Reporting to the Client Services Team Manager, 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 the 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 SLD's 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
