Client Operations Team Leader at Ninety One

Job Overview

The role of the Client Operations Team Leader is to oversee the team who work closely with the strategic client relationship team in the daily servicing of a designated set of clients, invested via an Investment Management Agreement or equivalent, and to provide administrative support and reporting. The team leader should be the first point of contact/escalation for all top-level queries and issues and provide oversight to the team where required. This includes managing stakeholders across the business where required.

Key Responsibilities

• Professional liaison with clients (new clients, restructures, performance, off-market trade queries etc)
• Be an escalation point for the team where matters of risks and judgement is required.
• Coach and assist their team members in effective query management and resolution
• Ensuring daily control procedures adhered to
• Contribution to ad hoc projects aimed at streamlining processes and help ensure that it is successfully implemented within the wider team.
• Identify training needs and talent within the team and ensure effective training and development takes place, both on the job and via external courses if applicable
• Assist the COAs in identifying realistic goals and help them achieve those goals.
• Assist in processes which support various other administration requirements. This includes liaison with various internal teams, including Investment Operations, Investment Guidelines Management, Client Managers, PMs, Performance and Attribution teams.
• Effective liaison with back office administrator and other third-party providers.
• Maintenance of the CRM system and ensure that it is updated timely
• Assist Transition Managers with the smooth implementation of new clients and restructures.
• Monitor their team’s investigation and management of cash, scrip reconciliation issues to resolution
• Monitor their team’s investigation and management of cash, scrip reconciliation issues to resolution

Candidate Requirements

Technical Knowledge and Experience:

• CA(SA) with up to 3 years post qualified experience or B Comm / B Bus Sci with minimum 5 years investment management industry experience, preferably in a role with exposure to asset management or financial services clients.
• Previous experience of managing small teams is essential
• Client relationship management in the investment management industry ideal
• Financial market knowledge (instruments and products)
• Financial accounting experience

System Skills:

• MS Excel (Advanced)

Personal Attributes:

• Team player, yet ability to work without supervision
• Client focused, with exceptional interpersonal and communication skills
• Strength of character
• Proactive
• Conscientious
• Organised & priority driven
• Exceptionally high standards of work and attention to detail
• Works well under pressure and adheres to deadlines
• Applies critical thinking
• Self-motivated
• Ability to achieve depth of learning and self-development within role

Risk And Compliance Responsibilities

• Adhering to the Code of Ethics and related policies, including personal account dealing, gifts, market abuse, etc.
• Ensuring Compliance training, declarations and relevant forms are completed on a timely basis
• Ensuring that firm and client data and property, including IT data, are properly protected
• Reporting any possible and actual breaches, errors, complaints or conduct issues.
• Reporting any suspicion that a client, investor, or employee may be involved in money laundering, fraud or other crime such as market abuse