Senior Director of Client Relationship 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. This role requires a proactive approach to managing client interactions and ensuring satisfaction.
Key Responsibilities:
- Establish and maintain strong relationships with decision-makers and operational personnel at client firms.
- Serve as the primary point of contact for client inquiries and issues, ensuring timely resolution.
- Oversee the management of incidents and errors, ensuring efficient handling from start to finish.
- Strive to achieve high levels of client satisfaction and retention through effective relationship management.
- Monitor and ensure compliance with 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 reviews and visits.
- Assess client performance using a RAG (Red, Amber, Green) rating system and escalate concerns to senior management as necessary.
- Analyze client profitability and develop strategic plans to enhance account growth.
- Manage profitability through effective workforce planning and adherence to operational models.
- Identify and pursue cross-selling opportunities where relevant, and participate in Requests for Proposals (RFPs) as needed.
- Lead commercial discussions with clients, acting as the initial contact for new product offerings and services.
- Contribute to global initiatives aimed at enhancing client-related projects 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 client relationship management and service delivery.
- 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 applications and strong computer skills.
- In-depth knowledge of the fund administration industry, including various fund structures, fee calculations, and fund documentation.
- Demonstrated 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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