Client Services Manager
Reporting to the Client Services Team Manager in Ireland, this role will involve managing multiple Tier 1 clients and ensuring that all aspects of the service are maintained as per the Client Service Level Agreement (SLA) in relation to Transfer Agency.
The department provides a third-party fund administration service to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions, and statements.
Responsibilities:
* Day-to-day delivery of all TA Services to the client. Manages functional teams; coordinates work, communication, and issue resolution activities.
* Be the face of the business to external and internal partners.
* Maintain Client Service levels for dedicated clients by ensuring timely and accurate delivery of information and work products.
* Provide technical expertise for the development of new TA Products and develop SLAs with clients for the take-on of these new products and services.
* Participates/leads client due diligence visits.
* Oversees the timely completion and publication of monthly reporting, including calculating KPI levels and reviewing monthly reporting packs for Consultants/Clients.
* Responsible for vetting all incident reports prior to release to RM's/Clients and ensuring all items are added to the daily client incident log.
* To work with internal departments to evaluate and implement changes in proposed new regulations and ensure that all current requirements are met.
* Ensure operating procedures are maintained, with the overall objective of enhancing the client experience and maintaining service quality.
* Manage client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers, and other Operational Managers to provide a seamless service.
* Liaising with clients regarding Service Level Agreements and responsible for all client-facing documentation and presentations.
* Consult on effective ways to meet client needs or appropriate methods to be used for the resolution of an error.
* Ensure that Partner and Client interactions are dealt with in a prompt professional manner at all times.
* Demonstrate Client servicing skills in all interactions and maintain a positive demeanor.
* Elevate items to functional team leaders, Manager, CSDM, or RM as necessary.
* Act as an escalation point to Operations and the Fund Service Centre also escalating issues to management as necessary.
* Strive for first-contact resolution on all incoming queries.
* Respond to incoming enquiries (via phone, email, workflow, etc.) accurately, completely, and in a timely manner.
* Perform trend analysis, resolve exceptions, document issues and resolutions, and communicate and escalate issues to management as necessary.
* Be proactive in communication with Clients, providing suggestions for operational efficiencies, process improvements, and improvements to customer experience or reductions in costs.
* Manage projects for key clients.
* Coordinate all interaction with clients or their nominated representatives.
* Deliver 'Priority Client Discussions' within an agreed timetable determined by the CSM Team and Manager.
* Perform testing of client-specific reporting.
* Deliver against PMO responsibilities within the Client Take-On process.
* Provides leadership and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication and overall excellent Client Servicing.
Requirements:
* The ideal candidate will hold a degree in a relevant discipline along with experience in a client-focused role gained in the financial services or banking industry.
* Operational experience in a Transfer Agency role is preferred, but fund accounting, fund administration, or banking experience will be considered.
* Previous experience with people management (though this will be an individual contributor role) and change management skills desirable.
* Track record of building and maintaining strong client relationships.
* Transfer Agency Industry and Regulatory knowledge strongly preferred.
* Effective verbal reasoning and numeric skills required.
* Good keyboard skills and ability to learn systems used within the business required.
* Ability to work under pressure meeting challenging deadlines.
* Planning and organisation skills.
* Flexible approach to work.
* Ability to review and resolve complex issues in a timely manner.
* Ability to work on own initiative.
* Ability to build relationships with relevant stakeholders:
o Internal Stakeholders - Global Fund Services (GFS) Ireland Head of Operations and Head of Client Services, Relationship Managers, Client Service Delivery Managers, and outsourced locations.
o External Key Stakeholders - Clients, Independent Boards, Regulators including Central Bank of Ireland and Federal Reserve.