Senior Associate Director, Client Account Management

1 month ago

Halifax, Nova Scotia, Canada MUFG Investor Services Full time

About MUFG Investor Services

MUFG Investor Services is a leading provider of asset servicing solutions to the global investment management industry. With a diverse and dynamic network of offices across the globe, we offer challenging and rewarding careers that provide continuous learning and development, collaborative team work environments, and exposure to a wide variety of work.

Job Description

The Client Account Manager will play a key role in creating a client-focused culture within the company. This involves ensuring an enhanced service model is delivered to clients, coordinating deliverables across operations teams, mitigating risk and communication strategy for incidents, participating in global projects to standardize and enhance our target operating model, and implementing client satisfaction monitoring and strengthening and developing relationships with our clients.

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.

Qualifications

  • 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. This can include other administrators, investment managers or fund auditors.
  • 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.

Additional Information

MUFG Investor Services provides all of its employees with an extremely attractive compensation package. In addition to base salary, there is a group medical insurance scheme, group pension scheme, reimbursement of professional subscriptions, paid holidays and assistance towards gym memberships.

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