Reporting to the Client Services Team Manager in Ireland, you will be responsible for managing multiple Tier 1 clients and ensuring that all aspects of the service are maintained as per the Client SLD 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. The CSM should work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and must ensure all targets and deadlines are met.
• Be the face of the business to our 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 SLDs with your 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 review of monthly reporting packs to Consultant/Client.
• Responsibility 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 to ensure that all current requirements are met.
• Ensure operating procedures are maintained, with the overall objective of enhancing the client experience to maintain the 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 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 manner.
• Escalate items to functional team leaders, Manager, CSDM or RM as appropriate.
• Act as an escalation point to Operations and the Fund Service Centre also escalating issues to management as appropriate.
• 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 appropriate.
• Be pro-active 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.
• Co-ordinate all interaction with clients or their nominated representatives.
• Deliver 'Priority Client Discussions' within agreed timetable determined by the CSM Team and Manager.
• Perform testing of client-specific reporting.
• Deliver against PMO responsibilities within 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 under pressure meeting challenging deadlines
• Ability to work on own initiative
• Ability to build relationships with relevant stakeholders:
• Internal Stakeholders - Global Fund Services (GFS) Ireland Head of Operations and Head of Client Services, Relationship Managers, Client Service Delivery Managers, and outsourced locations
• External Key Stakeholders - Clients, Independent Boards, Regulators including CBoI and FED