Operational Relationship Manager

Business Unit:EMEA
Job Description:

Role Summary

The EMEA Client Team at Russell is responsible for working with clients across the EMEA Region, developing client relationships to build Russell’s business. The emphasis is on protecting client revenue, but equally importantly on expanding each client relationship across a broad range of Russell services – funds management, implementation services and fiduciary management.

The role is primarily focused on Russell Investments' platform service clients. These clients rely on Russell Investments to run Irish UCITS funds on their behalf. Platform services are a growth part of our business. 

The role will include the following:

• Provision of relationship management services to Russell Investments' platform service clients, on a broad range of fund administration related issues in order to retain and expand client relationships.

• Liaising effectively with relevant internal business departments to respond to queries accurately and in a timely manner.

• A strong focus improving the client experience, thus retaining existing and growing new sources of revenue.

• Leading regular meetings, preparing presentations, and ensuring queries are responded to in an accurate and timely manner, understanding which to prioritise.

• Leading and participating in complex projects to implement new regulatory and product changes.

• Identifying and contributing to new business opportunities and the development of the platform business in EMEA.

• Responsible for having a good understanding of assigned relationships to support the Distributor Oversight and AML Process.

• Supporting allocated platform and distribution relationships across the EMEA Region, responding to internal and external requests in a timely manner to meet business and regulatory requirements.

The responsibilities of the individual in this position include:

Regulatory & Business conduct

• Displaying exemplary conduct and living by our organisation’s Code of Conduct.

• Taking personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct across the business.

• Effectively and collaboratively identifying, escalating, mitigating and resolving risk, conduct and compliance.

Delivering a high standard of client service to maximise the chance of retention.

• Building strong relationships with existing clients maximising retention.

• Overseeing servicing, pre-empting/resolving issues and escalating business risks where required.

• Ensuring service deliverables are met.

• Ensuring sustained knowledge of Russell Investments' business and capabilities, as well as Irish/European regulation and compliance issues.

• Logging all calls, pertinent emails and meetings in Client Relationship Management system (CRM).

• Completing meeting notes for each client touch point.

People Management

• Developing team members with diverse capabilities and talent and encouraging cross-training amongst members.

• Valuing and promoting diversity amongst team members.

• Developing the junior team members.

• Acting as a mentor to junior member of the team.

Client Retention

• Retaining existing client book.

• Promoting suitable Russell Investments products and services and ensuring we are the preferred provider for fund services.

• Ensuring the team respond to internal and external queries via the group inbox, providing both operational support, information, and data.

Business Development

• Developing new business across Russell’s services from existing clients.

• Supporting the efforts across the EMEA Client Team to protect revenue and grow the business across a range of services.

• Client strategy and business planning to retain and build new revenue.

• Leading and assisting on project work to further develop business opportunities.

The successful candidate will have extensive demonstrable skills and experiences including the following:

• Relevant BSC/BA or equivalent qualification / experience.

• Significant experience in the financial services/investment industry, particularly operational aspects.

• Strong knowledge/understanding of UCITs and investment management operations.

• Sound knowledge of the legal, regulatory, and operational parts of running this type of fund is essential.

• Strong time and conflict management capabilities, communication skills, and a high level of professionalism.

• Good decision making and judgement in resolving problems and working with others to agree a course of action.

• Able to build strong relationships within the business to anticipate current and future business needs.

• Able to lead support teams to work towards a common goal and provide a seamless client service.

• Capable subject matter expert for platform services across the EMEA region.

• Experience with managing a broad range of clients.

• Ability to communicate effectively and knowledgeably with colleagues, clients, intermediaries, and service providers.

• Knowledge of the practical needs and experiences of pensions, present and future, of the UK institutional marketplace.

• Good knowledge and understanding of all major asset classes.

• A good understanding of the distribution and intermediary business across EMEA.

• Able to maintain regular contact and build strong working partnerships with internal and external clients.

• Leads individuals and teams, to objectives and drives results.

• Inspires the highest levels of performance.

• Creates trust by considering others’ needs and takes time to learn about others’ interests.

• Takes ownership for ensuring outcomes are achieved, even when this is outside of direct responsibility.

• Demands accountability from self and others for business performance, organisational and personal conduct.