Director, Client Management and Client Servicing

Company Description

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.

Job Description

This role is to create a client focused culture within the company, focusing on client satisfaction by ensuring an enhanced service model is delivered to clients.

1. This role will help coordinate deliverables across operations teams.
2. Help mitigate risk and communication strategy for incidents.
3. Participate in global projects to standardize and enhance our target operating model.
4. Formally implement client satisfaction monitoring.
5. Strengthen and develop relationships with our clients.
6. Develop relationships with key decision makers and operations staff at our clients.
7. Manage client relationships and act as escalation point for all client queries.
8. Own and manage incidents/errors end to end in a timely manner.
9. Maintain a high level of client satisfaction and retention.
10. Management and oversight of client specific SLA’s and KPI adherence by operations teams.
11. Host monthly service calls with clients with our SLA and KPI data.
12. Participate in client DDQ’s and oversight of periodic due diligence visits.
13. Determine RAG rating for clients. Escalation to internal senior management where appropriate.
14. Oversee and review client profitability and ownership of client account strategy to drive future growth.
15. Manage client profitability through workforce planning with operations teams and adherence to common operating model.
16. Explore cross-sale opportunities where applicable. Actively participate in RFPs or other business development opportunities as required.
17. Ownership of commercial conversations with our clients. Initial point of contact for new product launches and services.
18. Participate in global projects to improve client related initiatives or projects with the operational teams.

Qualifications

1. Have relevant years of experience within Client Management and Client Servicing, especially within Asset Services/ Banking.
2. Demonstrate leadership and the ability to effectively manage a team of accounting professionals.
3. Excellent business acumen through a strong understanding of the fund administration business and the drivers of profitability and success.
4. Exceptional client service and the ability to satisfy the requirements of a complex and demanding client base. The ability to service these clients while maintaining the interests and health of the organization is critical.
5. Strong computer skills with strengths in Microsoft Office products.
6. In-depth understanding of fund administration industry. This includes various fund structures, fee calculations, financial instruments and fund offering documentation review.
7. Demonstrate a high level of problem solving and innovative thinking in order to develop solutions to complex problems.
8. Experience with fund administration software such as Geneva, Investran, Yardi and Mantra would be beneficial but not necessary.

Additional Information

What’s in it for you to join MUFG Investor Services?

Take a look at our careers site and you’ll find everything you’d expect from a career with the fastest-growing business at one of the world’s largest financial groups. Now take another look. Because it’s how we defy expectations that really defines us. You’ll feel that difference in all kinds of ways. Our vibrant CULTURE. Connected team. Love of innovation, laser client focus, and next-level LEARNING & DEVELOPMENT. Oh, and we really walk the talk when it comes to HYBRID WORKING.

So, why settle for the ordinary? Apply now for a Brilliantly Different career.

We thank all candidates for applying; however, only those proceeding to the interview stage will be contacted.

All your information will be kept confidential according to EEO guidelines.