Manager - Client Service

THE ROLE

Using discretion, judgment, and industry knowledge, manage a team that has a broad impact on the functions of the Global Client Service Team as well as other parts of broader organization. Makes recommendations and implements processes / procedures to reduce risk, enhance service, and increase effectiveness. Directs and performs client service functions for a dedicated group of clients by developing key relationships and providing value added services. Works together with Relationship / Account Managers and other areas of MFS to service clients and ensure strong team communication on relevant matters. Responsible for initiating, developing, and maintaining organizational structure / systems / processes to ensure client needs are met on a consistent, accurate and timely fashion and in compliance with all relevant MFS policies. Responsible for training and education of team members, and for supporting their ongoing professional development.

WHAT YOU WILL DO

• Manages a Team that has a broad range of functions impacting the specific distribution channel of focus & Global Client Service business, the clients, and other parts of the organization. Executes project plans and coordinates the completion with various groups across the company.
• Initiates and maintains workflows, processes and procedures relevant to supporting the specific distribution channel of focus across vehicles and strategies. Identifies areas for improvement and for greater efficiency, leveraging the resources and best practices of the broader Global Client Service Team, working with key Stakeholders across the rest of MFS.
• Represents the Global Client Service team and serves as a resource in firm wide projects and initiatives focused on integrating regional business, market and vehicle requirements, and processes into MFS' overall business model. Working in a collaborative and professional manner, identifies functions that can be owned by other groups and functions that should / would be owned by our team.
• Responsible for training and education of team members and for supporting their ongoing professional and career development, identifying education or skills gaps, stretch goals and learning opportunities.
• Implements, maintains, and monitors the Global Client Service platform and associated business standards based on information solicited through ongoing feedback from internal partners and the best practices in the marketplace.
• Acts as a technical resource for the Global Client Service team; Maintains up-to-date knowledge of market trends and compliance issues; understands and implements any required changes to regulatory disclosures. Trains staff where necessary to ensure consistency of standards in client service.
• Identify, resolve and escalate issues encountered for assigned region and clients as appropriate within the MFS home office. Ensure non-US separate account, commingled vehicle and professional buyer needs are understood and addressed within the broader MFS organization. Responsible for a designated book of business. Partners with the appropriate Relationship / Account Managers and regional business heads to effectively handle all transitions associated with the assigned book and ensures client reporting, processing and ad hoc servicing needs are met.
• Partners with Relationship / Account Managers to prepare for client meetings, including providing a status of relationship and update on completed and ongoing matters; leads the effort to prepare and finalize portfolio review materials. May lead or participate in meetings at MFS or at client sites as appropriate.
• Updates Relationship / Account Managers with all relevant client touch points. Maintains client records, client contracts, and correspondence in firm databases as required. Ensures work meets department standards and initiates procedures to improve processes and overall quality control.
• Assumes additional responsibilities as requested.

WHAT WE ARE LOOKING FOR

MBLI

PDN-9da42898-4133-402c-a12b-6977538afb01