Client Relationship Director | Fund Services

Job Description

Purpose of the Job

The Funds Client Relationship Management (CRM) team own strategic engagement with clients across the Fund Services business (Fund Administration, Depositary and AIFM), ensuring senior stakeholder engagement plans are identified, client profitability is reviewed and improved through continuous pricing and scope negotiations, client service functional teams (FA, IS, Fund Admin, Depo and AIFM) are delivering to the strategic needs of the client and all commercial and legal disciplines are delivered (contractual terms, billing, collections). The CRD also owns strategic product development implementation with key clients and is responsible for positioning new products and services across Fund Services and other Ocorian Service Lines, ensuring uptake, feedback loop and dialogue is installed. In addition to new product and services, the CRD will manage complex client change request processes which require client engagement and internal delivery coordination to achieve a commercially viable outcome, as well as own BD related activities and targets.

Main Responsibilities

• Create and own strong relationships with members of the client’s decision makers (‘C’ suite) along with the Board of Directors of the Company
• Build relationship account plans, including senior engagement, client profiles, strategies, long term trends
• Ongoing client relationship management to deliver retention of clients and a strategic growth mentality across the teams
• Understand and drive improvements within the overarching service relationship with the client. Work with Functional operational team leads (FA, IS, Fund Admin, Depo and AIFM) focussing on service levels, KPIs and SLAs to improve client experience.
• Analyse client profitability, enhance pricing and margin calculator tools, and lead in proactive scope and pricing negotiations with key clients
• Drive organic growth, client retention and wallet expansion through upsell, cross-sell and additional product development implementation (both from Fund Services roadmap and Ocorian group)
• Ensure that all legal agreements with the client are refreshed, cover the services provided, the commerial terms arranged and contain all items necessary to document the relationship and protect Ocorian
• Identify areas for upsell across the client's structure.  Work closely with the Funds sales team to identify and deliver new client mandates and with the wider sales/product teams to crossell between service lines.
• Assist Sales team with new business pitches and onboarding of new clients, working with the Fund Services Solutions, Onboarding and client service teams to ensure smooth experience for clients
• To sit on the Boards of client entities as the ‘administrator director’ ensuring that the highest levels of coporate governance are delivered
• Client facing ownership of risk and error events along with co-ordination of external and internal remediation plans
• Ensure that compliance standards are maintained for the client.  Ensure file reviews are up to date and teams are following standard operating processes. Non-standard process should be well documented, trained into the teams and priced accordingly.
• Be a brand ambassador for Ocorian ensuring that clients and influencers understand Ocorians collective strategy along with the opportunities each business unit offers.  Sit on panels and attend industry events where required.

#LI-AM1

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Qualifications

Knowledge, Skills & Experience

• Proven track record in relationship management and senior client-facing roles, including revenue generating activities and targets
• Experience working with clients in the Alternatives sector across different asset classes, including Real Estate, Private Equity, Debt, Credit & VC
• Ability to problem solve with a client focussed mindset articulating ideas and positions in a structured manner
• Skilled across all Microsoft systems with the ability to customise and prepare compelling presentations
• Excellent analytical and interpersonal skills and a strong desire to learn and succeed
• Understanding of decision processes, stakeholders and market dynamics
• Excellent verbal, written and presentation skills
• Ability to engage and influence senior stakeholders including C Suite individuals
• Ability to work independently on own initiative and as part of a wider team
• The ability to interact with colleagues at all levels in the Company and gain the respect of staff and clients

Additional Information

All staff are expected to embody our core values that underpin everything that we do and that reflect the skills and behaviours we all need to be successful.  These are:

• We are CLIENT CENTRIC – Clients are at the centre of our world, and we’re committed to providing expertise and specialist solutions to meet their most complex challenges.
• We are AMBITIOUS – We aim high. We think and act globally, seizing every opportunity to delight our clients and support our colleagues - wherever in the world they may be.
• We are AGILE – We act on our initiative to get things done for our clients. Our independence gives us the flexibility and freedom to keep things simple, efficient and effective.
• We are COLLABORATIVE – With a curious mindset, we ask the right questions to get to the right solution, for our clients faster. We collaborate to win together and share our successes.
• We are ETHICAL – We behave with integrity at all times and assume positive intent, building trust through responsible actions and honest relationships.

Equal Opportunities for Everyone

Please let us know if there’s anything we can do to make the process easier for you. You can reach us at [email protected].

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.