Client Relationship Manager

Client Relationship Manager

Location: London

Salary: Competitive

Work Type: Hybrid Working

About GLAS

GLAS is an international provider of institutional debt administration services, serving lenders, borrowers, issuers, and advisers offering a global platform across Loan Agency and related services, Capital Markets and Restructuring. 

GLAS’ vision is to be recognised as the best-in-class independent, non-creditor, conflict-free provider of institutional debt administration services, enabling global clients and counterparties to achieve successful outcomes on their transactions.  

The business currently comprises c.550 employees who deliver a solution-based, innovative service, ensuring GLAS is the preferred global partner of choice. GLAS has a blue-chip customer base developed over many years; select clients include Apollo, Blackstone, CVC, Deutsche Bank and Goldman Sachs. GLAS has been recognised as the premier independent provider of loan agency and bond trustee services with a portfolio of over $850 billion assets across its global platform. The company is headquartered in London with offices in Paris, Frankfurt, Madrid, New York, New Jersey, Sydney, Melbourne, Brisbane, Singapore, Dubai, Hong Kong, Milan and Rome.

The role of Client Relationship Manager

GLAS is an award-winning independent debt administration services company providing, amongst other services, loan agency, security agency and corporate trustee services in the international debt capital markets

As a Client Relationship Manager you will work as part of the Client Relationship team to develop, maintain, and build upon GLAS’s key existing client relationships to primarily protect GLAS’s existing clients and to assist in generating further revenue streams within this client pool.

Responsibilities

• Management of a designated portfolio of GLAS’s key client relationships. These include corporates, credit funds, sponsors, and debt advisors


• Build client ecosystems for key client relationships to better understand their internal structure, target market, investment strategy, product and service offering, target number of transactions, key stakeholders etc.


• Preparation of fee proposals on new opportunities, liaising with the Business Development team to ensure consistency in pricing


• Capture contact details for each party associated with a recently closed transaction, and review of existing data, and ensure details are logged in CRM system


• Manage Business Development market knowledge/ update library


• Review of external market publications disseminating key information across the CRM and Business Development team


• Identifying areas of further opportunity within an existing client base


• Managing Borrower Initiatives. To include borrower introduction calls alongside TMG team post deal close and office/ site visits where appropriate


• Production and distribution of call reports to be undertaken after each client meeting


• Monitoring and managing deal maturities


• Establishing and maintaining relationships with all deal parties following deal closings and obtain feedback on GLAS’s performance


• Conducting quarterly, semi-annual, and annual review of key client relationship metrics


• Preparing and monitoring key account plans for GLAS’s key client relationships


• Attending and leading Senior semi-annual/ annual client service reviews


• Preparation of the weekly/ monthly/ quarterly reporting of the performance of the CRM team and key client activity to Senior Management


• Ensure accurate and up to date MI is consistently kept using internal reporting systems i.e. Insightly


• Arranging internal approval for any product or service that is not included in the GLAS Terms of Reference. To include presenting to Senior Management at internal committees


• Regional and European travel maybe required to visit key relationship clients


• Ensure timely escalation of client complaints through personal ownership


• Assist in creating brand recognition and awareness by working closely with product and delivery partners to market the full range of GLAS’s products and services


• Work closely with Marketing to create pitch material to present at client meetings


• Attendance at external loan/ bond market related conferences for market knowledge and networking opportunities ensuring a write up of key points is undertaken and distributed


• Complete C6 (KYC) checks on potential deal parties

Experience and Qualifications 

• All deal parties have been captured for each new deal promptly after of closing


• Deliver weekly report on CRM performance to Senior Management


• Create/ Maintain a relationship map for each key client


• Create/ Maintain a tracker of revenue generation for each key client


• Call reports to be produced and distributed promptly post meeting


• Insightly/ CRM system to be kept up to date following new deal opportunities

Person Specification

• Excellent written and verbal communication skills and strong negotiation skills


• Ability to prioritise work


• Ability to work collaboratively in teams and establish, build and maintain relationships both internally and externally with clients

Benefits 

• Base salary + bonus


• Hybrid working


• 28 days annual leave + bank holidays


• Long service award


• Private Medical Insurance


• Private pension plan


• Life insurance plan


• Employee Assistance Program (EAP)


• Season ticket loan scheme


• Yearly eye examination


• Gym membership discount


• Career development and study support

It’s our people who make GLAS successful and we strive to recruit and retain the best people and operate in an environment underpinned by inclusivity, diversity, and opportunity. We recognise that a more inclusive workplace allows ideas and a variety of points of view to trigger discussions or deliver innovative results.

Besides, we want people at GLAS to be successful - we are committed in your career development. We truly believe in and live by our values of stepping in, stepping up and standing out.

In addition to our commitment to a diverse workforce we are also happy to talk flexible working.