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Global Client Services Senior Manager
The Capital Group Companies
Los Angeles, CA, United States
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Come grow with us
At Capital Group, how we work is defined by shared values that include absolute integrity, respect and collaboration. But it’s more than that. It’s smart and highly driven people united in purpose to serve our investors and one another.
Bring your energy and unique perspective to Capital and you’ll have the opportunity to grow with us professionally, personally, and financially. You’ll be part of a team that genuinely cares about helping you succeed. You’ll work alongside talented colleagues, many of whom build long careers while progressing through multiple roles, establishing lifelong friendships and making a difference in our communities. In return for your contributions, you’ll receive premier compensation and benefits, and a company-funded retirement plan that ranks among the most generous.
Global Client Services (GCS) partners with Distribution to support the sales process and to service client relationships. Operating from locations in North America, Europe and Asia, GCS consists of several functions including RFI/RFP, Client Service, Client Reporting, Product Implementation and Project Management.
As a Global Client Services Senior Manager based in Los Angeles, you will lead the North American client service teams primarily focused on Capital’s US Institutional business. You will have direct leadership responsibility for client on-boarding, client servicing and a newly formed product implementation function. You will partner with North American Distribution to support sales initiatives and to retain client relationships. In this key leadership role, you will contribute to the development of strategic business plans, and will participate in a variety of project initiatives. You will work closely with internal teams across Investment Operations, Sales, Marketing, Investment Services (product), and Legal.
Responsibilities:
• Delivers superior service to our clients by ensuring high-functioning teams are able to meet client needs while simultaneously balancing business considerations.
◦ Regularly engage with the client service teams to stay abreast of service related matters
◦ Leverage relationships across Investment Operations to escalate service issues as needed
◦ Ensure appropriate staffing and resources are available to meet client demands
◦ Develop quantitative and qualitative metrics to track service levels
• Contribute to setting and executing on the strategic direction for the client service function in partnership with North American Distribution.
◦ Proactively engage with key functional groups in NAD such as Sales, Marketing, Investment Services, Sales Operations and Business Management
◦ Serve as the IO lead in key NAD strategic initiatives
• Represent GCS and IO in the NAD business planning process by contributing to the identification and execution of priority initiatives
◦ Stay abreast of internal and external trends to inform the ongoing evolution of our service model, and be a change agent to drive innovative ideas for improving service.
◦ Evolve the service model over time to bring increased value to the sales process and to adjust changes in business strategy.
• Manage department operations through department and functional team budget and resource planning, as well as, achieving the right balance of service, quality, and cost.
Qualifications:
• Management experience in a large, global organization; financial services or investment management industry experience preferred, especially experience in the Institutional Market.
• An undergraduate degree required; MBA, CFA or other related advanced degree preferred.
• Demonstrated track record in driving change, making a business more effective, and effectively influencing others.
• Strong strategic mindset and critical thinking skills.
• Demonstrates initiative by identifying issues and recommending solutions on complex and broad matters.
• Skilled at problem solving, developing practical solutions, and influencing key stakeholders to drive successful implementation.
• Demonstrates ability to collaborate and develop/maintain working relationships inside and outside the organization to enable effective completion of business objectives.
• Ability to work in a collaborative environment, to give and receive input, and consider a broad range of perspectives and incorporate such perspectives in making decisions.
Company Overview:
Founded in 1931, Capital Group is one of the world’s largest and most trusted investment management companies and home to the American Funds. We manage more than US$1.7 trillion in assets, and our 7,500 associates make our clients their first priority every day. When we do our job right, millions of investors around the world fulfill their dreams and financial goals, from home ownership and higher education, to a comfortable retirement. Our long-term investment results and outstanding service set us apart from our competitors, while our workplace sets us apart from other employers.
We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.