Client Services Representative

• Deliver high quality service to clients in line with Investment Management Agreements (IMAs) and Columbia Threadneedle Investments standards.
• Act as first point of contact for client queries, requests, instructions, ensuring timely and accurate responses.
• Partner closely with Sales and internal stakeholders to support client retention and overall relationship development.
• Host client review meetings; support and participate in due diligence sessions, ensuring materials are accurate and well-coordinated.
• Build trusted relationships with clients through clear communication of service standards, enhancements and changes.
• Proactively identify opportunities to enhance client experience and improve service delivery.
• Coordinate and support the onboarding of new Institutional and Intermediary clients across regions and time zones.
• Facilitate communication across business areas involved in client take-on.
• Coordinate documentation, including AML/KYC and legal agreements, in partnership with relevant teams.
• Work with Operations and Reporting teams to ensure smooth operational setup and delivery of reporting requirements.
• Support effective issue resolution and escalation when required.
• Ensure timely delivery of routine client reporting and related deliverables.
• Coordinate with internal teams to maintain quality, consistency and accuracy of reporting outputs.
• Communicate relevant updates and notifications to clients, including fund updates, regulatory communications and periodic reporting.
• Contribute to the ongoing enhancement of client service processes, with a focus on improving efficiency, consistency and client outcomes.
• Support initiatives to streamline workflows and enhance scalability of service delivery.
• Participate in projects relating to system enhancements, regulatory changes and process improvements.
• Investigate and resolve client-related issues in a timely and accurate manner.

Client Service Manager

• Lead and manage the Client Services (Loan Agency Operations) Complex Transactions Team for the Asia business, ensuring effective delivery across all client servicing activities.
• Set and maintain high service standards, ensuring client deliverables are completed accurately, on time, and in line with contractual and regulatory requirements.
• Act as a senior escalation point for complex or sensitive client issues.
• Own client communication standards, ensuring clarity, timeliness, and consistency across the business.
• Proactively manage client expectations and support long-term client satisfaction and retention.
• Work closely with the Head of Loan Operations (Asia) to ensure client servicing aligns with broader Asia business priorities and objectives.
• Partner with colleagues in the Transaction Management team to ensure smooth onboarding, execution, and ongoing servicing of new and existing business.
• Ensure payments, notices, reporting, and other client deliverables are processed accurately and within required deadlines.
• Actively participate in issue resolution, process improvement, and operational re-engineering initiatives.
• Ensure client servicing activities comply with internal controls, operating procedures, and regulatory requirements.
• Lead, develop, and mentor the Client Services (Loan Agency Operations) Complex Transactions Team.

Team Leader – Client Services, Complex Transactions, Asia

• Managing drawdowns, rollovers, rate fixes, pre-payments, redemptions and maturities.
• Reading and understanding loan documentation.
• Inputting relevant data into “Solvas”, the GLAS loan administration platform.
• Generating and sending notices to Borrowers and Lenders within specific timeframes.
• Receiving and checking SSIs, completing call-back procedures where necessary.
• Managing funds flow between Borrowers and Lenders.
• Arranging payments via online banking platforms of JPM, DBS and others.
• Calculating and ensuring payment of payment of principal repayments, interest, commitment and other fees (including PIK and non-pro rata events).
• Reconciling bank accounts.
• Handling loan transfer requests, ensuring requests comply with the transaction documentation and collecting transfer fees.
• Dealing with client queries in a timely manner.
• Dealing with external audit requests.
• Timely escalation of relevant matters to Team Leader and/or Managers.
• Due diligence with regards to potential fraud, money laundering, and both financial and reputational risk to GLAS.

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Client Service Manager

Team Leader – Client Services, Complex Transactions, Asia

Senior Client Services Associate