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Client Service Associate
2 months ago
The Opportunity:
In this dynamic and competitive position, the Associate on the Investment Operations Outsourcing (IOO) Client Service team acts as the primary contact for clients regarding daily operations and is tasked with resolving intricate challenges. The Associate is also expected to engage in or lead initiatives aimed at enhancing overall service quality for clients.
With relevant industry experience, the Associate should possess comprehensive knowledge of the investment management sector, middle office operations, and is anticipated to have strong interpersonal abilities to collaborate effectively and independently with both internal and external stakeholders.
About Investment Operations Outsourcing:
We provide our Asset Manager clients with comprehensive middle-office and component solutions for a diverse array of products, markets, and asset types. Our end-to-end solutions cater to all post-trade requirements of our clients. Our global, seamless operating model ensures that client portfolio information is effortlessly transferred across regions, time zones, custodians, and third parties.
Coupled with a unified application for data aggregation, risk and performance analysis, asset valuation, and reporting management, IOO delivers a consistent experience that balances risk, quality, and cost for each client.
IOO's success relies not only on the contributions of employees within the department but also on our effective collaborations with various global support teams, including Reconciliations, Corporate Actions, Income, Performance, Derivatives Operations, and Pricing, among others.
The Impact: (Primary daily responsibilities)
- Operations Management
- Oversee client service through management of daily functions and tasks, including but not limited to: cash processing, custodian reconciliations, front office reconciliations, client reporting, client fee billing, and general client inquiries regarding provided data.
- Cross-train on all oversight functions as assigned and serve as a backup for colleagues as necessary.
- Promote the use of IOO or client best practices within IOO and its support teams.
- Manage multiple projects of varying complexities.
- Identify opportunities for process or service quality enhancement while acting as a liaison across the enterprise to drive execution.
- Understand and improve procedures and controls to mitigate operational, financial, or reputational risks to the client.
- Client Service Management
- Gain a thorough understanding of the client's business and deliverables.
- Provide timely responses to client and internal stakeholder inquiries with minimal managerial input.
- Facilitate the engagement of other partners as appropriate to swiftly resolve and address client inquiries/issues.
- Work towards becoming a key subject matter expert on the IOO Operating Model, as well as the end-client's business.
- Assist in the development and implementation of process changes necessary to align with client support needs and/or best practices.
- Understand current Service Level Agreements (SLAs) that outline roles and responsibilities with the client directly related to job functions.
- Relationship Management
- Act as a primary point of contact and be accessible to other internal partners and teams supporting the client relationship.
- Independently cultivate relationships with internal partners and teams, utilizing collaboration, persuasion, or influence skills to resolve client issues or enhance client service.
- Serve as a key subject matter expert and mentor to junior-level employees.
The Minimum Qualifications:
- 3+ years of relevant work experience supporting Financial Industry Operations, Asset Management, and/or Investment Operations clients.
- Knowledge of trade lifecycle and the various counterparties within the operating model.
- Demonstrated examples of process efficiencies implemented in previous roles.
- Proven excellent oral and written communication skills.
- Ability to prioritize and multitask, completing work with a sense of urgency that aligns with client needs.
- Strong analytical, attention-to-detail, and problem-solving skills.
- Moderate proficiency in Excel (VLOOKUP, Pivot, etc.) and other MS Office applications.
The Ideal Qualifications:
- A college or university degree.
- Direct experience in investment management operations.
- Previous exposure to or experience with business process and/or technology enhancement initiatives.
- Experience with PowerBI or other data visualization tools.
