Client Service Manager

MFS Investment Management • Boston, MA

1d • Hybrid

About The Position

At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters – to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures. THE ROLE Using discretion and judgment, the Client Service Manager performs client service functions, including but not limited to new account onboarding, for a dedicated group of Institutional, Wholesale and Platforms clients (as relevant for the respective region). Works together with the Relationship Manager and other areas of MFS to service clients and ensure strong team communication on relevant matters. Responsible for maintaining systems and processes to ensure that client needs are met on a consistent, accurate and timely fashion and in compliance with relevant MFS policies and local regulations. A key member of the MFS Relationship Team for a dedicated group of clients. WHAT YOU WILL DO Partners with the Sales and Relationship Management Team during the onboarding of new accounts and is a key point of contact for clients and internal business partners during these complex transitions. Facilitates the internal and external review and negotiation of contracts and investment guidelines, operational and regulatory documentation, and funding activity. Works with the Product Management and Investment Teams to identify and resolve any guideline issues with the client, where required. Partners with Operations, the Relationship Manager and/or Sales Manager, as relevant, to ensure operational aspects of any new onboarding are communicated and resolved. Engages with client to identify unique reporting or operational requirements. Ensures timely, clear and concise communication of client and prospect information to ensure MFS can meet their unique requirements. Documents all new requirements and procedures within the department protocol and escalates areas of concern. Responsible for creating and maintaining onboarding cases within the Client Relationship Management system (CRM) once business has been won, presenting upcoming new relationships at meetings and managing all feedback received. Assists the Relationship Manager to service existing clients. Supports the successful resolution of all operational issues identified by the clients, their consultant or custodian bank, as well as internally assessed challenges. Works directly with clients and other MFS departments regarding cash flow notification, portfolio rebalancing, in-kind transition coordination, reporting requirements (e.g. performance, account transactions, and market/attribution commentary), compliance reporting and certifications, contract amendments, guideline changes, compliance matters, due diligence, and operational details. Communicates any changes or updates to client investments initiated by the client; working with Product Management and Institutional Portfolio Managers (IPM's) and Compliance to implement. Assists with the communication and implementation of MFS driven changes or enhancements to product guidelines. Works with the Relationship Manager to prepare for client meetings by providing a status of relationship and updates on completed and ongoing matters; participates in the effort to prepare and finalize portfolio review materials. Occasional business travel may be required. Works closely with other MFS departments to ensure strong team communication on relevant operational and administrative matters and new projects. Updates CRM with all 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. Collaborates with the Sales/Relationship Coordinator(s) globally on a as needed basis. Ensures timely, clear and concise communication of client and prospect information to make certain MFS can meet their unique requirements. Assumes additional responsibilities as requested.

Requirements

• Bachelors’ degree or equivalent experience preferred.
• Willingness to complete other studies as regionally required.
• Exceptional organization skills, ability to work independently as a team player with all levels of the firm.
• Strong attention to detail, and commitment to the highest quality standards.
• Excellent written and oral communication, proven project management, analytical skills, strong influencing, and negotiation skills.
• Ability to work well with and manage projects & transitions that include representation from individuals at all organizational levels.
• Demonstrated ability to prioritize work effectively and show adaptability to changing internal priorities and client demands.
• Demonstrated fluency in Microsoft Office suite applications.
• Thorough knowledge of relevant PC programs, including Microsoft Office and familiarity with CRM platforms.
• Ability and willingness to learn new programs as needed.
• US position requires FINRA Series 7 and 63 registrations to be attained in accordance with MFS’ licensing policy.

Nice To Haves

• Depending on business stream and territory, fluency in additional language may be required.

Responsibilities

• Partners with the Sales and Relationship Management Team during the onboarding of new accounts and is a key point of contact for clients and internal business partners during these complex transitions.
• Facilitates the internal and external review and negotiation of contracts and investment guidelines, operational and regulatory documentation, and funding activity.
• Works with the Product Management and Investment Teams to identify and resolve any guideline issues with the client, where required.
• Partners with Operations, the Relationship Manager and/or Sales Manager, as relevant, to ensure operational aspects of any new onboarding are communicated and resolved.
• Engages with client to identify unique reporting or operational requirements.
• Ensures timely, clear and concise communication of client and prospect information to ensure MFS can meet their unique requirements.
• Documents all new requirements and procedures within the department protocol and escalates areas of concern.
• Responsible for creating and maintaining onboarding cases within the Client Relationship Management system (CRM) once business has been won, presenting upcoming new relationships at meetings and managing all feedback received.
• Assists the Relationship Manager to service existing clients.
• Supports the successful resolution of all operational issues identified by the clients, their consultant or custodian bank, as well as internally assessed challenges.
• Works directly with clients and other MFS departments regarding cash flow notification, portfolio rebalancing, in-kind transition coordination, reporting requirements (e.g. performance, account transactions, and market/attribution commentary), compliance reporting and certifications, contract amendments, guideline changes, compliance matters, due diligence, and operational details.
• Communicates any changes or updates to client investments initiated by the client; working with Product Management and Institutional Portfolio Managers (IPM's) and Compliance to implement.
• Assists with the communication and implementation of MFS driven changes or enhancements to product guidelines.
• Works with the Relationship Manager to prepare for client meetings by providing a status of relationship and updates on completed and ongoing matters; participates in the effort to prepare and finalize portfolio review materials.
• Occasional business travel may be required.
• Works closely with other MFS departments to ensure strong team communication on relevant operational and administrative matters and new projects.
• Updates CRM with all 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.
• Collaborates with the Sales/Relationship Coordinator(s) globally on a as needed basis.
• Ensures timely, clear and concise communication of client and prospect information to make certain MFS can meet their unique requirements.
• Assumes additional responsibilities as requested.

Benefits

• MFS contributes an amount equal to 15% of your base salary to your retirement account that is separate from the company -sponsored 401(k)
• Education Assistance: MFS contributes $100 monthly up to $10,000 lifetime maximum directly to loan provider
• Education Assistance: Tuition reimbursement up to $8,000 annually
• Education Assistance: Access to discounted tutors and college coaches
• Generous time off and fully paid leaves including 20-weeks for maternity, 12-weeks for parental and caregiver leaves
• Choice of medical and dental plans and an and an employer contribution into the Health Savings Account
• Tax deferred commuter benefits & flexible spending accounts (medical & dependent care)
• Wellness Programs: Robust wellness webinars, employee assistance program with a focus on mental health, subsidized fitness benefit via Wellhub (formerly Gympass), where you can workout at gyms, studios and boutique fitness locations near you, join virtual personal training sessions and access a wide variety of well-being apps

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level