Client Service Manager

At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our clients.

We thank you for your interest in joining the Barings team, and invite you to explore our current employment opportunities.

Title:  Client Service Manager

Business Unit: Client Experience

Location: Charlotte, NC

Barings is a leading global financial services firm dedicated to meeting the evolving investment and capital needs of our clients and customers. Through active asset management and direct origination, we provide innovative solutions and access to differentiated opportunities across public and private capital markets. A subsidiary of MassMutual, Barings maintains a strong global presence with business and investment professionals located across North America, Europe, and Asia Pacific.

Job Summary

The main purpose of this role is to be responsible for the successful resolution of day-to-day administrative and operational client queries, acting as the key daily contact point for designated clients in North and South America.

This will require commitment and accountability for the success of regular client interactions, as well as responsiveness and strong communication with each client and the sales/ relationship manager. It will also require effective liaison with business partners across Barings, to leverage expertise and meet client expectations and deadlines. 

Primary Responsibilities

• Work closely with sales/ relationship managers to deliver excellent end-to-end service for assigned clients, develop and maintain a strong understanding of client portfolios and service levels.
• Manage, coordinate and respond to incoming client queries, work collaboratively with internal business partners including sales, CPM, product management, client reporting, onboarding, investor relations, legal, compliance and GTD as needed to resolve.
• Partner with the Client Onboarding team, and other relevant teams, throughout the process to onboard new clients/ distributors by proactively staying informed of progress and working alongside the teams to ensure smooth process and resolution of any issues.
• Ensure all responses to client queries and requests for information are clear, accurate, comprehensive and timely.
• Deliver client communications on regular and key events, working with internal business partners including sales, CPM, product management, marketing, communications, legal and compliance to agree messaging and timing. Examples include:
  • Client reporting
  • Non-investment personnel changes
  • Organization changes/ developments
  • Webinar invitations
  • Shareholder notices
• Ensure Client 360 and Salesforce are updated with all relevant client data, information and interaction, alongside proactive communication with sales/ relationship team on issues, opportunities and developments. Maintain accurate client distribution lists.
• Ensure demand management process is followed for all new or enhanced reporting requests.
• Attend agreed client meetings and conference calls, coordinating the agenda and materials, hosting and following up on any takeaways as agreed with sales/ investment partners. Coordinate, prepare materials and host client operational due diligence meetings.
• Provide client service coverage for Barings’ broader U.S. (and in unique circumstances global) client base as needed to support colleagues in the Client Service Group.
• Oversee client service levels - coordinate initial assessment, monitor on an ongoing basis through client 360 database, utilize agreed demand management process for additional servicing requests and escalate issues related to changes in client service levels.
• Contribute proactively to plans and projects to improve client experience and engagement.

Qualifications

• 1-3 years of experience within either the investment industry or management consulting strongly preferred
• Strong interest in Investments and the asset management industry
• Advanced MS Excel, Word, and PowerPoint skills
• Creative thinker, ability to translate complex ideas for a diverse audience
• Ability to work in a fast paced environment and complete tasks that have high visibility
• Complete work in a timely manner, often with the constraints of deadlines
• Detail-oriented, flexible, and ability to multi-task
• Strong analytical problem solving skills and strong attention to detail
• Excellent written and verbal communication skills
• Demonstrated initiative in problem solving and successful project management
• Takes ownership and responsibility for tasks

#LI-JS1

Barings is an Equal Employment Opportunity employer; Minority/Female/Age/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

Barings offers a comprehensive benefits package including:

CORE BENEFITS & WELLNESS

• Medical (including Virtual Care), Prescription, Dental, and Vision Coverage
• Fitness Center Reimbursement Program (Including Online Memberships)
• Employee Assistance Program (EAP)
• Fertility Benefits

FINANCIAL WELL-BEING

• Highly competitive 401(k) Plan with Company Match
• Health Savings Account (HSA) with Company Contributions
• Flexible Spending Accounts (FSA) - Health Care & Dependent Care
• Retirement Health Reimbursement Account

LIFE INSURANCE

• Basic and Supplemental Life Insurance
• Spouse and Child Life Insurance

TIME OFF, DISABILITY AND LEAVE OF ABSENCE

• Paid Vacation, Sick Days and Annual Holidays
• Paid Leave of Absences (Maternity Leave, Parental Leave, Caregiver Leave, Bereavement Time)
• Short and Long Term Disability Plans
• Paid Volunteer Time

 OTHER BENEFITS

• Education Assistance Program
• Charitable Matching Gifts Program
• Commuter Reimbursement Program
• Adoption and Surrogacy Reimbursement Program