Private Assets (Client Services) - SEVP

Citco GSGS; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global fund services leader in Greater London seeks a Client Service Manager with expertise in private equity and client relations. The role involves managing strategic partnerships, developing KPIs, and leading client integrations. Candidates should possess over 15 years of experience, including 10 years in client service management, and demonstrate strong communication and problem-solving skills. The position offers a vibrant work environment focusing on continuous improvement and client satisfaction.

Benefits

Flexible working arrangements

Training and education support

Diversity and inclusion initiatives

Qualifications

• 15+ years of experience including private assets fund accounting.
• Minimum of 10 years of Client Service Management experience.
• Strong leadership skills.

Responsibilities

• Serve as the Client Service Manager for strategic client relationships.
• Develop Key Performance Indicators (KPIs) for client profitability.
• Negotiate Service Level Agreements (SLAs) with clients.

Skills

Client Service Management

Private Equity Knowledge

Problem Solving

Relationship Management

Project Management

Communication

Education

Degree in Business Administration, Accounting, Finance

Tools

CRM tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

About Citco

Citco is a global leader in fund services, corporate governance and related asset services with staff across 50 office locations worldwide. With more than $2.0 trillion in assets under administration, we deliver end-to-end solutions and exceptional service to meet our clients’ needs. For more information about Citco, please visit www.citco.com

About the Team & Business Line

Fund Administration is Citco’s core business, and our alternative asset and accounting service is one of the industry’s most respected. Our continuous investment in learning and technology solutions means our people are equipped to deliver a seamless client experience.

As a core member of our Client Services - Private Assets team, you will be working with some of the industry’s most accomplished professionals to deliver award-winning services for complex fund structures that our clients can depend upon.

Qualifications

• Degree in Business Administration, Accounting, Finance or related discipline with 15+ years of experience including private assets fund accounting; including a minimum of 10 years of Client Service Management experience.

• Knowledge of private equity/private credit fund structures, fund types, and asset operations, familiarity with investment accounting rules and standards.

• Excellent written and verbal communication skills.

• Problem solver, positive attitude, be curious as to how processes can be improved.

• Strong relationship management skills and experience overseeing client relationships from an operating perspective.

• Skills in negotiation, business planning and budgeting, margin analysis.

• Strong leadership skills.

• Project management skills with attention to detail and proven ability to multi-task.

• Strong written and verbal communication skills.

• Proficiency in CRM tools, Microsoft Excel, Word, Power Point

Our Benefits

Your well-being is of paramount importance to us, and central to our success. We provide a range of benefits, training and education support, and flexible working arrangements to help you achieve success in your career while balancing personal needs. Ask us about specific benefits in your location.

We embrace diversity, prioritizing the hiring of people from diverse backgrounds. Our inclusive culture is a source of pride and strength, fostering innovation and mutual respect.

Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.

Citco is an Equal Opportunity Employer. It is our policy to make all employment and personnel decisions without discriminating on the basis of race, color, creed, religion, sex, physical disability, mental disability, age, marital status, sexual orientation, citizenship status, national or ethnic origin, and any other protected status.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.

Responsibilities

Your Role

Serve as the Client Service Manager for several strategic client relationships inclusive of fund managers investing in Private Equity, Private Credit and Infrastructure. The ideal candidate will have hands‑on, Private Asset specific accounting expertise and have demonstrated capabilities in managing the administrative function of multiple private equity funds and/or in managing client service relationships associated with alternative asset investment managers and investors. The role will support the Management Team of the Private Assets line of business. By working closely with the members of the Private Equity Senior Management Team you will drive strategic and operational excellence and help foster a culture of continuous improvement.

Strategic Relationship Management

Key Personnel

• Cultivate connections with C‑suite executives. Gain insight into their professional history and achievements. Recognize key decision‑makers and influencers. Foster personal relationships.

Client Infrastructure

• Assess client service provider infrastructure. Familiarize yourself with their other service providers and vendors and identify existing challenges.
• Fund Structure and Strategy
• Understand the fund structure and related entities. Understand investment strategy and short‑and‑long‑term business vision.

Sales / Client Integration

• New Sales – Existing Clients
• Identify and investigate opportunities to strengthen existing partnerships by advocating for the inclusion of additional Citco products and services.
• Maintaining strong relationships across Citco Lines of Business (LOB) to ensure cross‑selling opportunities are reviewed and acted upon. To the extent clients are a shared LOB client, establish recurring internal meetings to share information and feedback.
• In depth knowledge of full service offering across all ancillary services. Serve as lead and point person for any/all service issues inclusive of revenue and billing activities.

Client On‑boarding

• Assist in the coordination of new client integrations and existing client launches.

Client Training

• Ensure clients are familiar with Citco systems, processes, and outputs.

Client Service Level Management

• Service Level Agreement
• Negotiate Service Level Agreements (SLAs) with the client in accordance with the service proposal, collaborating closely with the appropriate Operations Team.

Communication Strategy

• Establish a formal communication strategy format with the client, which may include quarterly meetings, usually in person, along with monthly calls. The Relationship Manager will be tasked with implementing this communication strategy.
• Communicate updates regarding Citco's developments, system enhancements, and product improvements to clients.

Client Liaison

• Act as the client's representative within the organization and oversee internal communications with various business lines, operational teams, and support teams.
• Serve as a point of escalation where Fund Accounting, Investor Relations or ancillary deliverables are at risk of being delivered late or incomplete, manage expectations and communication with client and internal management, confirming the issue, proposed resolution and timeline for closure, ensuring that all parties remain updated until resolved.

KPI Reporting

• Develop Key Performance Indicators (KPIs) for both internal use and external dissemination.
• Internal Reporting
• Prepare local and global presentations/ reports as required on client relationships.

Client Profitability

• Quarterly gross margin analysis for clients/funds. If the margin is not met, create a business plan (actions and timeline) to improve results. Present plan to leadership and track quarterly progress.
• Support the development of pricing models and fee proposals for the launch of new funds, the introduction of additional services, and the restructuring of fees.

Additional Responsibilities

• Regularly update the CRM system on a weekly basis to reflect client activities that are pertinent to the business.
• Assist with recruitment, employee assessment and business planning