Client Service Executive

Job Summary:

•    Provide exceptional service to clients.

•    Respond to client queries, including portfolio, performance, legal, and compliance matters, with
     guidance from more experienced colleagues where needed.

•    Help strengthen client relationships aligning with Sales teams to help drive commercial 
     success.

•    Act as the 'Voice of the Client' within the business.

•    Ensure client needs and requirements are understood and communicated effectively across the business.

•    Deliver high-quality client servicing and promptly address queries.

•    Collaborate with internal teams for a seamless client experience.

•    Enhance overall client satisfaction and engagement.

Key Responsibilities: 

•    Act as a trusted point of contact for clients, providing clear, accurate, and timely information, and assisting with the management of enquiries and service requests to help deliver effective resolution and support client satisfaction. Work collaboratively with internal teams to gather and share client requirements and contribute ideas for improving key client-facing processes.

•    Help monitor and record activities related to errors, omissions, and complaints, ensuring accurate documentation and timely escalation in line with policies, while learning best practices to help minimise errors.

•    Develop and maintain positive working relationships with the global onboarding team to stay informed about client onboarding progress and processes.

•    With guidance, from time to time, you may be required to be involved with the on/offboarding processes for segregated mandates, supporting key stakeholders as required. 

•    Support the accurate documentation and execution of side letters, amendments, and bespoke clauses within client legal agreements, following established procedures and seeking guidance when needed.

•    Help deliver timely client communications regarding updates, regulatory notices, and other important information, ensuring content is clear and relevant.

•    Work closely with operations and reporting teams to help co-ordinate reporting requirements for new and existing clients, supporting the delivery of high-quality information.

•    Collaborate with Operations and other business areas to support ongoing improvements in service delivery and help maximise value for clients.

•    Assist in planning, coordinating, and supporting client meetings, representing Schroders and its operations in a knowledgeable and professional manner, with guidance where needed.

•    Gather and provide information to help clients with their ad hoc requests, ensuring they are responded to efficiently and professionally.

•    In addition to Group-wide responsibilities, you may be required to take on tasks specific to local regulatory or business requirements. Your responsibilities may also evolve in line with changes in local regulations or business priorities, ensuring alignment with the Group's overall framework.

Qualification: 
Mandatory: 
Hold a valid SITCA SITE License (Securities Investment Trust Enterprise / Securities Investment Consulting Enterprise).

Desirable knowledge and experience requirements: 

•    Experience: Ideally, you have around 1–2 years' experience in client servicing, relationship management, or a similar role within asset management or financial services, with some exposure to Asian clients being an advantage.

•    Industry Awareness: You have a basic understanding of asset management products and services (such as funds, mandates, and alternative investments) and are eager to learn more about the needs of our clients, such as pension funds and insurers.

•    Regulatory Awareness: You are familiar with, or keen to develop your knowledge of key regulatory frameworks in APAC and local market practices.

•    Client Servicing Excellence: You have some experience of providing a high standard of service to clients and supporting client relationships, acting as a reliable point of contact and responding to queries professionally.

•    Cross-Functional Collaboration: You have worked with, or are comfortable working with, colleagues in areas like sales, investments, operations, legal, risk or compliance to help resolve client queries and support solutions.

•    Problem-Solving: You are confident analysing information and contributing to the resolution of client queries or requests, seeking support from more experienced colleagues where appropriate.

•    Communication Skills: You communicate clearly, both verbally and in writing, and are able to present information in a way that can be understood by a range of stakeholders.

•    Knowledge of Custody and Settlement: You are aware of the basics of custody operations, trade settlement, and fund administration processes, and are open to developing your knowledge further in these areas.

•    Technical Proficiency: You are comfortable using CRM and reporting systems and Microsoft Office tools such as Excel and PowerPoint.

•    Language Skills: Fluency in English and Traditional Mandarin is required. Ability to read/write Simplified Mandarin will be advantageous.

•    Client Centricity: You are committed to providing a positive experience for clients from diverse backgrounds and are motivated by helping others.

•    Cultural Awareness: You demonstrate respect for different cultures and are interested in learning about business practices across APAC markets to support effective client engagement.

What You'll be Like:

•    Take Ownership and Deliver: You consistently step up to challenges, taking accountability for client outcomes. Your expertise, integrity and commitment set a high standard for others, and you deliver on promises with precision and reliability.

•    Collaborative Partner: You actively champion collaboration, breaking down silos and building effective partnerships across teams to deliver the best possible client solutions. You address challenges openly and constructively, focusing on resolving issues and driving improvement.

•    Innovative and Curious: You challenge the status quo and are comfortable adapting your approach with agility. You seek out opportunities to simplify complexity, bringing forward creative solutions that drive progress for clients and the business.

•    Inspiring Colleague: You embody the values and culture of the firm, leading by example and inspiring those around you. You recognise and celebrate strengths in others, encourage growth, and empower your colleagues to excel and contribute meaningfully.

•    Client Centric and Future-Focused: You anticipate clients' evolving needs with foresight and proactively address potential challenges. You strive to provide a seamless, exceptional experience for every client, delivering with attention to detail and quality at all times.

We recognise potential, whoever you are
Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics.