Client Services Advisor

Summary:
The Institutional Client Service Advisor (“CSA”) role is an important relationship management and servicing role within Neuberger Berman’s NA institutional business. Each Institutional Client Service Advisor is paired up with a Client Advisor(s) (Institutional salespeople) and reports to the Manager of North America Client Service. Each Client Service Advisor is expected to have the ability to forge close relationships with senior client representatives, be adept at understanding client needs, and in response to those needs show an ability to deliver value added services customized to each client’s requirements. CSAs are also expected to work very closely with the Client Advisors he or she supports, and leverage their deep client knowledge to identify ‘at-risk’ relationships and forge plans to retain them or help Client Advisors identify cross selling opportunities. This role also requires each CSA to develop strong relationships with Neuberger Berman’s investment professionals including portfolio managers and product specialists, together with operations and functions they partner with. CSAs also needs to both work autonomously and within a team environment being flexible and with a team oriented outlook.

CSAs partner with many functions across Neuberger Berman including our operations, legal and compliance, mutual fund services and new mandate on boarding team. On reporting specifically, CSAs are supported by our client reporting and analytics team which is aligned against each investment capability of Neuberger Berman.

This role would serve as a dedicated client service resource and work in conjunction with portfolio management resources to support the business in Canada related investment activities (including onboarding, reporting and day-to-day client management).

Responsibilities:

- Provide leadership for, and management of, all activities and matters relating to client service for the assigned book of clients. Drive the delivery of a premium service across the client base
- Develop individual client relationship plans covering the service engagement model working closely with the Client Advisors supported
- Proactively implement the appropriate client servicing standards including reporting, cadence of portfolio reviews and due diligence meetings, and put together appropriate client communication plans
- Develop relationships with appropriate client contacts and set own relationship management schedule with appropriate touch points (incl. light travel when needed); use touch points to keep current on changes being made, new managers being added, portfolio restructuring being considered, consultant/ staff changes, competitor insights, etc. and systematically share with both consultant coverage team and client advisor
- Have an in-depth understanding of the client portfolio and performance; provide proactive support and communication to clients with respect to production/firm performance, attributes and developments
- Partner with Neuberger Berman’s reporting and analytics teams in New York and Chicago to ensure the quality of client review materials; provide Portfolio Managers with appropriate materials and insight to ensure they have appropriate depth on the client’s needs in advance of each Client / Portfolio Manager interaction
- Prepare, lead, and attend portfolio review meetings with Portfolio Managers and provide necessary follow-up including call notes
- Manage and oversee all aspects of client administration and related service delivery from other internal support functions. Review reporting content and be ultimately responsible for quality of content delivered to clients.
- Be the lead on all client interactions during the on boarding process, leveraging the on boarding team for project management of the on boarding internally; proactively use the on boarding process to communicate the Neuberger Berman proposed servicing model, and get insight into client needs, including their expectations on how we interact with their consultants and other partners, if applicable
- Together with Legal partners, negotiate Investment Management Agreements with effective communication to the client regarding Policy and Investment Management issues; Proactively ensure Neuberger Berman delivers on all requirements established in the Investment Management Agreements
- For customized portfolios, provide appropriate depth on the clients mandate, investment benchmarks, guidelines and servicing requirements so as to ensure all internal partners have necessary information to act.
- Coordinate the drafting of agreements and perform due diligence process for new clients with internal departments.
- Proactively identify trigger events putting mandates at risk (e.g. M&A, staff change, field or firm consultant change, change in consultant view on the strategy) and work with client advisors to mobilize the firm on at risk mandates
- Utilize contact management system (Salesforce) for entering