Senior Manager - ESG - Client Service

We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003.

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. 

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G’s ambition to be the best loved and most successful savings and investments company in the world.

Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

Key Responsibilities:

• Day to day management of the ESG client queries, which involves ESG query responses within Salesforce:
  • Completion of ESG client queries utilising the agreed procedures or collation of responses across teams as required, perform a QA check and send the final consolidated response back to the original recipient.
  • Peer review of completed requests to ensure accuracy and consistency of response.
  • Assist with the development of the query management process on Salesforce and other supporting processes.
  • Collaboration with key internal SMEs to develop strong working relationships
  • Work with the team to continue to review, develop and enhance processes with a view to increasing efficiency and accuracy.
  • Document any new requirements & processes, working with and guiding developers on any design considerations, acting as a bridge between business requirements and tech requirements. Perform any required testing.
  • Manages the ESG Query mailbox & proactively ensures queries are directed to the right teams across the business (based on the established team RACI)
  • Works with Sales teams to manage expectations on turnaround times / helps support teams with prioritisation
  • Respond with commercial & client centric approach to firm level and fund level questions in clients’ ESG questionnaires where information is available via published company reports and through previously updated requests and question bank.
  • Collates required responses across teams, performs a QA check and sends the final consolidated response back to the original recipient
  • Builds up & creates allocation rules knowledge bank for automatic assigning of tasks
• Sourcing MI data & providing insights to support the Investment Specialists
  • Obtaining data from MI to answer quantitative exposure queries on behalf of the Investment specialists (this involves uploading portfolios from Aladdin into MSCI and running reports / some basic excel knowledge* is required etc.).
  • Involve the BA to shadow & learn off the Investment specialists, and ask the investment specialists to check the BAs responses before this goes out the door.
• Supporting MI tracking and reporting of ESG query volumetrics:

Additional responsibilities:

• Responding to ESG Client queries through various available data sources such as MSCI ESG tool, Engagements Dashboard, ESG Scorecard, Rocketdocs, Portfolio Analytics Tool, ESG Criteria and Impact Criteria Reports, etc.
• Validating these responses with subject matter experts (SMEs) and gap filling as required.
• Issuing final response to Sales teams, Sales Directors and Client Directors.
• Build a strong control framework & an effective execution to evidence controls.
• Operational excellence & continuous improvement resulting in efficiency, impact positive  client experience.
• Adhoc Projects & organizational initiatives.

Key Stakeholder Management

Internal

• Head of Global Client Enablement

• Vice President – Marketing & Distribution
• Asset Management Services Director

External

• Not applicable

Knowledge, Skills, Experience & Educational Qualification

Knowledge & Skills (Must have):

• Confidence & excellent communication
• Good excel and power point knowledge
• Attention to detail
• Problem solver with a ‘can do’ attitude
• Structured approach with strong planning and execution skills
• Good communication and stakeholder management skills (upwards and downwards)
• Collaborative and natural affinity to working with multiple stakeholders across a range of business areas, including sales, investment and operations teams
• Tech Savy & Power BI proficient
• Investment Management industry experience
• ESG concepts knowledge is good to have (ESG education like CFA)

Experience:

• Asset Management Client service expérience / exposure
• 5+ years of work experience
• Highly numerate, being able to work through and deal with complex concepts and data
• Stakeholder Management
• Experience of working with databases is preferable
• Analytical skills in order to interpret and translate large volumes of ESG data and company information to respond to the ESG client queries
• Strong communication skills – both verbal and written

Educational Qualification:

• Post Graduate in any discipline / Masters in Business Administration
• CFA-ESG Certification is an added advantage

We have a diverse workforce and an inclusive culture at M&G Global Services, regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.