Client Service Administration Manager

We are looking for a manager to lead our new Client Service Administration team which will be part of our new Global Centre of Excellence (CoE). The CoE administration functions will be performed from both our Horsham and Luxembourg offices. The team will be responsible for providing client service administration support to Global Client Service teams within the Client Group (e.g., platform data management, annual audit requests, client service data production, reporting etc.) This role will therefore ensure the delivery of a high quality and timely service to the Global Client Group to allow them to provide service excellence to their clients.
You will work to ensure that all day-to-day tasks and duties are consistently performed, that procedures are followed and rules and SLAs or deadlines are adhered to. You will interact with an array of departments across Schroders, building key links with the relevant internal stakeholders to fulfil the team's responsibilities.
You will thrive in a fast-paced environment with an emphasis on meeting tight deadlines. A strong interest in learning and harnessing technology will help you with your role in the organisation. You will be flexible, creative and curious enough to take on a challenge, rather than tick off set tasks on a to-do list. You will also be a strong people manager with overall responsibility for leading and developing a team of Lead Analysts and Analysts. Staff management and training are therefore a major part of this role.
Being part of a new team will give you the chance to be part of shaping the future of Client Service Administration CoE where you will play a key role in the delivery of the overall Client experience within Schroders.
About Schroders
We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.
We have around 6,000 people on six continents. And we've been around for over 200 years but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper.
The base
At Schroders, we're known for doing things differently. That's why we're building a home for the ambitious in Horsham, West Sussex. You'll get the all the benefits of being part of a world-leading FTSE 100 company. But you'll also get the support of being part of a genuine local community. If you're looking for opportunities that match your ambitions, you'll find them right here in Horsham.
What you'll do

• Effectively plan, prioritise and manage workloads across the team.


• Manage the client service administration team and provide high quality and timely services to all relevant stakeholders across Schroders.


• Ensure high quality processing of client data and reporting.


• Provide a professional service in line with the SLA requirements.


• Participate in department related IT and business projects and specify change requests for related systems.


• Test and document system changes in respect of client data.


• Develop team members to achieve personal, team and business goals.


• Manage individuals' performance; conducting 1:1s, appraisals and adherence to group policies.


• Proactively manage and mitigate risk by reviewing processes and procedures, implementing improvements and maintaining stringent controls.


• Approve and update procedure manuals, service definitions and audit reports


• Establish and maintain strong working relationships with internal functions and external counterparts.


• Manage external counterparts to ensure they deliver a quality service to support our functions.


• Keep informed of market and regulatory changes and where required implement changes to processes and procedures.


• Escalate potential problems before they become a risk.


• Conduct root cause analysis on issues that arise.


• Monitor and review error trends and provide guidance to team members to prevent reoccurrence.


• Own the Business Continuity Plan (BCP) and the Risk and Control Assessment (RCA) of the team.


• Ensure the CoE in Horsham is meeting the needs of our business partners and internal clients


• Initiate and lead local projects and change or act as lead contact for business projects, both aimed at further improving service and controls or managing costs and risks.


• Collaborate closely with your counterpart Client Service Administration Manager in Luxembourg to ensure a consistent service level across the teams and to ensure best practice is applied, as well as providing coverage to the Global Head of Client Service Administration as and when required.
  
  Proven experience in managing, leading and developing teams and people.


• Experience in the Financial Services Industry working with client service administration teams.


• Deep knowledge of pooled funds and understanding of segregated mandates.


• Strong understanding of operational risks and control frameworks.


• Numerical skills and the ability to monitor and produce high quality MIS, and naturally perform root cause analysis.


• Proficient in Microsoft Office applications.


• Effective in managing your own time with ability to prioritise tasks and delegate appropriately.


• Excellent communicator with strong interpersonal skills.


• A strong team player able to develop and manage strong working relationships with global internal departments and external counterparties.


• Open to feedback, receptive to change with ability to challenge status quo and continually look out for team and self-improvement opportunities.


• Dexterity to switch seamlessly between big picture thinking and detailed impact analyses when required.


• Able to navigate the team through changes and maintain an innovative culture.


• Forward-thinking, innovative and proactive.


• Fluency in a European language, such as French, German or Italian would be an advantage.