Investor Relationship Manager
In your role as the Investor Relationship Manager you will be responsible for day to day management of key Transfer Agent client relationships and provide an escalation point for service issues, as well as producing various internal and client reports on an ongoing basis.
You will be evaluated on your ability to perform these functions in a controlled and efficient manner while maintaining high client satisfaction.
Achieving this will require leadership, initiative, creativity, strong communication skills, management skills including delegation and the ability to instill enthusiasm and commitment among team members.
Client Relationship :
Ensure a high level of client satisfaction.
Work with and assist the TA Operations Management and TA Product to establish and document service standards and procedures for TA clients.
Assist in the creation, maintenance and publication TA Operational Guides for all clients
Remain knowledgeable of changing industry initiatives (attend to presentations, work sessions & personal effort) and educate clients continually through presentations.
Establish solid contacts with all areas and all levels at clients’ organizations as well as inter departmental.
Discuss with the TA Management any client related issues requiring escalation
Provide guidelines to Clients on BBH TA policies and procedures
Proactively manage TA client relations.
Constantly monitor agreed Service Levels against TA KPI’s and highlight any potential degradation of the TA services
Actively participate at regular and ad-hoc client service review meetings and calls
Co-ordinate and ensure timely, accurate and complete set-up of new funds and share classes
Co-ordinate activities across various locations for clients that operate under the Global TA Service Model
Responsible for directing team members within the department with the objective to achieve overall high client satisfaction
Supervising the ShareholderService Team as key contact for client / investor or inter-departmental queries arising
Staff Supervision :
Building a high performing team.
Conduct annual performance appraisals and provide regular feedback based on goals for direct reports
Participate in the interview and selection process for job applicants where appropriate
Organize and perform training of staff and client specific requirements as well as cross training to develop depth and breadth of knowledge
Ensure adequate staffing levels are in place, to meet both daily and future business requirements
Manage resources for example, ensure a weekly shift rota is in place to cover the various tasks and skill set of the team members
Provide mentoring, assistance, guidance and support to Supervisors and other staff
Ensure regular team meetings are held and views and feedback is encouraged and sought from all attendees
Minimize overtime and to implement additional efficiencies as automation projects are completed
Responsible for managing the team’s expenses
Improve Efficiency :
Centralize, review and reorganize reporting process for a maximum efficiency.
Responsible for reviewing client Service Levels and ensuring that any new services required are captured and if appropriate highlighted to TA Management
Work closely with the CSM community to ensure maximum efficiency in all Client Service efforts
Key Competencies Required
Demonstrates Respect and Values Diversity of Ideas
Exhibits Sound Judgement and Solves Problems
Strong understanding of TA processes and procedures
Strong degree of accuracy and ability to adhere to deadlines
Key Technical / Functional Knowledge, Skills, Experience, & Capabilities Required
Minimum of 6 years Client Services experience in a Transfer Agency environment
Minimum of 3 years Management experience
Experience in planning, initiating and following through to meet objectives
Experience in building high performing teams
Ability to coordinate across department to meet client needs
Ability to identify, recommend and implement solutions
Fluency in English is mandatory