Client Relations Analyst, Financial Intermediaries - Singapore & South East Asia

Date: Nov 25, 2021

Location: Singapore, SG

Company: Capital Group

Role summary: Works independently on most assignments to service financial intermediary clients in support of Europe & Asia Client Group client relationship teams. Demonstrates a breadth of understanding of industry, organizational, and operational topics while interfacing directly with external customers such asfinancial intermediaries and service providers. With direction of more senior staff, responsible for working with internal teams across Investment Operations, Distribution, Legal, Compliance and Service to coordinate and successfully execute service requests, and to plan and coordinate due-diligence and other client meetings. Demonstrates an advanced understanding of Capital’s organization to be able to navigate numerous internal departments in order to deliver excellent service.

 

 

Primary responsibilities/essential functions:

 

Retain client relationships by delivering proactive client servicing:

  •  
  • Provides ongoing service to external intermediary clients:
    • Resolves critical service inquiries (e.g., transactional, investment queries, compliance, fees/billing, operational)
    • Liaises with internal departments and utilizes various systems or other resources to serve as a client advocate and collect relevant information to resolve service inquiries.
    • Provides relationship team visibility to client interactions. Escalate critical items to relationship team or other areas internally if necessary.
    • Assists in planning and executing client Due Diligence meetings as needed, which may involve hosting in-person client meetings.
    • May provide support to Consultant teams within Distribution including assisting with responses to Consultant firm inquiries, RFI/RFP coordination and other ad hoc operational service requests.

 

  • Operational Support & Reporting: Responsible for coordination of all aspects of operational servicing:
    • Coordinates with legal and operational teams to handle account set up, IMA and investment guideline negotiations, account transitions, new market openings, transfers, cashflow management, and terminations.
    • Arranges and, with supervision, chairs meetings with internal departments, clients and/or consultants to discuss servicing and operational requests.
    • Serves as the main interface between external clients, their service providers (including, but not limited to, consultants, transition managers, custodians, and record keepers) and internal departments within Capital Group.
    • Provides ad hoc reporting and internally driven organizational communications regarding routine matters to clients and consultants.
    • Partners with the Reporting Team to define ongoing client reporting support.
    • May deliver a variety of compliance and regulatory reporting.
    • Coordinates the process and reviews responses to annual due diligence questionnaires and RFIs.
    • Collaborates with Global Fee Consulting on all fee-related matters.

 

 

Business & Technical skills

  • Demonstrates a working knowledge of the department’s functional responsibilities, CG mandates, investment vehicle structures, fees, different CG business models, internal policies, practices, reporting and regulatory requirements.
  • Demonstrates a working knowledge of the interdependencies with various institutional clients, business leaders within CG including Portfolio Managers, Relationship Mangers, Governance committees, boards, etc.
  • Demonstrates a working knowledge of the investment management industry as it relates to institutional market.
  • Demonstrates an in-depth knowledge of Excel, Microsoft applications and business applications. Exhibits knowledge in troubleshooting issues and creatively enhancing work assignments.

 

 

Competencies:

  • Communicates Effectively – Develops and delivers multi-mode communication that convey a clean understanding of the unique needs of different audiences.
  • Persuades – Uses compelling arguments to gain the support and commitment of others.
  • Collaborates – Build partnerships and works collaboratively with others to meet shared objectives.
  • Action Oriented – Takes on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
  • Manages Complexity – Makes sense of complex, high quality and sometimes contradictory information to effectively solve problems.
  • Builds Networks – Effectively builds formal and informal relationship networks inside and outside the organization.
  • Customer Focus – Building strong customer relationships and delivering customer-centric solutions

 

 

Core Requirements:

  • Occasional travel may be required.
  • Fluency in Mandarin a plus, since the role will be covering Singapore-based China banker teams.
  • At least 3 years of industry experience, preferably with client servicing experience in the financial intermediary business space.


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