Director, Client 360

MUFG Investor Services View all jobs

  • Halifax, NS
  • Permanent
  • Full-time
  • 13 hours ago
Company DescriptionMUFG Investor Services is a trusted partner to many of the world's largest public and private funds, providing asset servicing and operational solutions built for alternatives. With over $1 trillion in client assets under administration, we offer fund administration, banking, payments, fund financing, foreign exchange overlay, corporate and regulatory services, custody, business consulting, and more. Operating from 17 locations worldwide, we help clients mitigate risk, enhance efficiency, and navigate the operational complexities of today's investment management landscape. As a division of Mitsubishi UFJ Financial Group (MUFG), one of the world's largest financial institutions with approximately $3 trillion in assets, we combine deep expertise with the strength and stability of a leading financial institution. To learn more, visit us at .#LI-HybridJob DescriptionIn the current asset servicing environment, clients are looking for service providers to not only provide core administration services but also act as trusted advisor and partners. The 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.Client 360 will help coordinate deliverables across operations teams, help mitigate risk and communication strategy for incidents, participate in global projects to standardize and enhance our target operating model, implement client satisfaction monitoring and strengthen and develop relationships with our clients.Reporting to the Executive Director, Client 360, you will:
  • Client Relationship Management: Build strong relationships with client decision-makers and operational teams. Develop and execute tailored client account plans and maintain a high level of client satisfaction and retention. Serve as the primary escalation and engagement point for client issues and queries.
  • Client Service Management: Manage SLA implementation and compliance, proactively address risks and issues, help to resolve operational challenges and drive service improvements.
  • Oversee Client KPI reporting, host monthly/quarterly service calls. Determine and report client RAG status, escalating internally when needed.
  • New Business Management: Identify and close cross-sell opportunities, support RFPs and business development. Oversee new funds and service onboarding, working with the client, onboarding team, and operations to ensure quality client experience.
  • Client Profitability Management: Analyze and drive actions to improve margin across the business, own commercial discussions, drive workforce planning and alignment with target operating models. Monitor client billing and ensure any KPI breaches are remediated.
  • Client Change Management: Evaluate client requests and ensure due process is followed, triage and prioritize development and implementation, with appropriate cost management as applicable.
  • Risk Management: Ensure incidents are proactively resolved and that corrective actions are implemented timely to prevent recurrence.
  • Client Reporting Management: Board Reporting co-ordination, distribution and presentation and facilitate client due diligence (DDQs) requests.
  • Contribute to global initiatives aimed at enhancing client experience and operational efficiency and other ad-hoc tasks as assigned with the team.
#LI-HybridQualificationsYou Have:
  • Bachelor's degree in business administration, marketing, communications, or related field preferred.
  • At least 10 years' experience working in the fund administration or asset management industry with experience managing client relationships. Providing high quality service and understanding client needs. This can include other administrators, investment managers or fund auditors.
  • Demonstrate leadership and the ability to effectively manage a team of accounting professionals.
  • Excellent business acumen through a strong understanding of the fund administration business and the drivers of profitability and success.
  • 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.
  • Strong computer skills with strengths in Microsoft Office products.
  • In-depth understanding of fund administration industry. This includes various fund structures, fee calculations, financial instruments and fund offering documentation review.
  • Demonstrate a high level of problem solving and innovative thinking in order to develop solutions to complex problems.
  • Experience with fund administration software such as Geneva, Investran, Yardi and Mantra would be beneficial but not necessary.
Additional InformationWhat'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.MUFG is an equal opportunity employer.

MUFG Investor Services