Job Description
Oversee client service delivery and monitor service provision to agreed standards for key clients.
Formulate and implement key client service programs.
Liaise internally with all operational areas to ensure awareness of all key client requirements.
Visit clients on a periodic basis to evaluate service quality and identify client priorities.
Assist in the resolution of complex client issues.
Manage escalations and complaints within the team and within the department.
Manage, train, and assist assigned Account Managers in the successful running of their teams.
Participate in the review of procedures and policies and supervision of Managers to ensure adherence to these procedures.
About This Role
* Client Service Delivery: Oversee the delivery of services to key clients and ensure that they meet agreed standards.
* Service Programs: Develop and implement service programs tailored to the needs of key clients.
* Liaison: Maintain close communication with all operational areas to ensure that all client requirements are met.
* Client Visits: Conduct regular visits to clients to assess service quality and identify areas for improvement.
* Issue Resolution: Assist in resolving complex issues raised by clients.
* Escalations and Complaints: Manage escalations and complaints within the team and within the department.
* Team Management: Lead and develop a team of Account Managers, providing guidance and support as needed.
* Procedure Review: Participate in the review of procedures and policies, ensuring that they are up-to-date and effective.
Key Responsibilities
* Client Service Delivery: Ensure that client service delivery meets agreed standards.
* Service Program Development: Develop and implement service programs tailored to the needs of key clients.
* Internal Liaison: Maintain close communication with all operational areas to ensure that all client requirements are met.
* Client Communication: Liaise with clients regarding reporting requirements and deadlines, ensuring accurate and timely delivery.
* Risk Assessment: Continuously assess risks associated with current and potential new funds under administration.
* Operational Risk Management: Manage operational risks, reporting on status and key development issues monthly.
* Industry and Regulatory Changes: Proactively address industry and regulatory changes, driving business growth and promotion.
* Project Leadership: Lead projects defined by the business, contributing to its expansion and evolution.
About You
You have a Bachelor's degree in Accounting/Finance or a related discipline, or a professional accounting designation (ACA, CIMA, ACCA).
You have 7-10 years of experience in Financial Services, preferably in Product Control, Operations, or Fund Accounting environments within Private Equity.
You possess strong technical knowledge of Private Equity Fund Accounting, including negotiation, business planning, budgeting, margin analysis, rating agency relations, and technical accounting.
Investran or other Private Equity software packages proficiency is highly advantageous.
Developing, implementing, and optimizing business processes and projects experience is required.
International GAAP/IFRS Accounting Principles knowledge is essential.
Strong leadership skills, supervisory experience, and advanced computer skills (Microsoft Excel) are necessary.
Skills
* Private Equity
* Investran
* Fund Accounting