and may lead team meetings. 

• Fosters an inclusive environment and engages in or leads DE&I activities. 

• Performs additional responsibilities as assigned. 

Skills/qualifications: 

• Demonstrates broad working knowledge of functional responsibilities and interdependencies with various business partners to direct questions, tasks. 

• Demonstrates general knowledge of team responsibilities, procedures, and controls to effectively fulfill role responsibilities and deliver client centric outcomes. 

• Demonstrates intellectual curiosity, analytical and critical thinking, problem-solving skills, conflict resolution skills and capability for nimble learning.  

• Demonstrates strong project management skills and capabilities, and organizational skills. 

• Demonstrates ability to collaborate and develop/maintain working relationships with various levels of stakeholders, inside and outside the organization. 

• Demonstrates in-depth knowledge of the investment management industry and understands and advocates for client needs. 

• Demonstrates strong written and oral communication skills, and meeting facilitation capability.  

• Demonstrates a strong knowledge of primary Microsoft applications (Excel, Outlook, PowerPoint, Word, Teams).  

• Exhibits the ability to troubleshoot low and medium complexity issues. 

• Demonstrates good judgment and decision-making skills; recognizes when to escalate an issue to other business areas (e.g., legal) or more senior associates and managers. 

• Flexibility to work in fast paced environment and the ability to manage more than one project/activity at a time in a fast-paced environment.