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Client Relationship Director
2 months ago
About MUFG Investor Services
MUFG Investor Services provides comprehensive asset servicing solutions to the global investment management industry. Leveraging the financial strength and expertise of MUFG, one of the world's largest banks with assets exceeding trillions, we empower clients with a diverse range of leading solutions. Our offerings encompass fund administration, middle-office outsourcing, custody services, foreign exchange, trustee services, depository operations, securities lending, and other banking services.
With a global network of offices, MUFG Investor Services fosters challenging and rewarding careers. We are committed to providing continuous learning and development opportunities, a collaborative team environment, work-life integration, and exposure to a wide spectrum of projects.
Job Description
- Cultivate strong relationships with key decision-makers and operational staff at our valued clients.
- Manage client relationships effectively and serve as the primary point of contact for all client inquiries.
- Take ownership and manage incidents/errors, ensuring timely resolution.
- Maintain a high level of client satisfaction and retention through exceptional service.
- Oversee and monitor client-specific Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) adherence by operational teams.
- Conduct monthly service calls with clients, presenting SLA and KPI data for transparency and performance review.
- Participate in due diligence questionnaires (DDQs) conducted by clients and oversee periodic due diligence visits.
- Determine the Risk Assessment Grade (RAG) for clients and escalate matters to senior management as needed.
- Lead the oversight of client profitability and develop strategic account plans to drive future growth.
- Manage client profitability through workforce planning with operational teams and adherence to established operating models.
- Explore cross-selling opportunities where applicable. Actively participate in Requests for Proposal (RFPs) or other business development initiatives as required.
- Serve as the primary point of contact for commercial conversations with clients. Provide initial guidance on new product launches and services.
- Contribute to global projects aimed at enhancing client-related initiatives or processes in collaboration with operational teams.
