Associate Client Relationship Manager

Overview

Overview

The Role & Key Responsibilities

Relationship Management

• Support the management of client relationships through regular interaction and responsiveness to queries
• Act as a secondary point of contact for assigned clients, ensuring timely and solution-oriented responses
• Build a strong understanding of client structures, objectives, and service expectations
• Gather and relay client feedback to internal teams to support continuous improvement
• Coordinate with internal stakeholders (Operations, Product, Compliance, etc.) to ensure effective service delivery
• Assist in preparing for client meetings, including materials and follow-up actions
• Ensure consistent quality of communication and maintain a strong client-centric approach across all interactions

Service Delivery & Client Support

• Monitor service delivery across assigned clients to ensure agreed standards are met
• Track and follow up on client requests, issues, and deliverables
• Escalate risks or issues appropriately to senior CRM team members
• Support the resolution of operational or service-related issues
• Exercise sound judgment in identifying and escalating service, operational, or relationship risks
• Maintain clear tracking of commitments and ensure timely closure of all client-related actions

Commercial Support & Growth

• Identify potential opportunities for additional services or solutions based on client needs
• Support senior CRMs in cross-selling initiatives and client development activities
• Assist in monitoring scope of services and flag potential scope changes
• Support identification of out-of-scope activities and contribute to scope alignment discussions

Client Profitability & Administration

• Support basic tracking of client profitability metrics and reporting
• Assist with invoicing coordination and cash collection follow-ups where required
• Maintain accurate client records, pipelines, and CRM system updates

Day-To-Day Role

• Act as a key coordination point between clients and internal teams
• Support the lead CRM in managing client relationships and communications
• Ensure consistent follow-through on client commitments and deliverables
• Prepare internal updates, status reports, and management information
• Contribute to a collaborative, client-focused team environment
• Support implementation of governance practices (e.g., shared mailboxes, structured communication channels, service models)
• Actively support client experience initiatives, ensuring feedback is captured, tracked, and translated into service improvements

Attributes & Experience

• Approximately 3-5 years of experience in client servicing, relationship management, or operations within Fund Services or Financial Services
• Good understanding of fund structures, client servicing models, and operational processes
• Strong organisational and coordination skills with attention to detail
• Analytical mindset with sound numerical and problem-solving abilities
• Bachelor’s degree in finance, business, or a related discipline (professional qualifications are an advantage but not required)

Personal Attributes

• Strong communication and interpersonal skills, with the ability to engage confidently with clients and colleagues
• Client-focused mindset with a proactive and solution-oriented approach
• Collaborative team player with a willingness to learn and develop
• Commercial awareness with an interest in building client relationships
• Ability to prioritise effectively and manage multiple tasks
• Demonstrates ownership, accountability, and reliability in delivery
• Positive attitude with a strong desire for professional growth

Development Perspective