Trainee Client Relations Associate Programme



Position:        Trainee Client Relations Associate (CRA)



Department:        European Client Relations and Marketing



Reporting to:        Designated Relationship Manager (RM)



Role:    To provide key support in establishing and developing institutional client relationships



Summary of Role



The trainee CRA will be allocated to one of the Relationship Manager teams, comprising a Relationship Manager, experienced Client Relations Associate, Portfolio Reporting Associate (PRA) and an Assistant.



The training period can be expected to last for between 18 months - 3 years.  During this time the trainee CRA’s work will be supervised within the RM team, primarily by the experienced CRA but working closely with the RM as well.  The trainee CRA will be a full member of the CRA group participating in all CRA rotational duties and will work closely with the Communications Coordinator to complete RFPs (Requests for Proposals).  Over the training period it is expected that the trainee will increasingly work in a more independent manner as his/her knowledge base builds.  Training on the job will be complemented by orientation rotations into relevant operational departments, together with specific training courses aimed at developing particular skills.  Trainees will be required to take the Investment Management Certificate (the IMC) or have the option of taking the CFA. 



Completion of the training period will be assessed by evaluating the acquisition and demonstration of key competencies.  Feedback and performance evaluation will be integral to this assessment. 



Once the training period has been satisfactorily completed then the trainee will move to a full CRA role and will be allocated to his/her own RM team.



1.    As a trained CRA the key responsibilities are as follows:-



1.1    Working closely with the Relationship Managers and the assigned Client Relations Associate to:



•    Handle general client queries including; change of client guidelines, Investment Management Agreements, Proxy Voting, Directed Commission, Fee Schedules, etc.

•    Where appropriate, resolve written, faxed or telephone enquiries by the appropriate medium e.g. in writing/verbally

•    Liaise with relevant operational groups in London and Geneva such as Performance Measurement and Communication Services teams, Fund Accounting Legal and Portfolio Control in order to address client issues

•    Act as the central point for client interaction during the start up process and subsequent cash flows, in conjunction with other team members and other operational areas, as appropriate

•    Liaise with Investment Professionals, the RM and PRA for pre-meetings, client meetings and new business presentations

•    Co-ordinate and assemble materials for client review meetings and new business presentations, working with the PRA and Assistant ensuring the appropriate associates attend the pre-meetings

•    When appropriate attend and/or host and minute client, consultant and prospective client meetings

•    At client review meetings, where appropriate, discuss Capital’s investment process, the team structure, performance results and client guidelines

•    Prepare correspondence to potential clients

•    Maintain Client Information Sheets and other data on ICON and ARD, as appropriate



1.2    Request for Proposals (RFPs) / Questionnaires:



•    Liaise with other Capital associates, in particular the Communications Coordinator,  to complete RFPs, Consultant Questionnaires and Tenders for all products, within the agreed timescales

•    Ensure the sign off procedure has been completed in a timely manner

•    Clear, concise and accurate writing and preparation of materials ; ensure work is self checked, take responsibility for quality of output

•    Ensure any ambiguities are clarified with the originator of the document

•    Follow up documents with the originator to ensure receipt and level of interest for RFPs and tenders

•    Be aware of all current searches in which Capital is participating



1.3    Ad hoc:



•    On a rotation basis, attend various operational meetings (ACT, NATO, Investment Committee etc.

•    Attend and  present key themes at the weekly European Marketing Committee Group meeting to other associates within the Marketing team

•    Participate in the fortnightly CRA Call

•    Attend investment calls, as appropriate, to establish and build investment knowledge

•    Attend industry conferences



1.4    Systems used



•    RFP Database

•    Word

•    Excel

•    IDI

•    IRIS, PRS, FIPS

•    Intranet/Internet

•    QUAD

•    ICON





2.0    Competency Profile



2.1    Education – Good graduate degree :  Any discipline considered.









 



3.    Competencies



Communication.  This is key to the CRA role.  Strong written skills are required in order to process potentially complex client requests dealing with internal parties, both the operational support units and the investment group, and in responding to external parties: clients, consultants and prospects.



Strong verbal communication skills are also required and we will look to develop the trainee CRA’s presentation skills.  CRAs are expected to deal with clients on the phone on a regular basis and as they become more experienced to participate at the presentation meetings to clients.



Analysis/Problem Solving.  All CRAs need the ability to analyse issues competently and promptly.  Client issues constantly expose the CRAs to new challenges where there may be no established procedure or policy.  The ability to gather relevant data, understand complex issues, identify solutions and make reasoned recommendations are important skills for the role.  Solutions and recommendations need to be consistent with the organisation’s practices and objectives.



Numerical.  The role requires a good level of understanding of data, particularly relating to portfolios’ performance and attribution.



Multi – Tasking.  The CRA is required to respond promptly to a wide and changing range of client issues and the timing of these issues can be outside the control of the organisation.  The CRA is frequently juggling a number of client matters at the same time, necessitating an ability to prioritise competing interests and deadlines and requiring an ability to work under pressure.



Team Player.  The CRA works both within the RM team on a consistent list of clients and also works with the other CRAs to share best practices, recent issues and how they were resolved.  The CRA is expected to participate actively in both groups, to be open and flexible to new ideas and requests and to consider how he/she can make a broader contribution to the team.