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Client Account Management Senior Associate Director
3 months ago
- Full-time
- Rank: Associate Director
- Employment Type: Permanent Full Time
MUFG Investor Services offers comprehensive asset servicing solutions tailored for the global investment management sector. By leveraging the extensive financial and intellectual resources of MUFG – one of the largest banking institutions globally with $2.8 trillion in assets – we deliver a diverse array of leading services, including fund administration, middle-office outsourcing, custody, foreign exchange, trustee services, depository, securities lending, and additional banking solutions.
Our organization boasts a vibrant and diverse network of offices worldwide, fostering challenging and fulfilling career opportunities. We prioritize continuous learning and development, promote a collaborative team environment, encourage work-life balance, and provide exposure to a wide range of tasks.
In today’s asset servicing landscape, clients expect providers to not only deliver core administrative services but also to serve as trusted advisors and partners. This role is pivotal in cultivating a client-centric culture within the organization, emphasizing client satisfaction through the delivery of an enhanced service model.
The Client Account Manager ("CAM") will be instrumental in coordinating deliverables across operational teams, mitigating risks, and strategizing communication for incidents. The CAM will also engage in global initiatives aimed at standardizing and enhancing our operational framework, implement client satisfaction monitoring, and strengthen relationships with our clientele.
Key Responsibilities:
- Establish and nurture relationships with key decision-makers and operational staff at client organizations.
- Oversee client relationships and serve as the primary escalation point for all client inquiries.
- Manage incidents and errors comprehensively and promptly.
- Ensure a high level of client satisfaction and retention.
- Supervise and ensure adherence to client-specific SLAs and KPIs by operational teams.
- Conduct monthly service calls with clients, reviewing SLA and KPI performance.
- Participate in client due diligence questionnaires and oversee periodic due diligence visits.
- Assess client RAG ratings and escalate to senior management as necessary.
- Review client profitability and develop strategies for future growth.
- Manage client profitability through effective workforce planning with operational teams and adherence to a standardized operating model.
- Identify cross-selling opportunities where applicable and actively engage in RFPs or other business development initiatives.
- Lead commercial discussions with clients and serve as the initial contact for new product launches and services.
- Contribute to global projects aimed at enhancing client-related initiatives in collaboration with operational teams.
Minimum Qualifications:
- Bachelor's degree in business administration, marketing, communications, or a related field is preferred.
- A minimum of 7 years of experience in the fund administration or asset management sector, with a focus on managing client relationships and delivering high-quality service.
- Proven leadership skills and the ability to effectively manage a team of accounting professionals.
- Strong business acumen with a deep understanding of the fund administration industry and the factors driving profitability and success.
- Exceptional client service skills, capable of meeting the demands of a complex and high-expectation client base.
- Proficient in Microsoft Office and other relevant software.
- Comprehensive knowledge of the fund administration industry, including various fund structures, fee calculations, financial instruments, and fund offering documentation review.
- Strong problem-solving abilities and innovative thinking to develop solutions for complex challenges.
- Familiarity with fund administration software such as Geneva, Investran, Yardi, and Mantra is advantageous but not mandatory.
- Ability to work independently and collaboratively in a fast-paced environment.
At MUFG Investor Services, we take pride in our commitment to Hybrid Working, which provides the flexibility for our employees to thrive regardless of their work location while remaining connected to their teams and our organizational culture.
We offer an attractive compensation package that includes a competitive base salary, group medical insurance, a pension scheme, reimbursement for professional subscriptions, paid holidays, and support for gym memberships.
We appreciate all candidates for their interest; however, only those selected for interviews will be contacted. If you require any accommodations during the recruitment process, please inform us to ensure equitable access. All accommodation requests will be treated confidentially to provide an accessible candidate experience.
MUFG is an equal opportunity employer.
