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Client Service Manager

Our client is an industry-leading financial services company and they currently have an exciting opportunity for an Client Service Manager to join their team in Limerick/Dublin. This is a 6 month contract, where you will be responsible for managing multiple Tier 1 clients and ensuring that all aspects of the service are maintained as per the Client SLD in relation to Transfer Agency. 

The department provides a third party fund administration service to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions and statements.


Responsibilities:

  • Day to day delivery of all TA Services to the client. Manages functional teams; coordinates the work, communication and issue resolution activities. The CSM should work with Operational Partners in producing daily/weekly/monthly deliverable control checklists and must ensure all targets and deadlines are met.
  • Maintain Client Service levels, for dedicated clients, by ensuring timely and accurate delivery of information and work products.
  • Provide technical expertise for the development of new TA Products and develop SLD’s with your clients for the take on of these new products and services
  • Oversees the timely completion and publication of monthly reporting including calculating KPI levels and review of monthly reporting packs to Consultant / Client    
  • Responsibility for vetting all incident reports prior to release to RM's/Clients and ensuring all items are added to the daily client incident log
  • To work with internal departments to evaluate and implement changes in proposed new regulations and to ensure that all current requirements are met
  • Manage client issues ensuring appropriate resolution, including regular liaison with Global, Relationship Managers and other Operational Managers to provide a seamless service. 
  • Consult on effective ways to meet client needs or appropriate methods to be used for resolution of an error
  • Escalate items to functional team leaders, Manager, CSDM or RM as appropriate.
  • Act as an escalation point to Operations and the Fund Service Centre also escalating issues to management as appropriate
  • Perform trend analysis, resolve exceptions, document issues and resolutions and communicate and escalate issues to management as appropriate

Requirements:

  • The ideal candidate will hold a degree in a relevant discipline, along with experience in a client-focused role gained in the financial services or banking industry
  • Operational experience in a Transfer Agency role is preferred, but fund accounting, fund administration or banking experience will be considered
  • Previous experience with people management (though this will be an individual contributor role) and change management skills desirable 
  • Transfer Agency Industry and Regulatory knowledge strongly preferred
  • Internal Stakeholders – Global Fund Services (GFS) Ireland Head of Operations and Head of Client Services, Relationship Managers , Client Service Delivery Managers and outsourced locations
  • External Key Stakeholders – Clients, Independent Boards, Regulators including CBoI and FED

For a confidential discussion and more information on the role, please contact Jessica Kennedy

jessica.kennedy@collinsmcnicholas.ie

021 2427110