Transfer Agency Team Lead: Client Service & Ops Excellence

Brown Brothers Harriman; Boston (MA); On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Collaborative environment

Direct client access

Growth opportunities

Inclusive culture

Benefits program

Volunteer opportunities

Job summary

Brown Brothers Harriman (BBH) is seeking a Team Leader in Transfer Agency to oversee the Transaction Processing Team and ensure high-quality client service. The role requires strong people management, attention to detail, and the ability to influence across levels.

You will supervise daily operations, validate transactions, and implement KPIs while coordinating with supervisors and risk teams to control processes and deliver excellent client outcomes.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• 5+ years of relevant work experience, including Transfer Agency/Alternative Investments experience
• Experience working in a client servicing focused work environment
• Proven ability in people management, and ability to delegate and to gain the commitment among team members
• Experience in planning, initiating and following through to meet objectives
• Ability to coordinate across departments/functions when needed to handle specific client requests
• Ability to identify, recommend and implement improvements to existing processes
• Attention to detail and proven ability to handle complexity
• Ability to work effectively under pressure and demonstrate initiative
• Proven ability to communicate effectively both verbally and in writing
• Proven ability to adapt to change and problem solving
• Good knowledge of standard Office applications (Word, Excel and PowerPoint)

Responsibilities

• Oversee the day-to-day activities of the department
• Validate and approve transfer agency transactions
• Effectively handle special processing situations that require oversight or manual intervention
• Work with Supervisors to establish weekly rotation that allocates tasks according to the skill set and deadlines within the team
• Review and discuss with the Manager any issues requiring escalation
• Ensure that policies and procedures are adhered to on a daily basis
• Oversee all internal or external audits and ensure a clean report is received
• Establish, together with the Manager service standards and procedures for the department
• Implement KPIs to determine the team's performance in meeting these service standards
• Establish effective internal and external network
• Establish strong vertical and horizontal relationships within the department, BBH and clients
• Actively participate and work with the Client Service Managers and Production Support in the launch of any incremental business such as new funds or share classes
• Work with Senior Management and Risk to manage controls efficiently to alleviate any potential risk areas
• Remain knowledgeable of changing industry initiatives and educate clients continually through presentations
• Responsible for instituting and reporting on measures to determine the team's performance in meeting these standards
• Conduct bi-annual performance appraisals and provide regular feedback
• Participate in the interview and selection process for job applicants
• Organize and perform the cross-training of staff on all aspects of Transfer Agency Data and Transaction Processing functions
• Work with his management to address the training needs of the group
• Establish successful level of synergy within the department
• Minimize overtime and implement additional efficiencies as automation projects are completed
• Develop training plans for all staff members and ensure that mid to long term career plans are in place
• Ensure succession planning and coverage at all times

Skills

People management

Communication

Detail orientation

Cross-functional coordination

Problem solving

Office tools

Education

Bachelor's degree or equivalent

Tools

Word

Excel

PowerPoint

Job description

Brown Brothers Harriman (BBH) is seeking a Team Leader in Transfer Agency to oversee the Transaction Processing Team and ensure high-quality client service. The role requires strong people management, attention to detail, and the ability to influence across levels.

You will supervise daily operations, validate transactions, and implement KPIs while coordinating with supervisors and risk teams to control processes and deliver excellent client outcomes.