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Senior Associate Director, Client Account Management Specialist
2 months ago
At MUFG Investor Services, we provide asset servicing solutions to the global investment management industry. Leveraging the financial and intellectual capital of MUFG, one of the largest banks in the world, we offer clients access to a range of leading solutions from fund administration, middle-office outsourcing, custody, foreign exchange, trustee services, and depository to securities lending and other banking services.
Job DescriptionWe are seeking a Senior Associate Director, Client Account Management to create a client-focused culture within our company. This role will focus on client satisfaction by ensuring an enhanced service model is delivered to clients.
The Client Account Manager will help coordinate deliverables across operations teams, mitigate risk, and develop a communication strategy for incidents. They will participate in global projects to standardize and enhance our target operating model, implement client satisfaction monitoring, and strengthen and develop relationships with our clients.
Key Responsibilities- Develop relationships with key decision makers and operations staff at our clients.
- Manage client relationships and act as an 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.
- Manage client-specific SLAs and KPI adherence by operations teams.
- Host monthly service calls with clients with our SLA and KPI data.
- Participate in client DDQs and oversight of periodic due diligence visits.
- Determine RAG ratings for clients and escalate 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 and actively participate in RFPs or other business development opportunities as required.
- Own commercial conversations with our clients and be the initial point of contact for new product launches and services.
- Participate in global projects to improve client-related initiatives or projects with operational teams.
- Bachelor's degree in business administration, marketing, communications, or a related field preferred.
- At least 7 years' experience working in the fund administration or asset management industry with experience managing client relationships.
- 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.
- Strong computer skills with strengths in Microsoft Office products.
- In-depth understanding of fund administration industry, including various fund structures, fee calculations, financial instruments, and fund offering documentation review.
- Demonstrate a high level of problem-solving and innovative thinking 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.
