Job Description

Purpose of the position

The Client Relationship Officer (CRO) is key to delivering exceptional and consistent client experience, acting as the main point of contact for all operational and service matters across a portfolio of institutional clients and consultants. Based within the Client Management Team, the CRO works closely with other Operations teams and internal stakeholders. This is a hands-on role that focuses on day-to-day execution, resolving issues, and maintaining ongoing client engagement, with support from the Team Manager.

Key responsibilities of the position

Client Service and Relationship Management


o Act as the primary contact for all operational and service-related client requests and queries.

o Build and maintain trusted relationships with clients by delivering on commitments.

o Proactively identify client needs and expectations, using feedback and service insights to recommend and implement improvements that enhance the overall client experience.

o Escalating critical client feedback to manager for immediate resolution.


Case Management System


o Responsible for tracking, monitoring and resolving all client queries in the case management system ensuring SLA compliance.

o Responsible for first time resolution of queries and coordination of resolution with subject matter experts when necessary to prevent SLA violation.

o Escalate complex issues when necessary while ensuring clients receive timely updates and resolutions meeting SLA.

o Support the team in enhancing the system by assisting with the review and maintenance of case categories, SLAs, and workflow processes.

o Collaborate with the Manager to implement improvements as the system matures, ensuring alignment with client service needs.

o Contribute to the effective use of the system by identifying inconsistencies or inefficiencies and assisting with the role out of the system changes.

o Maintain accurate and complete case data to enable reliable reporting, tracking, and insights that support excellent client service delivery.


Onboarding and Transitions


o The primary point of contact for clients during onboarding, driving the onboarding timeline to ensure adherence to SLA and a smooth transition for new clients


Client Data and CRM System


o Ensure that client information maintenance is completed in the system as detailed in team procedures.

o At all times maintain accurate, up-to-date client records and interaction logs in the CRM system.

o Track all client interactions and feedback in the CRM system to identify service improvement opportunities.


Client Reporting and Audits


o In partnership with finance, dispatch client fee invoicing, resolving any issues and follow-ups ensuring revenue protection.

o Responsible for supporting client audit processes by providing requested information and timely and accurate responses to ensure client compliance.

o Responsible for the generation and delivery of client ad hoc and bespoke reporting as needed.


Client Meetings and Presentations


o Support the preparation for client review meetings.

o Over time, take ownership of hosting service review meetings.

o Support in providing data or presenting to clients when requested.


Collaboration and Cross-Functional Engagement


o Work closely with internal teams, such as Portfolio Management, Sales, Compliance, Client Operations and Client Reporting, to ensure seamless delivery of services and support.

o Assist with internal projects aimed at process improvement and client experience enhancements.


Process and Risk Management


o Ensure process documentation is current and adhered to.

o Contribute to continuous improvement initiatives and digital transformation projects.

Qualifications

Relevant tertiary qualifications (e.g. Finance, Investment, Commerce, Accounting).

Knowledge and experience required

3-5 years of experience in client services, relationship management or a related operational role. In-depth understanding of asset management, including various asset classes, investment strategies, and risk management. Familiarity with the regulatory environment and compliance requirements for asset management firms. Awareness of industry trends and emerging technologies in client experience and relationship management. Proficiency in Microsoft Office Suite, particularly Excel, Outlook, PowerPoint, Planner, and SharePoint Online. Experience with Charles River, Hiport, Infostore etc Experience with CRM systems, such Microsoft Dynamics 365, is a plus. Familiarity with reporting systems and data visualization tools like Power BI, or similar platforms is a plus.

Key competencies and behaviours

Has an exceptional ability to grow relationships and build rapport with clients and team members alike. Excellent communication (verbal and written), interpersonal, and relationship-building skills. Strong problem-solving and analytical abilities. Ability to work independently and as part of a team. Ability to work collaboratively with internal teams and external clients. Detail-oriented and highly organized. Adaptable and able to manage multiple tasks and priorities. Highly dynamic thinker that can take responsibility and have patience to deal with complex queries. Comfortable with learning to use new software and adopt new technologies. Is flexible and innovative in their ability to offer unique yet practical solutions to clients.

Recruitment process:

Selected candidates will need to attend a series of competency-based interviews/activities and a psychometric assessment.