Director, Client Account Management

Job DescriptionDevelop relationships with key decision makers and operations staff at our clients.Manage client relationships and act as escalation point for all client queries.Own and manage incidents/errors end to end in a timely manner.Maintain a high level of client satisfaction and retention.Management and oversight of client specific SLA's and KPI adherence by operations teams.Host monthly service calls with clients with our SLA and KPI data.Participate in client DDQ's and oversight of periodic due diligence visits.Determine RAG rating for clients. Escalation to internal senior management where appropriate.Oversee and review client profitability and ownership of client account strategy to drive future growth.Manage client profitability through workforce planning with operations teams and adherence to common operating model.Explore cross-sale opportunities where applicable. Actively participate in RFPs or other business development opportunities as required.Ownership of commercial conversations with our clients. Initial point of contact for new product launches and services.Participate in global projects to improve client related initiatives or projects with the operational teams.QualificationsThird Level Qualification (degree or higher) in a relevant field.At least 10 years' experience working in the fund administration or asset management industry with experience managing client relationships. Providing high quality service and understanding client needs. This can include other administrators, investment managers or fund auditors.Demonstrate leadership and the ability to effectively manage a team of accounting professionals.Excellent business acumen through a strong 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. The ability to service these clients while maintaining the interests and health of the organization is critical.Strong computer skills with strengths in Microsoft Office products.In-depth understanding of fund administration industry. This includes various fund structures, fee calculations, financial instruments and fund offering documentation review.Demonstrate a high level of problem solving and innovative thinking in order to develop solutions to complex problems.Experience with fund administration software such as Geneva, Investran, Yardi and Mantra would be beneficial but not necessary.

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