Client Account Management Director

3 weeks ago

Halifax, Nova Scotia, Canada MUFG Investor Services Full time

About the Role

MUFG Investor Services is seeking a highly skilled Client Account Management Director to join our team. The successful candidate will be responsible for managing client relationships and providing exceptional service to our clients.

Key Responsibilities

  • Develop and maintain strong relationships with key decision makers and operations staff at our clients.
  • Manage client relationships and serve as the 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 and provide SLA and KPI data.
  • Participate in client due diligence visits and oversight.
  • Determine RAG ratings for clients and escalate to internal senior management as necessary.
  • Oversee and review client profitability and develop client account strategies to drive future growth.
  • Manage client profitability through workforce planning and adherence to the common operating model.
  • Explore cross-sale opportunities and participate in RFPs or other business development initiatives.
  • Lead commercial conversations with clients and serve as 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.

Requirements

  • Third-level qualification (degree or higher) in a relevant field.
  • At least 10 years of 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 drivers of profitability and success.
  • Exceptional client service skills 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 high-level problem-solving and innovative thinking skills to develop solutions to complex problems.
  • Experience with fund administration software, such as Geneva, Investran, Yardi, and Mantra, is beneficial but not necessary.

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