Job Description
Foster a client-centric culture within the firm by ensuring client satisfaction through an improved service model.
Key Responsibilities:
* Coordinate deliverables across operational teams.
* Mitigate risks and strategize communication for incidents.
* Engage in global projects to standardize and enhance our operating model.
* Implement formal client satisfaction monitoring.
* Strengthen and develop client relationships.
Roles and Responsibilities:
* Cultivate relationships with key client decision-makers and operations personnel.
* Act as the primary contact for client inquiries and the escalation point for issues.
* Manage incidents/errors from start to finish promptly.
* Ensure high client satisfaction and retention.
* Oversee client-specific SLA and KPI compliance by operational teams.
* Conduct monthly service calls with clients, presenting SLA and KPI data.
* Participate in client Due Diligence Questionnaires (DDQs) and manage due diligence visits.
* Assign RAG ratings to clients and escalate to senior management when necessary.
* Monitor client profitability and strategize account management for growth.
* Manage client profitability and workforce planning in line with the common operating model.
* Identify cross-selling opportunities and engage in RFPs and business development as needed.
* Lead commercial discussions with clients and be the first contact for new services and product launches.
* Contribute to global projects aimed at enhancing client-focused initiatives and operational team projects.
Requirements:
* A third-level qualification (degree or higher) in a relevant field is required.
* A minimum of 10 years in fund administration or asset management, with a focus on managing client relationships and delivering high-quality service, is essential.
* Experience with other administrators, investment managers, or fund auditors is also valuable.
* Effective team management of accounting professionals, and excellent business acumen with a deep understanding of the fund administration business.
* Exceptional client service skills are crucial for meeting the needs of a complex client base while upholding the organization's interests.
* Comprehensive knowledge of the fund administration industry, including fund structures, fee calculations, financial instruments, and fund offering documentation, are necessary.
* Problem-solving abilities and innovative thinking are key.
* Familiarity with fund administration software like Geneva, Investran, Yardi, and Mantra is advantageous.
About MUFG Investor Services
At MUFG Investor Services, we partner with over 480 loyal global investment firms to provide them with administration, asset services, banking, and fund financing. We operate in 14 global locations and offer an exceptional hub of talent to thrive.