Head of Client Account Management

3 months ago


Halifax, Nova Scotia, Canada Mufg Investorservices Full time

Position Overview

The Director of Client Account Management will be responsible for fostering and nurturing relationships with key stakeholders and operational teams within our client organizations.

Key Responsibilities:

  • Establish and maintain strong relationships with critical decision-makers and operational personnel at client firms.
  • Oversee client interactions and serve as the primary escalation point for any client inquiries.
  • Manage incidents and errors comprehensively, ensuring timely resolution.
  • Ensure high levels of client satisfaction and retention through proactive engagement.
  • Monitor and manage client-specific Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) compliance 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 and escalate issues to senior management as necessary.
  • Analyze client profitability and develop strategies for account growth.
  • Collaborate with operational teams to ensure effective workforce planning and adherence to operational standards.
  • Identify and pursue cross-selling opportunities where relevant, and participate in Requests for Proposals (RFPs) or other business development initiatives.
  • Lead commercial discussions with clients, serving as the initial contact for new product introductions and service offerings.
  • Contribute to global initiatives aimed at enhancing client-related projects in collaboration with operational teams.

Qualifications:

  • A Bachelor's degree or higher in a relevant discipline.
  • 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 guide a team of accounting professionals.
  • Strong business acumen and a deep understanding of the fund administration sector, including profitability drivers.
  • Exceptional client service skills, capable of meeting the needs of a complex and demanding client base while balancing organizational interests.
  • Proficient in Microsoft Office applications.
  • Comprehensive knowledge of the fund administration industry, including various fund structures, fee calculations, and financial documentation.
  • 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 essential.


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