Head of Client Account Management

3 months ago


Halifax, Nova Scotia, Canada Mufg Investorservices Full time

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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