Client Relations Manager

The Client Relations Manager will play a key role in delivering high-quality, compliant, and engaging interactions with our investors and advisers.

The role is responsible for delivering exceptional service to our clients (retail investors and financial intermediaries) and working collaboratively with internal business units to help support the business’ fundraising efforts. The individual will have strong knowledge across Puma’s entire product range, ensuring communications with clients are both accurate and timely. They will also support other team members in their day-to-day roles. In addition to day-to-day responsibilities, the individual will look to streamline, digitise and automate manual processes, to increase efficiencies within the team and work closely with the Head of Client Relations to drive new initiatives and positive engagement with our underlying client base.

Key Responsibilities

• Responsible for day-to-day management of workloads across the team, ensuring compliance with both internal and external deadlines
• Take ownership of escalated challenging queries and complaints raised by both colleagues and external clients ensuring these are resolved quickly and effectively
• Line management of team members, responsible for goal setting, performance management and career development in line with the Puma values
• Ownership of the client redemptions and transfers processes, ensuring they are processed quickly and accurately, following the pre-agreed processes
• Respond to incoming investor, adviser and third-party queries via phone, email and post in an accurate and timely manner and within the set SLAs
• Processing of legal documents for investors and their estates and conduct KYC and AML checks, where required
• Maintain electronic client records in an orderly and comprehensive manner across multiple systems and third-party partners
• Assist with training and reviewing work for new joiners
• Ownership of client experience/retention initiatives, as agreed with the Head of Client Relations
• Maintain electronic client records in an orderly and comprehensive manner across multiple systems and third-party partners
• Support the organisation and execution of annual investor events
• Ownership of client experience/retention initiatives, as agreed with the Head of Client Relations
• Share client feedback directly with management and identify opportunities to improve service and increase efficiencies within the team
• Follow team and business policies and procedures, ensuring any complaints and/or operational incidents are recorded and escalated to management in a timely and accurate manner
• Complete four-eye checks on instructions as required
• Other ad hoc duties as requested from time to time