Team Lead Business Analyst (Client Management Support)

Join Columbia Threadneedle Investments, an Ameriprise Financial company, in this exciting new position. This role will work in close partnership with the EMEA Client Management team and other internal teams to ensure client-driven activities, processes and outcomes result in an excellent service and experience for our clients.

You will own specified client-driven activities, processes and outcomes for clients owned by this team, always with reference to each client s Agreements and Columbia Threadneedle standards.

The majority of your time will be spent completing defined activities arising from client queries or periodic/ad-hoc events, leveraging defined guidelines, training materials and operating procedures. In addition, you will be expected to identify opportunities to improve these processes and work with internal teams to deliver these improvements.

In some cases, you may interact directly and independently with clients, escalating where necessary to the relevant Client Manager(s); in most other cases you will work closely with the relevant Client Manager(s) to enable them to represent the firm most effectively to our clients.

• Working with internal teams and Transfer Agents to enable clients to invest in our funds, including agent set-up, authority to deal and rebate terms.
• Set up clients to receive relevant service deliverables such as periodic reporting and marketing materials.
• Assist Client Managers in clarifying client needs, mapping to our service standards, surfacing complexities and identifying solutions for bespoke requirements.
• Own processes related to defined client changes, such as a direct distributor moving to a sub-distributor relationship via a platform.

• Resolve day-to-day client and Transfer Agent queries either directly or via the relevant Client Manager(s).
• Ensure client cash flows and orders are properly vetted and communicated to the relevant internal teams and/or Transfer Agents for timely and accurate completion.
• Manage the timely creation and delivery of information required to satisfy document, data and other similar requests from clients, such as audit, Columbia Threadneedle Investment company due diligence and attestation requests.
• Co-ordinate the production, delivery and record keeping in the CRM tool of outbound client communications such as shareholder notices and corporate actions.
• Maintain and update Client Management-owned data, processes and records, ensuring accuracy and confidentiality.

• Assist in the coordination of client projects, including tracking progress, managing timelines, and ensuring deliverables are met.
• Provide data analysis and insights as required to support project initiatives, deliver periodic management information and enable continuous improvements.
• Identify opportunities to improve processes owned by Client Management, including automation, efficiency, scalability and risk reduction, and work with internal teams to deliver those improvements.
• Manage and/or support processes related to Client Management controls and governance, such as vendor risk assessments and quality checks.
• Support processes related to client complaints and client-related risk events.
• Participate in training programs to continuously improve skills and knowledge related to client management and the industry.

• Bachelor s degree in finance, Business Management or equivalent.
• Strong customer service skills.
• Strong verbal English language proficiency.
• The ability to multi-task in usage of different applications and tools including Salesforce, Excel, Teams, Outlook, among others.
• Strong analytical and problem-solving skills.
• Strong collaborative and team-working skills.
• The ability to effectively liaise with stakeholders across the business as required to resolve requests/issues in a timely manner.
• Strong attention to detail, ensuring full record keeping, notification, escalation, tracking and follow up of all incidents.
• Excellent listening skills and assertive, empathetic approach to dealing with stakeholders within the business.
• Ability to build relationships across multiple partners with strong teamwork and collaboration skills.

• 5 to 7 years of relevant experience working in client service, account management, client onboarding or project management within financial institutions, especially in asset management. .
• An understanding of fund management, financial instruments, administration processes, performance analysis and reporting.
• Good self-organizational and time management skills; ability to work under pressure to short deadlines.
• Experience of data analysis and insights with complex data sets.
• Experience of process improvement and automation.