Associate Client Manager, based in Madrid

This is a great opportunity for someone with prior industry experience to become a key part of our Spanish Client Management team, focusing on clients that invest in our pooled product range. Along with other established members of this team, you will be responsible for partnering with the Sales Management team to ensure our clients enjoy an excellent ongoing relationship and experience with the firm.

How you’ll spend your time…

You will support, and in some cases may own, the ongoing relationship and experience for existing and new clients in line with our contractual agreements and Columbia Threadneedle standards. As an Associate Client Manager, we expect you to perform many or all of the following responsibilities, either directly or alongside more experienced Client Managers, depending on the nature of the client relationship:

Pre-win

• Help to establish client service intent and map to the firm’s capabilities.
• Participate in discussions to manage service expectations with the client.
• Help to identify and begin to investigate/challenge potential service complexities.

Onboarding, implementation and change

• Engage internal teams as required and own event from client perspective.
• Ensure clear understanding of client service intent internally as this evolves.
• Agree and document proposition with client & internally.
• Support client through necessary documentation/due diligence requirements (AML/KYC, Distributor etc).
• Verify that service setup and first deliverables match client expectation.

Ongoing client experience

• Support and/or be able to own the ongoing client relationship, partnering appropriately with Sales colleagues to ensure a unified overall client engagement experience.
• Alert the Sales team to potential cross-sell, up-sell or defence opportunities arising from client engagements.
• Be accountable to the client for the resolution of investment- and service-related issues and changes, coordinating with responsible internal teams to ensure accurate and timely delivery.
• Navigate the firm for the client (e.g. bringing the right experts into the client meeting for specific investment and servicing topics).
• Proactively monitor delivery vs service proposition, including sign-off where required for service deliverables, and address areas of inefficiency/performance challenge.
• Proactively identify client impact due to regulatory/industry change and commission necessary response internally.
• Proactively identify and drive client specific & thematic improvements to their experience.
• Conduct periodic service reviews with the client and consult with them to achieve a better client experience.

In addition, we expect you to play an active role in supporting the strategic goals of the Client Management function, such as:

• Building internal partnerships across our firm to drive better outcomes for our clients and our partners.
• Working with the team to identify and migrate activities to the relevant centre of expertise.
• Be a contributor to identifying and driving opportunities for consistency of engagement and delivery across regions.
• Be a contributor to identifying and driving process efficiencies, simplifying/enhancing controls and designing/providing management information to help us manage our team and client experience more effectively.
• Contributing to the delivery of strategic change across the team.

To be successful in this role you will have…

• Fluent in Spanish and English.
• A minimum of two years industry experience.
• Must be a structured individual with strong workflow management and project management skills.
• Strong ability to work with others both in the team and across the business to achieve effective solutions and decisions.
• Excellent listening skills and assertive, empathetic approach to dealing with stakeholders within the business.
• Good self-organisational and time management skills; ability to work under pressure to short deadlines.
• Drive and enthusiasm demonstrated through strive to achieve a first-class service management function.
• Ability to make clear decisions and exercise sound judgement.

If you also had this, it would be great…

• An understanding of fund management, financial instruments, administration processes.

This role will be based onsite at our Madrid office for 4 days per week, with 1 day per week working remotely from home.

About Columbia Threadneedle Investments

Working at Columbia Threadneedle Investment