Client Services Team Lead; Institutional

Job Description:
Client Services Team Lead (Institutional)

As a Client Services Team Lead
, you will be the bridge between our sophisticated institutional clientele—including pension funds, endowments, and sovereign wealth funds—and our internal investment and operations teams. This role requires a blend of high-level emotional intelligence, technical investment knowledge, and people management skills.

• Department: Client Services / Investor Relations
• Target Audience: Institutional Investors (Pensions, Insurance, Consultants)
• Reporting To: Head of Client Experience or Director of Institutional Relations

• Mentor and manage a team of Client Service Associates, providing regular coaching, performance reviews, and professional development paths.
• Act as an escalation point for complex client inquiries or sensitive operational issues.
• Optimize team workflows to ensure high-quality, timely responses to client requests.

• Relationship Oversight: Maintain deep relationships with key stakeholders at institutional firms, ensuring their specific reporting and service requirements are met.
• Onboarding Excellence: Oversee the end-to-end onboarding process for new institutional mandates, coordinating with legal, compliance, and portfolio management.
• Client Retention: Proactively identify "at‑risk" accounts and develop strategies to improve satisfaction and stickiness.

• Standardize Reporting: Partner with the data team to enhance the accuracy and delivery of quarterly investment reports, DDQs (Due Diligence Questionnaires), and RFPs.
• Process Improvement: Identify bottlenecks in the client lifecycle and implement scalable technology solutions or CRM enhancements.
• Cross‑Functional Liaison: Represent the "voice of the client" in internal meetings with Portfolio Managers to ensure investment strategies align with client expectations.