Job Description The purpose of this position is foster a client-centric culture within the firm, ensuring client satisfaction through an improved service model. Reporting to the Executive Director, you will: - Coordinate deliverables across operational teams.
- Mitigate risks and strategize communication for incidents.
- Engage in global projects to standardize and enhance our operating model.
- Implement formal client satisfaction monitoring.
- Strengthen and develop client relationships.
Roles and Responsibilities include: - Cultivating relationships with key client decision-makers and operations personnel.
- Serving as the primary contact for client inquiries and the escalation point for issues.
- Managing incidents/errors from start to finish promptly.
- Ensuring high client satisfaction and retention.
- Overseeing client-specific SLA and KPI compliance by operational teams.
- Conducting monthly service calls with clients, presenting SLA and KPI data.
- Participating in client Due Diligence Questionnaires (DDQs) and managing due diligence visits.
- Assigning RAG ratings to clients and escalating to senior management when necessary.
- Monitoring client profitability and strategizing account management for growth.
- Managing client profitability and workforce planning in line with the common operating model.
- Identifying cross-selling opportunities and engaging in RFPs and business development as needed.
- Leading commercial discussions with clients and being the first contact for new services and product launches.
- Contributing to global projects aimed at enhancing client-focused initiatives and operational team projects.
Qualifications Education: A third-level qualification (degree or higher) in a relevant field is required.
Experience: A minimum of 10 years in fund administration or asset management, with a focus on managing client relationships and delivering high-quality service, is essential.
Experience with other administrators, investment managers, or fund auditors is also valuable.
Effective team management of accounting professionals, and excellent business acumen with a deep understanding of the fund administration business.
Exceptional client service skills are crucial for meeting the needs of a complex client base while upholding the organization's interests.
Comprehensive knowledge of the fund administration industry, including fund structures, fee calculations, financial instruments, and fund offering documentation, are necessary.
Problem-solving abilities and innovative thinking are key.
Familiarity with fund administration software like Geneva, Investran, Yardi, and Mantra is advantageous.
Additional Information Experience something Brilliantly Different with a career with MUFG Investor Services.
Who are we?
In a nutshell, MUFG Investor Services is part of the Mitsubishi UFJ Financial Group family, and we partner with over 480 loyal global investment firms to provide them with administration, asset services, banking, and fund financing.
We're in 14 global locations and provide an exceptional hub of Brilliantly Different talent to thrive.
MUFG is an equal opportunity employer.
