Senior Associate Director, Client Relationship Manager
5 days ago
About MUFG Investor Services
MUFG Investor Services is a leading provider of asset servicing solutions to the global investment management industry. Our company is built on a foundation of financial and intellectual capital, with a diverse and dynamic network of offices across the globe.
Job Description
We are seeking a Senior Associate Director, Client Relationship Manager to join our team. In this role, you will be responsible for creating a client-focused culture within our company. You will focus on client satisfaction by ensuring an enhanced service model is delivered to clients.
Key Responsibilities
- Develop relationships with key decision makers and operations staff at our clients.
- Manage client relationships and act as escalation point for all client queries.
- Own and manage incidents/errors end to end in a timely manner.
- Maintain a high level of client satisfaction and retention.
- Management and oversight of client specific SLA's and KPI adherence by operations teams.
- Host monthly service calls with clients with our SLA and KPI data.
- Participate in client DDQ's and oversight of periodic due diligence visits.
- Determine RAG rating for clients. Escalation to internal senior management where appropriate.
- Oversee and review client profitability and ownership of client account strategy to drive future growth.
- Manage client profitability through workforce planning with operations teams and adherence to common operating model.
- Explore cross-sale opportunities where applicable. Actively participate in RFPs or other business development opportunities as required.
- Ownership of commercial conversations with our clients. Initial point of contact for new product launches and services.
- Participate in global projects to improve client related initiatives or projects with the operational teams.
Requirements
- Bachelor's degree in business administration, marketing, communications, or related field preferred.
- At least 7 years' experience working in the fund administration or asset management industry with experience managing client relationships. Providing high quality service and understanding client needs.
- Demonstrate leadership and the ability to effectively manage a team of accounting professionals.
- Excellent business acumen through a strong understanding of the fund administration business and the drivers of profitability and success.
- Exceptional client service and the ability to satisfy the requirements of a complex and demanding client base. The ability to service these clients while maintaining the interests and health of the organization is critical.
- Strong computer skills with strengths in Microsoft Office products.
- In-depth understanding of fund administration industry. This includes various fund structures, fee calculations, financial instruments and fund offering documentation review.
- Demonstrate a high level of problem solving and innovative thinking in order to develop solutions to complex problems.
- Experience with fund administration software such as Geneva, Investran, Yardi and Mantra would be beneficial but not necessary.
- Ability to work independently as well as part of a team in a fast-paced environment.
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