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Senior Client Service Operations Manager
GAM Investments. Implement, oversee and continuously improve GAM's distribution operating model .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in fund distribution models, operational management, and stakeholder relationship building, with a strong focus on process improvement and compliance within asset management. Proficient in managing distributor onboarding, fee reconciliation, and operational queries while ensuring service excellence.
Highest-signal resume keywords
Fund Distribution ModelsStakeholder ManagementOperational Process ManagementAdvanced Microsoft ExcelKnowledge of UCITS and AIFMD
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Fund DistributionTransfer Agency OperationsDistribution AgreementsTrailer Fee ArrangementsOperational Change ManagementFee ReconciliationClient ServicingAnalytical SkillsProblem-Solving SkillsAttention to Detail
Soft Skills
Relationship-BuildingClient-FocusedOwnership and AccountabilityCollaborativeResilient
Tools & Technologies
Microsoft DynamicsCRM PlatformsRoomZero AUM and Flow System
Industry Keywords
Asset ManagementFund DistributionThird-Party OversightCross-Border Fund DistributionService Provider Relationships
About the role
Key responsibilities & impact- Implement, oversee and continuously improve GAM's distribution operating model
- Serve as the primary operational relationship manager for key distribution partners and service providers
- Coordinate distributor onboarding calls with FundRock and internal stakeholders, maintaining agendas, action logs and timely completion of activities
- Translate commercial requirements from Sales into operational and regulatory requirements for FundRock and other service providers
- Coordinate third-party introducer arrangements with Legal and service providers
- Manage distributor onboarding and ongoing relationship management
- Ensure fee schedules accurately reflect agreed commercial arrangements and trailer fees
- Resolve distributor agreement issues with clients, FundRock, GAM Legal and Compliance
- Support FundRock and Apex with distributor, agent and operational queries
- Respond to platform-related enquiries from Sales teams, distributors and FundRock
- Provide RoomZero AUM and Flow system client matching, breakdown extraction, training and support
- Investigate and resolve trailer fee, fee reconciliation and distribution remuneration issues
- Review and validate introducer estimates, invoices and reporting extracts
- Contribute to Apex Steering Committee meetings and monitor remediation actions
- Investigate complex operational issues, identify root causes and drive process improvements
- Coordinate distributor communications for fund and product changes, initiatives, launches and operational changes
- Participate in Distribution Leadership Group meetings
- Respond to client enquiries and provide fund, account and operational information
- Manage client complaints with Compliance, Product Specialists and other stakeholders
Requirements
What you’ll need- Significant experience within asset management, fund distribution, transfer agency or client servicing
- Strong understanding of fund distribution models, intermediary relationships, platforms and transfer agency operations
- Experience working with ManCos, transfer agents and outsourced service providers
- Knowledge of distribution agreements, trailer fee arrangements and fund share class structures
- Strong stakeholder management and relationship-building skills
- Experience managing operational processes, governance frameworks and service provider relationships
- Advanced Microsoft Excel skills
- Excellent analytical, communication and problem-solving skills
- Knowledge of UCITS, AIFMD and cross-border fund distribution
- Experience with outsourced operating models and third-party oversight
- Experience with Microsoft Dynamics or similar CRM platforms
- Experience leading operational change and process improvement initiatives
- Knowledge of fund remuneration and distribution fee processes
- Client-focused with a commitment to service excellence
- Strong ownership, accountability and judgement
- Commercially aware with a pragmatic and solutions-oriented approach
- Highly organised with strong attention to detail
- Collaborative and resilient in a fast-paced environment
- Continuous improvement mindset with a focus on operational excellence
Benefits
Comp & perks- Comprehensive range of benefits and performance-based compensation
- Variety of lifestyle and family benefits to promote well-being in and out of the workplace
- Benefits vary according to local market conditions