CLIENT RELATIONSHIP
MANAGER BY: MAHA KHAN PHILLIPS • PROFILES BY: STUART NEWMAN
C
lient service is a very wide
ranging role. On the
“Every single person in every single
institutional investment side, it
covers both internal and external clients.
organisation is a client to somebody”
“So every single person in every single
organisation is a client to somebody.
Nigel Down, SEI Investments
Often the biggest frustration is when
people don’t realise who their clients are
internally,” explains Nigel Down, head CHRISTOPHER FLEMING
of client service at SEI Investments.
Whether it’s a private bank, an asset
Title: Associate
manager, or a pension consultant, client
Current employer: Hewitt Associates
service teams are responsible for all
Previous employers:
Deutsche Asset Management
details of dealing with clients. “We’re
University:
not expected to know everything about
University of Canterbury, New Zealand
all aspects of legal regulation and Degrees: Bachelors in Mathematics
investment, but a good client Professional qualifi cations:
relationship manager will know where
CFA Level III candidate; IMC
to go to get that information,” explains
Down. Unsurprisingly, he points out
What attracted you to this career path?
that communication skills, and an
I was attracted by the variety of work and dealing with clients. I’m able to use
ability to get along with everyone, is
my knowledge of investment markets and products and my communication
vital. “You can’t get the job done well
skills. I’m regularly in contact with fund mangers, performance measurers,
unless you enjoy social interaction with
custodians, actuaries, pension lawyers, banks etc.
your fellow human being.” He also
believes that relationship managers have
What are the major challenges you face in your position?
to be quick on their feet. “Sometimes a
Continual change of the pension’s market and the subsequent launch of
client will say something which is a key
investment products. The remit is vast.
for a whole new area of business. Th e
client service person is also a sales
Are there certain skills you would consider useful for your job?
person, whereas a lot of salespeople are
Communication and general empathy with trustee bodies is a key skill in my
not client service people. You have to be
role. You don’t necessarily have to know everything about everything (although
the remit is broad) or need to be a mathematical genius.
very well rounded to do client service.”
Iraj Ispahani, regional market leader,
How do you think the role you’re in now will change over time?
EMEA, for Korn Ferry International, the
Investment products are becoming more and more complex. Therefore more
recruitment fi rm, believes that the role is
time will be needed in making trustees feel comfortable with the variety
becoming increasingly important. “Th e
available. I sense that the buy-out/buy-in market will also become a larger
game is changing. People who are eff ective
player than it currently is and will take up more time.
in capital raising and distribution are
much more valuable. In this world of open
Do you have advice for someone intending to pursue the same career path?
architecture and competition, those who
To do this job you need to be a good generalist and communicator, therefore
can manage senior relationships create
keeping abreast of general trends in the market and honing communication
access. Professionals who have selling and
skills (written and verbal) are valuable assets to gain.
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