Client Relationship Officer

**Purpose of the position**

The Client Relationship Officer (CRO) is key to delivering exceptional and consistent client experience, acting as the main point of contact for all operational and service matters across a portfolio of institutional clients and consultants. Based within the Client Management Team, the CRO works closely with other Operations teams and internal stakeholders. This is a hands-on role that focuses on day-to-day execution, resolving issues, and maintaining ongoing client engagement, with support from the Team Manager.

**Key responsibilities of the position**
- Client Service and Relationship Management
- Act as the primary contact for all operational and service-related client requests and queries.
- Build and maintain trusted relationships with clients by delivering on commitments.
- Proactively identify client needs and expectations, using feedback and service insights to recommend and implement improvements that enhance the overall client experience.
- Escalating critical client feedback to manager for immediate resolution.
- Case Management System
- Responsible for tracking, monitoring and resolving all client queries in the case management system ensuring SLA compliance.
- Escalate complex issues when necessary while ensuring clients receive timely updates and resolutions meeting SLA.
- Support the team in enhancing the system by assisting with the review and maintenance of case categories, SLAs, and workflow processes.
- Collaborate with the Manager to implement improvements as the system matures, ensuring alignment with client service needs.
- Contribute to the effective use of the system by identifying inconsistencies or inefficiencies and assisting with the role out of the system changes.
- Maintain accurate and complete case data to enable reliable reporting, tracking, and insights that support excellent client service delivery.
- Onboarding and Transitions
- The primary point of contact for clients during onboarding, driving the onboarding timeline to ensure adherence to SLA and a smooth transition for new clients
- Client Data and CRM System
- Ensure that client information maintenance is completed in the system as detailed in team procedures.
- At all times maintain accurate, up-to-date client records and interaction logs in the CRM system.
- Track all client interactions and feedback in the CRM system to identify service improvement opportunities.
- Client Reporting and Audits
- In partnership with finance, dispatch client fee invoicing, resolving any issues and follow-ups ensuring revenue protection.
- Responsible for supporting client audit processes by providing requested information and timely and accurate responses to ensure client compliance.
- Responsible for the generation and delivery of client ad hoc and bespoke reporting as needed.
- Client Meetings and Presentations
- Support the preparation for client review meetings.
- Over time, take ownership of hosting service review meetings.
- Support in providing data or presenting to clients when requested.
- Collaboration and Cross-Functional Engagement
- Work closely with internal teams, such as Portfolio Management, Sales, Compliance, Client Operations and Client Reporting, to ensure seamless delivery of services and support.
- Assist with internal projects aimed at process improvement and client experience enhancements.
- Process and Risk Management
- Ensure process documentation is current and adhered to.
- Contribute to continuous improvement initiatives and digital transformation projects.

**Qualifications**
- Relevant tertiary qualifications (e.g. Finance, Investment, Commerce, Accounting).

**Knowledge and experience required**
- 3-5 years of experience in client services, relationship management or a related operational role.
- In-depth understanding of asset management, including various asset classes, investment strategies, and risk management.
- Familiarity with the regulatory environment and compliance requirements for asset management firms.
- Awareness of industry trends and emerging technologies in client experience and relationship management.
- Proficiency in Microsoft Office Suite, particularly Excel, Outlook, PowerPoint, Planner, and SharePoint Online.
- Experience with Charles River, Hiport, Infostore etc
- Experience with CRM systems, such Microsoft Dynamics 365, is a plus.
- Familiarity with reporting systems and data visualization tools like Power BI, or similar platforms is a plus.

**Key competencies and behaviours**
- Has an exceptional ability to grow relationships and build rapport with clients and team members alike.
- Excellent communication (verbal and written), interpersonal, and relationship-building skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and as part of a team.
- Ability to work collaboratively with internal teams and external clients.
- Detail-oriented and highly organized.
- Adaptable and able to manage multiple tasks and prio