Description
Title Assistant Manager / Manager, Client Relationship Management
Department Client Relationship Management, Europe
Location Milan
Reports To Head of Client Relationship Management, Italy
Level Assistant Manager/Manager (individual contributor role)
We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Client Relationship Management team and feel like you’re part of something bigger.
About Fidelity International :
Fidelity International offers world class investment solutions and retirement expertise. As a privately owned, independent company, investment is our only business. We are driven by the needs of our clients, not by shareholders. Our vision is to deliver innovative client solutions for a better future.
Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.
About your team :
The European Client Relationship Management team (“CRM”) is based in Luxembourg, London, Milan, Paris and Kronberg (Frankfurt), and oversees client take-on and client service for a diverse range of clients including financial institutions, insurers, wealth managers, asset managers, pensions funds, central banks, sovereign wealth funds and large corporates investing through the Fidelity funds as well as through segregated mandates.
The CRM acts as unique interface between the Clients, the Sales Offices and all the internal operational departments and provides high standards services to our Clients based in Europe and Latin America by ensuring a smooth onboarding and managing any operational the Client may have during their investments life-cycle.
The CRM team is also responsible for defining, articulating, and implementing operational service flows for each European market, while gaining any new business opportunities and ensuring client and asset retention.
The CRM team provides as well consultancy services on all the operational matters and present service solutions to key Clients. The CRM is the central point of contact, working in close cooperation with the Sales teams. The team holds a pivotal role on strategic issues, multi-territorial arrangements, and global relationships as well as platforms chosen by our Clients.
The overall mission of the team is to position Fidelity at the leading edge of customer service to Clients in Europe.
About your role :
Reporting to the Head of CRM Italy, this role will focus on the Italian market across the different business channels. The candidate will be responsible for all the services provided and will act as an escalation point for any day-to-day related queries, to ensure clients’ satisfaction throughout the client lifecycle. The CRM is responsible to provide support, guidance and to assist in resolving any Clients’queries.
The individual will have opportunity for client contact and help co-ordinate internal resources to meet the client requirements, as well as an opportunity to understand the extensive wider operational business as part of the Client onboarding, servicing and change management role.
In addition to this, the candidate can add value through managing other ad hoc projects and initiatives which positively impact the business and / or client experience.
The successful candidate will make a key contribution to the development of the client relationship and Fidelity’s Business goal of retaining and developing every client we win.
This role will be based in Milan and will support the Italian CRM team, with stakeholders spread across EMEA and throughout the wider operations team globally.
Your key accountabilities :
1. The successful candidate will support the Italian business in delivering excellent client relationship management and ensuring that “best in class” services are delivered through day-to-day client interactions.
2. Proactively manage client activities / requests, ensuring deadlines are met, as well as responding to client enquiries or requests via the Sales team as they arise.
3. Coordinate and attend regular Service Reviews with Key Clients and Operational Counterparties. Ensure that counterparties information are shared amongst all the relevant teams.
4. Act as an escalation contact for the servicing team to ensure compliance with Anti Money Laundering requirements for existing clients in accordance with the Group AML Policy and the department procedures.
5. Coordinate any new new client implementations, existing client change activities and client terminations in line with procedures and policies.
6. Build internal relationships with key internal stakeholders to the benefit of the clients.
7. Responsible for keeping up to date with local market specificities.
8. Promote understanding of business needs via Sales and Marketing to help clearly define client service needs and work with internal partners to meet such needs.
9. Identify client service trends and evolve client service practices, policies, procedures and standards by identifying opportunities to improve client engagement via ongoing client feedback and from Client Service Reviews.
10. Collaborate with global servicing counterparts and internal partner teams to identify and drive improvements to the global servicing platform.
11. Work with business partners in Europe and other Fidelity locations to improve processes and procedures to improve client service.
12. Maintain accurate and consistent records of client interactions in Salesforce.
13. Comply with operational risk controls and continually reassess operational risks, considering the changing economic, market and regulatory conditions, operating policies and procedures, and the impact of new technology.
14. Maintain internal control standards, including timely implementation of internal and external audit points.
15. Ongoing identification of tasks that are appropriate for delegation / reassignment to internal support functions and establish required oversight.
16. Participates in educational opportunities to continuously develop market / client service / competitor knowledge through reading professional publications, attending industry events / conferences / forums, attending courses, maintains an awareness of latest technology trends and applications and feeds information back to relevant internal projects / initiatives / partner teams.
As part of your role you will ensure that all interactions with clients (distributors, fund buyers/3rd party asset managers, institutional) are handled in a timely manner with a quality of response that continually exceeds their expectations.
The role may require occasional business travel, depending on operational needs.
About you :
The candidate must show strong interest for Asset Management industry, high flexibility and maximum commitment to the company's clients and goals. The resource will join a highly dynamic team, so it is essential to be ready to join new challenges and demonstrate willingness to continuous learning and day by day improvement.
Desirable skills are:
17. University Degree, ideally in Business Administration, Finance, Economics, or other related studies
18. 3-5 years’ experience in a European Client Services position or in a similar role within the Financial services industry
19. Strong operational background, ideally with knowledge of the Italian mutual fund industry, including Sub-Advisory Business, distribution platforms, transfer agency operations and Institutional Market, Italian pension fund industry, including Segregated manadates servicing
20. Experience in collaborating with international operations and customer facing teams, exposure to other cultures/countries
21. Can-do attitude with the ability to set priorities
22. A 'self-starter' but also a standout colleague able to build close working relations across Europe
23. Strong networking skills and customer service orientation
24. Dedication to accuracy, timeliness and high productivity while working under pressure to meet deadlines
25. Italian native speaker and fluent spoken and written English. Knowledge of additional languages would be considered
26. Professional qualifications desirable (e.g. IMC / IAC / CFA Foundation).
Feel rewarded :
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.