MUFG Investor Services
Finance / FinServ
SeniorAssociateDirector,Client360(ClientRelationshipManagement)
“Senior Associate Director, Client 360 (Client Relationship Management) at MUFG Investor Services. Skills: Client Relationship Management, Client Service Management, Client Profitability Management, Risk Management, Client Reporting Management. Create a client centric culture within the company. Focusing on Client satisfaction by ensuring an enhanced service model is delivered to clients”
What You'll Achieve.
enhanced service model is delivered to clients; high level of client satisfaction and retention; drive service improvements; improve margin across the business; ensure quality client experience; prevent recurrence of incidents
Industry & Context.
high level of problem solving; develop solutions to complex problems; proactively address risks and issues; help to resolve operational challenges
What They're Looking For.
Must Have
Bachelor's degree in business administration, marketing, communications, or related field, At least 7 years' experience working in the fund administration or asset management industry with experience managing client relationships, Demonstrate leadership and the ability to effectively manage a team of accounting professionals, Excellent business acumen through a 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, computer skills with strengths in Microsoft Office products, In-depth understanding of fund administration industry, Demonstrate a high level of problem solving and innovative thinking in order to develop solutions to complex problems, Ability to work independently as well as part of a team in a fast-paced environment
Nice to Have
Experience with fund administration software such as Geneva, Investran, Yardi and Mantra would be beneficial but not necessary
What You'll Do.
Create a client centric culture within the company
Focusing on Client satisfaction by ensuring an enhanced service model is delivered to clients
Coordinate alignment across operations teams
Participate in global projects to standardize and enhance our target operating model
Implement client satisfaction monitoring
Strengthen relationships with our clients
Build relationships with client decision-makers and operational teams
Develop and execute tailored client account plans
Maintain a high level of client satisfaction and retention
Serve as the primary escalation and engagement point for client issues and queries
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
Identify and close cross-sell opportunities
Support RFPs and business development
Oversee new funds and service onboarding
working with the client
and operations to ensure quality client experience
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
Evaluate client requests and ensure due process is followed
Triage and prioritize development and implementation
with appropriate cost management as applicable
Ensure incidents are proactively resolved and that corrective actions are implemented timely to prevent recurrence
Board Reporting co-ordination
distribution and presentation
Facilitate client due diligence (DDQs) requests
Contribute to global initiatives aimed at enhancing client experience and operational efficiency
Other ad-hoc tasks as assigned with the team
How You'll Work.
Team & Collaboration
Coordinate alignment across operations teams; Work as part of a team in a fast-paced environment; Work with the client, onboarding team, and operations to ensure quality client experience
Communication Scope
Host monthly/quarterly service calls; Board Reporting co-ordination, distribution and presentation
Process & Methodology
Participate in global projects to standardize and enhance our target operating model, Triage and prioritize development and implementation
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