Head of Client Account Management
3 months ago
Position Overview
The Director of Client Account Management is responsible for fostering and nurturing relationships with key stakeholders and operational teams within our client organizations.
Key Responsibilities:
- Establish and maintain strong connections with decision-makers and operational personnel at client firms.
- Oversee client relationships, serving as the primary escalation point for all inquiries and issues.
- Manage incidents and errors comprehensively, ensuring timely resolution.
- Ensure high levels of client satisfaction and retention through proactive engagement.
- Supervise and ensure adherence to client-specific Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) by operational teams.
- Conduct monthly service review meetings with clients, presenting SLA and KPI performance data.
- Engage in client Due Diligence Questionnaires (DDQs) and oversee periodic due diligence assessments.
- Assess client performance using a RAG (Red, Amber, Green) rating system, escalating issues to senior management as necessary.
- Review client profitability and develop strategic account plans to drive future growth.
- Optimize client profitability through effective workforce planning and adherence to operational standards.
- Identify and pursue cross-selling opportunities where applicable, actively participating in Requests for Proposals (RFPs) and other business development initiatives.
- Lead commercial discussions with clients, serving as the initial contact for new product offerings and services.
- Contribute to global projects aimed at enhancing client-related initiatives in collaboration with operational teams.
Qualifications:
- A relevant third-level qualification (degree or higher).
- A minimum of 10 years of experience in fund administration or asset management, with a focus on managing client relationships and delivering exceptional service.
- Proven leadership skills with the ability to effectively manage a team of accounting professionals.
- Strong business acumen with a comprehensive understanding of the fund administration sector and its profitability drivers.
- Exceptional client service skills, capable of meeting the demands of a complex client base while balancing organizational interests.
- Proficient in Microsoft Office and other relevant software.
- In-depth knowledge of the fund administration industry, including various fund structures, fee calculations, and financial instruments.
- Strong problem-solving abilities and innovative thinking to address complex challenges.
- Familiarity with fund administration software such as Geneva, Investran, Yardi, and Mantra is advantageous but not mandatory.
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