Client Service Senior Supervisor

Using discretion and judgement, works under the direction of the Manager, the Supervisor will be responsible for overseeing day to day activities of the team driving performance, fostering collaboration and ensuring the achievement of team goals. The Supervisor is responsible for coordinating logistics related to client and sales related activities, including the production of appropriate and accurate marketing materials across business streams and territories. This involves factoring applicable contractual information, regulatory environment, compliance and business rules.

With the Manager the Supervisor will oversee routine Human Resource touch points in the employment life cycle, including the processes of hiring, career development/training and escalating any staffing issues.

The Client Service Supervisor will take part in department projects, recommend actions and suggest decisions. The Client Service Supervisor works alongside colleagues across key stakeholders to ensure all activities and materials are appropriately prioritized, resourced and compliant. Over time, the Client Service Supervisor will also need to develop an understanding of the products and vehicles at MFS to effectively support relationship management and sales efforts.

WHAT YOU WILL DO

• Provides guidance to team members and peers based on established practices and the analysis of information to address issues and recommend enhancements to procedures. Serves both as a coach and a hands-on contributor, providing guidance while actively participating in day-to-day tasks to drive team success. Builds and maintains strong relationships with sales and relationship managers to gather valuable feedback and identify opportunities for team improvement and growth.
• Acts as a contact for sales and relationship management personnel within assigned territory, which may include coverage for both local and satellite offices. Co-ordinate and follow through all details, logistics, and materials for assigned clients, prospect and due diligence meetings. Responsibilities will include content creation process via project management of partner teams, ensuring that relevant production specialists are working to correct deadlines, following compliance and brand parameters, and covering the full spectrum of MFS products. Determining the urgency of the request, advising on appropriate material types based on availability and production timelines and, ultimately, ensuring a high level of service is provided to both internal and external clients.
• Utilizes CRM database as central resource to maintain and proactively track all appropriate contacts and activities within assigned territory. Generate regular and custom reports as necessary to assist in the monitoring of workflow and initiate the redistribution and delegation of work across the Client Service Specialists and Associates as required. Will assist the Manager with the tracking of broader project work to ensure day-to-day operational requirements and longer-term strategic activities are resourced appropriately and service standards are maintained.
• Works alongside internal stakeholders to establish and maintain client reporting deliverables via reporting systems and support client enquiries. Initiates client reporting requests in customized formats. Research data discrepancies and assists with problem resolution with various internal departments to ensure satisfaction and accuracy of deliverables, escalating as appropriate. Provides support to the team in the case of creating new deliverables and ensure the requests are appropriately assessed and that all the main stakeholders are involved. This role may require attendance at meetings or events at MFS offices or external locations as appropriate.
• Dependent upon business stream, partners with members of Global Marketing, Event Planning and broader Distribution teams. Provides support to the planning and execution of industry events and roadshows remain within budget. May be required to provide updates to Distribution Managers with estimated and actual spend and liaise with Finance regarding accruals and reclassifications as necessary.
• Provides support to both internal and external contacts at all levels, including the investment teams in order to fulfill job requirements. Works in close coordination with the Manager to provide guidance to colleagues regarding the production and usage of marketing materials. Develop professional working relationships, collaborate effectively and become a trusted partner across those teams involved in material production, meeting and event hosting and client & prospect support.
• Under the direction of the Manager regularly reviews and make recommendations to the development of departmental processes and procedures relative to support of Sales and Relationship Management functions. Communicates issues or trends relative to workflow, operational, or compliance issues that arise in course of job responsibilities and works to provide resolution.
• Assists with enquiries from the Sales and Relationship Management teams, properly assessing their needs and directing them to a solution or escalate to the Manager when required. Determines the urgency of requests and directs on the appropriate information to send to the sales prospect or client, ensure satisfaction with service level received.
• Assists the Manager with coaching and development of the team to achieve department quality and productivity standards including writing and conducting performance appraisals. Ensures timely communication of pertinent information by conducting regular team meetings.
• Assumes additional responsibilities as required.

WHAT WE ARE LOOKING FOR

• Bachelor's degree or equivalent education or experience.
• 3-5+ years related client service or industry experience, 1-2+ years of management experience preferred.
• Strong leadership skills, with an ability to train, develop and motivate staff.
• Proven ability to organize and coordinate multiple projects simultaneously with great attention to detail.
• Ability to work effectively in a team-oriented environment.
• Ability to work independently and meet deadlines.
• Strong written and verbal communication skills with the ability to interact with individuals at all levels.
• Previous line management experience preferred.
• US position requires FINRA Series 7 and 63 registrations in accordance with MFS' licensing policy.
• Language requirement dependent on territory.

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