Function:

Distribution

Department:

Investments Business Management

Purpose

Distribution Management is responsible for delivering a seamless client and distributor experience across GAM's fund range. Acting as a centre of excellence, the team supports regional sales teams through distributor onboarding, agreement management, distribution remuneration, service provider oversight and operational governance. The team works closely with internal stakeholders including Sales, Legal, Compliance, Finance, Product, Operations and Investment teams, as well as external service providers including FundRock, Apex, transfer agents and distributors.

The Senior Client Service Operations Manager is responsible for the implementation, oversight and continuous improvement of GAM's distribution operating model. The role serves as the primary operational relationship manager for key distribution partners and service providers, ensuring efficient onboarding, servicing and support of distributors, platforms and intermediaries. The individual will drive operational excellence, strengthen governance and controls, and partner with internal and external stakeholders to deliver a high-quality client experience. The role also drives the ongoing evolution of GAM's distribution operating model, partnering with FundRock, Apex and 1741 to simplify processes, strengthen controls and enhance service delivery.

Key Responsibilities

Distribution Onboarding & Relationship Management

• Coordinate distribution onboarding calls with FundRock and internal stakeholders, ensuring accountability and progress, while maintaining agendas and action logs, and timely completion of onboarding activities.

• Translate commercial requirements from Sales into operational and regulatory requirements for FundRock and other service providers.

• Coordinate third-party introducer arrangements and associated operational activities in conjunction with Legal and service providers (FundRock, Apex).

• Act as a key point of contact for distributor onboarding and ongoing relationship management.

• Ensure fee schedules accurately reflect agreed commercial arrangements and trailer fees.

• Liaise with clients, FundRock and GAM legal and compliance to resolve distributor agreement issues.

Distributor, Agent & Platform Support

• Support FundRock and Apex with distributor, agent and operational queries.

• Respond to platform-related enquiries from Sales teams, distributors and FundRock.

• RoomZero AUM & Flow system - client matching, breakdown extraction, training and support.

• Act as a central contact for trailer fee enquiries, and liaise with Apex trailer fee team to investigate and resolve issues.

• Support fee reconciliations and operational queries relating to distribution remuneration.

• Review and validate introducer estimates, invoices and reporting extracts.

Escalations

• Contribute to Apex Steering Committee meetings and raise any issues and potential improvements to the service.

• Monitor progress of remediation actions and ensure timely resolution of escalated issues.

• Investigate and resolve complex operational issues affecting distributors and clients.

• Track remediation activities and ensure timely closure of agreed actions.

• Identify root causes and contribute to long-term process improvements.

Distributor Communications

• Coordinate distributor communications relating to fund and product changes.

• Identify and communicate upcoming distribution initiatives, product launches and operational changes.

• Participate in Distribution Leadership Group meetings.

Client Service & Query Resolution

• Respond to client enquiries received directly and via Apex.

• Provide fund, account and operational information to distributors and investors where appropriate.

• Manage client complaints in conjunction with Compliance, Product Specialists and other stakeholders.

Knowledge & Experience Required
Essential

• Significant experience within asset management, fund distribution, transfer agency or client servicing.

• Strong understanding of fund distribution models, intermediary relationships, platforms and transfer agency operations.

• Experience working with ManCos, transfer agents and outsourced service providers.

• Knowledge of distribution agreements, trailer fee arrangements and fund share class structures.

• Strong stakeholder management and relationship-building skills.

• Experience managing operational processes, governance frameworks and service provider relationships.

• Advanced Microsoft Excel skills.

• Excellent analytical, communication and problem-solving skills.

Desirable

• Knowledge of UCITS, AIFMD and cross-border fund distribution.

• Experience with outsourced operating models and third-party oversight.

• Experience with Microsoft Dynamics or similar CRM platforms.

• Experience leading operational change and process improvement initiatives.

• Knowledge of fund remuneration and distribution fee processes.

Personal Attributes

• Client-focused with a commitment to service excellence.

• Strong ownership, accountability and judgement.

• Excellent stakeholder management and influencing skills.

• Commercially aware with a pragmatic and solutions-oriented approach.

• Highly organised with strong attention to detail.

• Collaborative and resilient in a fast-paced environment.

• Continuous improvement mindset with a focus on operational excellence.

Benefits

GAM offers a comprehensive range of benefits and performance-based compensation, along with a variety of lifestyle and family benefits to promote well-being in and out of the workplace. These benefits vary according to local market conditions. Please contact the local Human Resources team for further details.

Employing Company/ies:

GAM London Limited

Reporting to: 

Global Head of Sustainability and Investments Business Management

Contract:

Permanent