Manager, Service – Financial Services (Hedge Funds)

GLG is seeking a Service Manager to service and manage client relationships for our Core Hedge Fund clients on the Financial Services segment in the Americas.

A Service Manager is tasked with scoping, facilitating, managing and executing primary research projects for a range of client users. Service Managers on Core will have direct responsibility for individual users and relationships and will be responsible for facilitating customized research products and creating innovative solutions on each client assignment.

Specific responsibilities include (but are not limited to):

• Taking accountability and responsibility for a book of 2-3 large enterprise clients by serving as a thought partner to scope, design, and deliver a range of bespoke projects. Most projects are based on short turn-around phone consultations, but the role also involves scoping out and pitching beyond-the-call engagements, including surveys, events and other in-depth engagements.
• Participating in thoughtful background research on your clients’ product portfolios to support thought partnership initiatives and proactive outreach planning.
• Active tracking of assigned client’s interests, preferences and needs.
• Driving best-in-class client engagement and experience in a defined portfolio of growth relationships. This relationship development will stem from in-person client meetings, project execution and telephone interactions.
• Facilitating educational interactions between GLG Network Members (experts) and our clients, including fulfilling time-sensitive requests through building and qualifying primary populations of relevant experts.
• Demonstrating excellent communication, good judgment, effective collaboration, and account/client ownership skills.
• Delivering world-class client service marked by high levels of responsiveness, accuracy, insight, urgency, attention to detail, professionalism, follow-through, enthusiasm, and serving as an example of excellence in client service to others within GLG.
• Developing and implementing account management strategies, in close collaboration with leadership and business development team to grow revenue and ensure retention of existing accounts
• Exercising flawless judgment around GLG’s policies and procedures for protecting the integrity of our client engagements.
• Coaching, mentoring and developing junior team members through active performance management.

An ideal candidate will have the following:

• Bachelors or higher degree
• Passion for solving complex problems and executing best-in-class customer service.
• Demonstrated commitment, judgment, emotional maturity, and intensity, ideally in a fast-paced, multi-task-oriented environment.
• Superior communication skills, including oral, written, and presentation abilities.
• Ability to work to tight deadlines and manage multiple projects simultaneously.
• 2-4 years’ experience in client facing role, ideally with exposure to financial services client base.
• Ability to take on and manage a book of existing financial services growth clients with responsibilities including end to end project management, user activation, recruitment/identification of new experts and account performance tracking.
• Outstanding communication skills and willingness to call and engage senior professionals, clients and experts alike.