Overview:

The Assistant Vice President - Senior Relationship Manager (SRM) plays a crucial role in building and retaining business through fulfilling clients needs and offering proactive, personalized relationship management and client service designed to make their investment experience with Fort Washington an exceptional one.  It requires a unique ability to nurture complex relationships, partnering with each client to understand and fulfill his or her individual business needs. The SRM is responsible for opportunistically growing third-party business through cross-selling of existing third-party clients and generating leads on prospective new clients designed to bolster business development efforts within the region. 

Internally, the position involves strategic collaboration with senior team members in business development, portfolio management, operations, marketing, legal/compliance and executive management.  Externally, the position involves strategic collaboration with senior level executives, finance/investment committee members, Boards of Directors, consultants and other professional business partners of the client (domestic and international).  

The role requires a fundamental understanding of investment management, asset allocation, account administration and client reporting, and the ability to address and explain these and other issues with clients and consultants.  The SRM serves as a key client contact, identifying needs and opportunities, addressing client concerns, and acting as the client’s advocate in all matters that affect the relationship with the firm. 

The SRM also serves as a daily coach and mentor to fellow departmental associates and Operations associates who support the team.  Additionally, the SRM is responsible for helping to develop, analyze and communicate client relationship metrics and for partnering with the VP & Director to create and implement changes to the relationship management program based on the results of these metrics. 

Working with minimal supervision, the SRM must independently make a broad range of decisions affecting the strategic relationship with each client, escalating to executive-level management only when appropriate.  

Responsibilities:

Relationship Management:

·       Strategically develops and implements customized relationship management plans to proactively service the individual needs of each clients, and consultant when applicable.

·       Seeks to expand firm business with existing clients by anticipating needs and introducing additional investment solutions.  Seeks referrals from satisfied clients and generate leads from other sources for prospective new clients.  Role requires active civic involvement and the ability to research and pursue prospective business opportunities within the region.  Leads RFP development, new business presentations and finals presentations to existing and prospective clients. 

·       Manages and growsw client relationships through the development of personal trust relationships with key client contacts and business partners.  Serves as the primary client contact and key liaison between FWIA and clients, proactively offering personalized services to fulfill their needs and make their investment management experience exceptional.  Collaborates with clients other external business partners (consultants, custodians, attorneys, auditors, Board/Investment Committee members) on pertinent client specific issues/strategies.  Stays current on all aspects of investment products and financial markets so as to discuss client concerns, impact of economic factors on portfolio performance, asset allocation strategies and operational considerations.  Addresses issues proactively, communicates often and responds accurately and quickly to client concerns, questions and needs.

·       Schedules and leads formal client review meetings with client senior management, Investment Committees and Boards of Directors.  Strategically develops client presentations to effectively communicate key portfolio results and portfolio positioning, and to raise awareness of additional suitable investment strategies (cross-selling opportunities). 

·       Researches and summarizes client business, history, primary contacts and relationships, implementing  proactive service activities based upon individual client needs.  Develops long-term relationship strategies based upon routine client interactions and coordinates implementation with VP & Director.

·       Represents FWIA in the community with clients and prospects at local fund raisers, sponsorships and social events.

·       Interactions routinely involve senior team members from FWIA executive management, portfolio management, operations, compliance, marketing and business development.

Client Service:

·       Oversees and manages the timely and accurate execution and documentation of daily client service activities of departmental associates:

·       New account onboarding process.

·       Closed account process.

·       Client contributions and withdrawals.

·       Ad-Hoc client requests.

·       Organizes and leads year-end annual internal client account review presentations to senior management.  Evaluates the overall relationship status, reviews customized relationship management plans and ensures compliance with all regulatory requirements.  Solicits involvement from senior executives, portfolio managers, compliance, operations, marketing and business development to develop strategic initiatives for the following year.

·       Assists in the firm wide oversight, training, strategic development and process improvement of the firm’s Client Relationship Management (CRM) system.   

·       Reviews client quarterly statements and fee invoices; resolves any issues or answers pertinent client questions.  Ensures all client communications (appraisals, invoices, scheduled reports) are delivered timely and accurately.

·       Investigates and facilitates resolution of potential performance, operational or compliance issues and communicates to client.

·       Assists in the coordination and execution of semi-annual client satisfaction surveys via third-party service provider.

·       Continues to expand knowledge base by attending internal meetings, advisor education seminars/conferences, and continuing education within FWIA.  Proactively seeks training on best practices in the industry on relationship management and client retention.

·       Performs other duties as assigned by management.

Qualifications:

Selection Criteria:

·       Demonstrated successful experience in institutional relationship management with at least five years of experience working as relationship manager with institutional clients.  Must demonstrate a thorough understanding and knowledge of the asset management business and relationship management activities with institutional clients.

·       Proven client service experience, preferably in institutional asset management or financial services industry, including the leadership and coordination of internal resources to address daily client issues, requests and questions.

·       Demonstrated ability to present and communicate complex issues effectively with internal and external executives and professionals.  Superb presentation skills with experience conveying information in a clear, focused and concise manner.  Demonstrated use of strong listening and communication techniques and presentation software.  Proven experience effectively interacting and communicating with all levels of internal staff and management as well as third-party clients, consultants, boards, committees and other business partners at all levels of understanding and knowledge.

·       Proven experience coordinating multiple projects/assignments simultaneously and completing assigned tasks accurately and timely.  Must demonstrate a strong attention to detail with excellent organization skills.  Expected to cite examples of organization and time management/methods used to manage or prioritize workload demands.  Must demonstrate project management experience in planning, executing and maintaining a project from start to finish.

·       Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions.  Must be able to cite examples of good decision-making skills when dealing with multiple alternatives.  Demonstrated ability to conceptualize and use new methodologies.

·       Proven ability to generate a network within regional markets.  Demonstrated track record of relationships within the business community with the ability to attend business functions to introduce the firm and generate leads for business development prospects.

·       Demonstrated ability to exercise excellent judgment with confidential client information.

Work Setting:

Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings or making presentations.

·       Requires visual acuity to read a variety of correspondence, reports and forms and to prepare and analyze data.

Educational Requirements:

·       Bachelor’s degree, preferably in business (finance, marketing, accounting) or equivalent experience within investment industry.

·       MBA is desirable.

Computer Skills and Knowledge of Hardware & Software Required:

·       Proficient in Microsoft suite of products (Word, Excel and PowerPoint).

·       Ability to attain proficient knowledge of client management software (Satuit).

Certifications &Licenses (i.e., Series 6 & 63, CPA, etc.):

·       FINRA Series 7 and 66 required or obtained within first six months.

·       CFA is desirable.

Position Demands:

·       Extended hours required during peak workloads or special projects.

·       Some overnight travel required.