Job Description

At abrdn, our purpose is to enable our clients to be better investors.

Clients worldwide trust us to find future-fit investment opportunities to deliver the outcomes they want. Our technology and insight help empower them to make better decisions, while the powerful partnerships we build help to enhance the expertise that we offer. And by enabling clients to invest responsibly, it helps us to build a better world.

About the role:

To provide excellent client service at all touch points and build and manage relationships internally to ensure it is not just the remit of one team, but a collective effort across abrdn.  Client Service are pivotal in driving a client-centric culture and act as the voice of our clients to oversee and safeguard clients’ operational experience.

Client Service sits within the Client Group function of abrdn.  Client Managers are an integral part of the Client Group and are responsible for managing, servicing, and building upon relationships with abrdn’ s institutional clients invested via segregated portfolios and various abrdn pooled products.

Client Managers act as a key day-to-day point of contact for our clients, ensuring their onboarding and ongoing servicing requirements are handled in a timely, pro-active, value-add and accurate way.  This is completed through successful collaboration with colleagues and external third-party suppliers.

Responsibilities:

• Responsible for managing the servicing provision of an allocation of clients and providing adequate cover for team members during absences.
• Managing client queries and requests for information in a timely, accurate and professional manner.
• Source of knowledge of internal and external processes which impact clients.
• Owning segregated client lifecycle events logged via CAPE, including onboarding, mandate changes or terminations.  Working alongside internal teams and acting as an escalation route for support teams and our external third-party suppliers to ensure an excellent client experience throughout.
• Overseeing client onboardings in abrdn pooled products which utilise third party administrators and other abrdn servicing teams.
• Working with internal teams and our external third-party suppliers to effectively resolve any issues, highlighting to the client where necessary and escalating any potential risks through appropriate business streams.
• Input into product and mandate launch processes by assisting with defining onboarding and servicing processes prior to launch.
• Managing changes to clients’ legal documentation.  Communicating requirements to the relevant teams and ensuring any issues are resolved promptly.
• Overseeing the implementation of client specific reporting to ensure these are issued timely and accurately.
• Overseeing client specific fees/terms of business so to ensure invoices and rebates are processed and issued timely and accurately.
• Overseeing cashflow and dealing requests.
• Assisting with collation of AML/KYC/CDD documentation from clients in partnership with the designated KYC Operations Team.  Challenging requirements where appropriate to reduce client impact whilst ensuring our regulatory obligations are met.
• Proactively communicating and interacting with clients by attending and arranging client service review meetings, due diligence meetings and other face-to-face meetings as required.
• Providing feedback/insight on client requirements to the wider team so to share information and allow identification of common themes and trends.
• Representing the voice of the client on company driven projects so to ensure effective implementation does not compromise the client service experience.   Manage the communication of such changes to our clients, with the support of other teams where required and escalate any issues that may arise

What we are looking for:

• Fluent in French and English (Desirable)
• Proven track record in institutional client service and/or relationship management, in particular experience of dealing with institutional clients invested in segregated mandates.
• Notable experience of client servicing environments within Financial Services.
• Solid understanding of investment markets, instruments and economics.
• Understanding of segregated and pooled account structures and client relationships.
• Strong working knowledge of the trade processing lifecycle and systems.
• Global mindset and appreciation of operating in various cultures.
• Proactive approach to identifying and solving a vast range of problems.
• Experience of Salesforce and MS Office applications.

We are proud to be a Disability Confident Committed employer. Therefore, if you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire and one of our team will reach out to support you through your application process.

Our benefits

There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.

When you join us, your reward will be one of the best around. This includes 40 days’ annual leave, a 16% employer pension contribution, a discretionary performance based bonus (where applicable), private healthcare and a range of flexible benefits – including gym discounts, season ticket loans and access to an employee discount portal. You can read more about our benefits here.

Our business

Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas – our vectors of growth – focused on our clients’ changing needs. You can find out more about what we do here.

We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment.  We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance.  We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.

If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.