Director, Client Servicing (Fund Administration)

Job Description

In the current asset servicing environment, clients are looking for service providers to not only provide core administration services but also act as trusted advisors and partners. The role is to create a client centric culture within the company. Focusing on Client satisfaction by ensuring an enhanced service model is delivered to clients. Client 360 Lead will help coordinate alignment across operations teams, help mitigate risk, participate in global projects to standardize and enhance our target operating model, implement client satisfaction monitoring and strengthen relationships with our client. 

• 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.

Qualifications

• Third Level Qualification (degree or higher) in a relevant field
• Demonstrable 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 Information

At MUFG Investor Services, we are exceptionally proud of our approach to Hybrid Working. It enables the flexibility to thrive from wherever our employees work and, stay connected to their team and our culture. When we make Hybrid Working plans, we get to know the individual and pride ourselves in underpinning all our decisions with fairness and consistency.

MUFG Investor Services provides all of its employees with an extremely attractive compensation package. In addition to base salary, there is a group medical insurance scheme, group pension scheme, reimbursement of professional subscriptions, paid holidays and assistance towards gym memberships.

We thank all candidates for applying; however, only those proceeding to the interview stage will be contacted. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only to provide an accessible candidate experience.

MUFG is an equal opportunity employer.