Middle Office Specialist

Morgan McKinley; Dublin; On-site; EUR 75,000 - 110,000; Full time

Job summary

Morgan McKinley in Ireland is seeking an experienced Client Service Manager to join its Transfer Agency team. You will oversee day-to-day delivery across a portfolio of clients, ensuring service levels and regulatory standards are met while maintaining strong client relationships.

You will liaise with internal teams and external clients, manage issues, and drive process improvements. The role offers exposure to senior stakeholders and opportunities to lead initiatives within a global financial

Qualifications

• Degree in a relevant discipline; client-focused role within financial services or banking experience preferred.
• Operational experience within Transfer Agency is strongly preferred; fund accounting or banking background considered.

Responsibilities

• Oversee day-to-day delivery of Transfer Agency services across clients.
• Be a key point of contact for internal and external stakeholders; ensure professional client service.
• Maintain agreed client service levels through timely delivery of information and work products.
• Provide technical expertise on development and implementation of new Transfer Agency products and services.
• Support creation and agreement of Service Level Documents with clients.
• Lead client due diligence visits and coordinate reporting.
• Oversee monthly client reporting, including KPI calculations and review of packs.
• Manage client issues through resolution; liaise with global teams and Relationship Managers.
• Ensure regulatory requirements are met and procedures are continually improved.
• Coordinate client-facing documentation, presentations and SLA discussions.
• Respond to enquiries in a timely, accurate manner; escalate where needed.

Skills

Stakeholder management

Client relationship management

Operational delivery

Regulatory knowledge

People management (desirable)

Strong communication

Education

Degree in a relevant discipline

Tools

Transfer Agency systems

Regulatory reporting systems

Job description

Location: Dublin or Limerick

The Role

A leading global financial services organisation is seeking an experienced Client Service Manager to join its Transfer Agency team in Ireland.

Reporting to the Client Services Team Manager, the Client Service Manager will be responsible for the day-to-day delivery and oversight of Transfer Agency services across a portfolio of clients.

Acting as a key operational point of contact, the role will ensure client deliverables are met in line with agreed Service Level Agreements, while maintaining strong client relationships, managing service issues and supporting a consistently high-quality client experience.

Key Responsibilities

• Oversee the day-to-day delivery of Transfer Agency services, working with operational teams to ensure daily, weekly and monthly deliverables are completed accurately and on time.
• Act as a key point of contact for both internal and external stakeholders, providing a professional and responsive client service.
• Maintain agreed client service levels through the timely and accurate delivery of information and work products.
• Provide technical expertise around the development and implementation of new Transfer Agency products and services.
• Support the development and agreement of Service Level Documents with clients.
• Participate in and lead client due diligence visits.
• Oversee monthly client reporting, including KPI calculations and review of reporting packs.
• Review and oversee incident reporting prior to communication to Relationship Managers and clients, ensuring appropriate logging and follow-up.
• Work with internal teams to assess and implement changes arising from new regulations and ensure ongoing regulatory requirements are met.
• Ensure operating procedures are maintained and continuously enhanced to improve service quality and the client experience.
• Manage client issues through to resolution, liaising with global teams, Relationship Managers and Operational Managers where required.
• Coordinate client-facing documentation, presentations and Service Level Agreement discussions.
• Provide guidance on effective approaches to resolving operational issues and client queries.
• Act as an escalation point for Operations and relevant service teams, escalating issues to management where appropriate.
• Respond to enquiries via phone, email and workflow systems accurately, completely and within agreed timelines.
• Conduct trend analysis, resolve exceptions, document issues and communicate/escalate recurring concerns.
• Proactively identify opportunities for operational efficiencies, process improvements, enhanced client experience and cost reduction.
• Manage projects for key clients and coordinate interactions with clients and their nominated representatives.
• Deliver priority client discussions within agreed timelines.
• Perform testing of client-specific reporting.
• Support PMO responsibilities throughout the client onboarding and implementation process.
• Provide leadership, guidance and support to colleagues, encouraging teamwork, communication and a strong client-service culture.

Requirements

• Degree in a relevant discipline, with experience in a client-focused role within financial services or banking.
• Operational experience within Transfer Agency is strongly preferred; candidates with relevant fund accounting, fund administration or banking experience will also be considered.
• Strong knowledge of the Transfer Agency industry and relevant regulatory environment.
• Proven track record of building and maintaining strong client relationships.
• Previous people management experience and change management skills are desirable, although this is an individual contributor role.
• Strong verbal, written and numerical skills.
• Ability to learn and work effectively with relevant systems and technology.
• Strong organisational and planning skills, with the ability to manage challenging deadlines.
• Ability to work effectively under pressure and resolve complex issues in a timely manner.
• Flexible approach with the ability to work independently and use initiative.
• Strong stakeholder management and communication skills across both internal and external stakeholders.

Key Stakeholders

Internal:

• Head of Operations
• Head of Client Services
• Relationship Managers
• Client Service Delivery Managers
• Operational teams and outsourced locations
• Global service teams

External:

• Clients
• Regulators and relevant industry bodies

Why This Opportunity?

This is an opportunity to join an established global financial services organisation in a senior client-facing Transfer Agency position, with responsibility for a portfolio of clients and significant exposure to operational delivery, stakeholder management, regulatory change and service improvement.