Associate Director, Client Service

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Job Description

**12 Month FTC - Associate Director, Client Operations - Client Service, Operations

About Us

IFM Investors is a global asset manager, founded and owned by pension funds, with capabilities in infrastructure equity and debt, private equity, private credit, real estate and listed equities.

Our purpose is to invest, protect and grow the long-term retirement savings of working people. We believe healthy returns depend on healthy economic, environmental and social systems - and these are evolving on a scale never experienced before. To find opportunity, build value and meet the needs of future generations, you need scale, skill and expertise. That's what IFM Investors has built up over 30 years.

With assets under management of approximately $263.6 AUD billion (at 31 October 2025), we prioritise the interests of over 814 institutional investors worldwide. IFM operates from 16 offices across Australia, Europe, North America and Asia.

For more information, visit ifminvestors.com.

The Opportunity

At IFM, you're not just part of an investment company - but an invested one. We see the work we do as the chance to take sustainable, responsible steps forward for millions of people around the world.

So, we have made sure to create a workplace that's inclusive, accountable and collaborative. Where you're given the opportunities to make a meaningful contribution and grow your skills. All while feeling valued and supported for who you are and what you bring to the team.

Along with the chance to make a meaningful, positive difference from day one, we offer a competitive salary and generous leave entitlements. Our hybrid and flexible approach can vary by team and role, it is built around trust. We encourage our people to manage their work life rhythm in a way that works best for them and their teams.

Business Overview

Our Operations, Data & Technology team collaborates across the business with a strong emphasis on designing solutions, increasing efficiency and reducing operational risks. The team consists of several areas of specialisation including:

• Transaction Management & Support
• Investment Operations & Client Service
• Investment Risk & Execution Oversight
• Business Transformation
• Investment Accounting & Tax Services
• Implementation
• Information Technology

The Role

The Associate Director, Client Service is a senior leadership role within IFM's Client Service team, positioned at the centre of the client operational experience. Based in London, the role partners closely with Global Client Solutions and the broader Client Service team to manage the end-to-end client service lifecycle. As a senior subject-matter expert, the Associate Director ensures the timely, accurate, and high-quality delivery of client service by proactively managing stakeholders, overseeing operational processes, and upholding strong client-centric standards.

The role supports IFM Investors' investment funds, mandates, and global reporting requirements, working collaboratively with internal teams-including Commercial teams, Risk & Compliance, Global operations, and IT-to resolve issues and meet client expectations. It combines deep client service capability with strong financial and operational understanding, acting as a bridge between clients and IFM's investment and operational functions.

Key responsibilities include serving as the primary point of contact for operational inquiries; coordinating investor communications such as reporting, customised requests and transaction-related activity; and ensuring that internal teams are aligned in delivering accurate and timely information. The role also oversees the team's inbox and workflow to ensure service quality, while identifying opportunities to improve processes, increase operational efficiency, and enhance the client experience. The Associate Director contributes to broader business initiatives and plays a key role in championing high service standards across the organisation.

Key responsibilities:

• Provide on-the-ground leadership by guiding, supporting, and developing team members in the region, including managing day-to-day people matters and fostering a high-performance, collaborative culture.
• Manage and resolve client or internal escalations promptly, ensuring issues are addressed with sound judgment, clear communication, and effective cross-functional coordination.
• Serve as the escalation point of contact for client operational inquiries, including transactions (distributions, capital calls), reporting, and account maintenance, ensuring issues are resolved swiftly and effectively.
• Support the team to coordinate investor communications and information flow across internal teams to deliver timely, accurate, and fit-for-purpose client outputs such as performance reports and customised data requests.
• Work closely with Client Service counterparts, Global Operations and external vendors to deliver all standard and bespoke reporting requirements for the region.
• Maintain strong communication with key internal stakeholders (e.g., Global Client Solutions, Risk & Compliance, Investment Accounting) to address client matters and proactively resolve issues.
• Oversee and manage the Client Service schedule, inbox, and workflow to ensure high-quality and timely service delivery across all requests.
• Act as a client advocate by identifying and implementing opportunities to improve processes, systems, and operational delivery, enhancing efficiency, strengthening controls, and contributing to broader business initiatives.
• Support existing investor relationships, ensuring consistent service standards and driving sustained investor satisfaction.
• Oversee the accurate and timely production of all client service deliverables, maintaining quality control and appropriate risk management.
• In region, lead client restructures and major change events, ensuring effective cross-functional coordination and strong client outcomes.
• Support data remediation, compliance filings, and audit activities (internal and external), providing leadership and subject-matter expertise as needed.

Strategic Planning

• Cultivates business relationships, partnerships and alliances internally, externally and virtually
• Proactively manages the Client Service schedule
• Ensures clients receive timely fit for purpose and proactive information as applicable
• Demonstrates proactive issue management and a client centric approach to issue management & resolution
• Supports the team's efforts in achieving business and team goals
• Develops an in-depth understanding of customer's organization structure, challenges, product/service offerings and industry
• Builds and maintains a thorough technical knowledge of products to meet customer needs and develops an understanding of market segments as well as market data trends

Business Performance

• Applies appropriate level of commercial rigor, diligence and process discipline to all responsibilities to support the efficient and seamless delivery of services

Policy and Process Management

• Builds relationships with key individuals within the team, department and organisation
• Work closely with relevant stakeholders to develop appropriate frameworks to support the efficient and seamless delivery of IFM services

Your Background and Experience

• 10 plus years' experience within financial services/ asset management, with experience in Investor Relations or Client Service
• Direct experience in a client-facing role is a plus
• Proven ability to champion the criticality of quality client outcomes to important internal stakeholders
• Ability to develop strong working relationships with both internal and external stakeholder
• Proven Project Management discipline highly advantageous
• Knowledge and experience related to Private Markets
• Bachelor's degree
• Tertiary qualifications in law, economics, finance or related field, commerce
• Strong knowledge of systems/databases containing institutional or investment data
• Experience with pension funds or institutional investors and client servicing
• Knowledge of institutional investor needs
• Business acumen, financial metrics and key performance drivers
• Ability to successfully communicate (written and verbal) technical financial and investment related content
• Strong Financial knowledge
• In depth knowledge of Salesforce
• Understanding of current global regulatory environment and requirements
• Strong working knowledge of MS suite including excel, PowerPoint, Outlook, and Power BI
• Service-minded and hard-working with a can-do attitude
• Able to juggle multiple, competing priorities
• Ambitious, assertive, helpful, motivated and entrepreneurial, with a desire to succeed
• Team player who can work alongside the Global Client Solutions team to manage relationships, while managing other internal stakeholder relationships

Ready to invest in what matters?

With IFM, that includes your own career. Visit ifminvestors.com/careers to find out more.

IFM Investors is committed to promoting an inclusive culture where all employees are valued and recognised for their unique qualities, backgrounds, and perspectives. We champion all groups regardless of race, gender, religion, sexual orientation, age, disability, or family status. We are committed to providing individuals with disabilities reasonable adjustments to participate in the job application or interview process. Please contact us if you require specific support at any stage of the recruitment process at Careers@ifminvestors.com