LATAM Client Service-Investor Services, AVP

Key Responsibilities

• Support internal business partners and clients across 18 products throughout our global organization; including custody, fund administration and others.
• Ensure superior client satisfaction by acting as an advocate for internal and external clients and ensuring client issues are satisfactorily resolved.
• Proactively identify client needs and potential internal issues which could impact client satisfaction.
• Consult with client and internally on new products, services and industry trends.
• Responsible for ongoing review of op model effectiveness and driving required changes
• Work with senior management keeping them informed of new developments, service issues, and new business opportunities.
• Ensures fee schedules are properly implemented, and receivables are collected in a timely manner.
• Responsible for managing a team(s) of client service representatives.
• Acts as a liaison between business units to ensure successful implementation of service deliverables are being provided to the clients and the team.
• Provides project management support for client related initiatives.
• Manages conversion and new client relationships with minimal input/contact from VP or SVP.
• Prepares internal risk and compliance profiles, responds to inquiries from client auditors and periodically reviews business operations and controls for accuracy and completeness.
• During the course of normal day to day operation, be responsible for identifying any unusual or potentially suspicious transaction activity and must report and/or escalate in accordance with corporate policy and guidelines detailed in relevant operating procedures.
• Production of client meeting material and performance reporting
• Comprehensive and demonstrated knowledge of overall process and operating model for multiple clients within the team
• Acts as point of contact for operational activities and client inquiries.
• Monitors and oversees the performance of all business unit Shared Service Teams, global Centers of Excellence and India operations as it relates to the overall service delivery for their clients.
• Resolve & escalate open and daily issues and provide solutions within the target turnaround timelines
• Maintains and strengthens relationships with internal departments and clients
• Online support for various client-facing applications, set up, training, resolving data integrity issues, assisting with new product rollouts.
• Account Administration including account openings, billing set up, tax reclaims/tax documentation, market openings/exits/updates, security registration/system access/ID administration and FAR set up
• Production of client-customized reporting; collection of data and production of customer report cards
• Assist with compliance/fiduciary reviews and audits.
• Identify and implement consistent operational best practices.
• Train and develop new staff.
• Provides direction and training to staff and act as point of reference for knowledge
• Delegates tasks to appropriate individuals
• Make suggestions to streamline operations.
• Help develop processes to control or eliminate risk across business unit
• Constantly update and implement controls and procedures as necessary
• Monitor day-to-day service delivery of Business Unit Shared Service and Centers of Excellence for assigned accounts.
• Ability to recognize problems that need the attention of management
• Ensure prompt follow up on exception situations and facilitate timely problem resolution to mitigate risk to the corporation and deliver excellent service to clients.
• Must maintain high level of performance under pressure

Qualification & Requirements

What we value

• Utilize ‘client first’ mindset – continue to improve Client Service and the Client experience to deepen relationships with clients
• Communication skills to build and manage relationships across financial institutions as well as with internal business partners.
• Ability to problem solve, develop tools and enhance to deliver improved client satisfaction
• Proven leadership skills – enjoys driving new initiatives forward with energy and enthusiasm
• Excellent problem solving, analytical and technical skills
• Must constantly strive to increase knowledge and skill levels
• Maintains open communication with co-workers and superiors

Education & Preferred Qualifications

• BS/BA degree required, MBA desirable.
• Must have a minimum of 7 years of related experience, preferably in financial services industry.
• Knowledge of financial services computer systems, financial operations and/or mutual fund and related industries will be considered a strong plus.
• English and Spanish are mandatory.

Additional requirements

• This position requires working during Holidays and staggered shifts to accommodate LATAM hours of operation.
• Ability/process of accurate pipeline management from initial lead to close.
• Ability to work within a collaborative environment to achieve results.
• Ability to manage and influence colleagues and virtual team members.
• Willingness for regular business travel.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…