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Client Service Associate, Team Leader

Russell Investments

Russell Investments

Customer Service
Mumbai, Maharashtra, India
Posted on Monday, April 29, 2024

Business Unit:

Global Distribution Operations

Reporting To:

Head of AIS Portfolio & Business Consulting


About Russell Investments, Mumbai:

Russell Investments is a leading outsourced financial partner and global investment solutions firm providing a wide range of investment capabilities to institutional investors, financial intermediaries, and individual investors around the world. Building on an 87-year legacy of continuous innovation to deliver exceptional value to clients, Russell Investments works every day to improve the financial security of its clients. The firm is the world’s sixth-largest investment adviser, with $1 trillion in assets under advisement (as of June 30, 2022) and $288.3 billion in assets under management (as of March 31, 2023) for clients in 30 countries. Headquartered in Seattle, Washington in the United States, Russell Investments has offices around the world, including London, New York, Toronto, Sydney, Tokyo, Shanghai – and has opened a new office in Mumbai, India in June 2023.

Joining the new Mumbai office is an incredible opportunity to work closely with global stakeholders to support the technology and infrastructure that drives the investment and trading processes of a globally recognized asset management firm. Be one of the first to join this new team based out of Goregaon (East) in Mumbai and be a part of creating the foundation and culture for the firm’s growing operations in India. The Mumbai office operates 5-days a week from Monday to Friday with varying shifts to accommodate time zones around the world.

For more information, please visit https://www.russellinvestments.com.

Job Description:

The Client Service Associate (CSA) Team Leader will be a player coach for the CSA team whose primary responsibilities are to support various functions within the North America Advisor and Intermediary Solutions business to help achieve the unit’s ambitious sales goals. For example, supporting the achievement of growth goals in separately managed accounts; gaining efficiencies in representing data on our mutual funds, model strategies and separately managed accounts on third party data platforms; and supporting our practice management initiatives designed to help advisors grow their businesses. Through these activities, the CSA Team assists the sales teams in providing a high-quality service experience to financial advisor clients and end investors.

The successful CSA Team Leader candidate will have a demonstrated track record of effective team leadership, workflow prioritization and organization, associate mentorship and development, as well as ability to work independently across time zones, a collaborative mind-set, a strong work ethic, and a desire to grow their skills and knowledge.

The responsibilities of the individual in this position include:

  • Serve as primary point of contact between Mumbai-based CSA team and North America-based Advisor and Intermediary Solutions business
  • Manage workload and workflow of the Mumbai-based CSA team, proactively engaging with North America contacts in communications about related progress, wins and issues
  • Provide reactive and proactive support for Sales, National Accounts, Personalized Managed Accounts, Portfolio Consulting, and Business Solutions Teams
  • Support the proposal, opening, maintaining and closing of Personalized Managed Accounts: convert large data sets from PDF to excel format; scrub data; run proposals; coordinate the account opening process and transactions in partnership with the Personalized Managed Accounts Services team; identify and solve reconciliation questions; understand plan administrators’ tools, dashboards and systems; research distributor questions and inquiries using a variety of internal and external systems and resources; escalate operational, client service and technical issues as necessary
  • Efficiently and effectively prepare mutual fund, model strategy and separately managed account data prior to uploading to third party data platforms accessible to financial advisors, key account decision-makers and end investors
  • Run and format Custom Business Analyses for the practice management team’s use with financial advisors
  • Other duties as assigned

The successful candidate will have extensive demonstrable skills and experiences including the following:

  • Bachelor’s degree
  • Pursuit or completion of relevant wealth management certifications or exams (e.g., Certified Investment Management Analysis, Chartered Financial Analyst, etc.) preferred
  • Ability to work during EMEA business hours
  • Three or more years of client service and financial industry experience, including experience in an operations-based financial environment. Mutual fund or separately managed account experience is preferred.
  • Demonstrated team leadership experience preferred
  • Knowledge of global capital markets, the wealth management industry, investment vehicles commonly used by financial advisors (e.g., mutual funds, model strategies, separately managed accounts)
  • Excellent listening and written communication skills; ability to follow written procedures
  • Ability to thrive in a team environment while also working independently
  • Capacity to establish and manage a process under deadlines. E.g., time management and organizational skills; ability to manage multiple responsibilities and changing priorities
  • Demonstrated proficient analytical and technical skills. E.g., working with various software products, such as Morningstar suite of products, in particular Morningstar Direct; Microsoft suite of products, in particular Microsoft Dynamics, Excel, Outlook