Senior Associate Director, Client Servicing

About MUFG Investor Services:

MUFG Investor Services is a trusted partner to many of the world's largest public and private funds, providing asset servicing and operational solutions built for alternatives. With over $1 trillion in client assets under administration, we offer fund administration, banking, payments, fund financing, foreign exchange overlay, corporate and regulatory services, custody, business consulting, and more.

Operating from 17 locations worldwide, we help clients mitigate risk, enhance efficiency, and navigate the operational complexities of today's investment management landscape. As a division of Mitsubishi UFJ Financial Group (MUFG), one of the world's largest financial institutions with approximately $3 trillion in assets, we combine deep expertise with the strength and stability of a leading financial institution.

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In the current asset servicing environment, clients are looking for service providers to not only provide core administration services but also act as trusted advisor and partners. The role is to create a client focused culture within the company. Focusing on Client satisfaction by ensuring an enhanced service model is delivered to clients.

Client 360 Manager will help coordinate deliverables across operations teams, help mitigate risk and communication strategy for incidents, participate in global projects to standardize and enhance our target operating model, implement client satisfaction monitoring and strengthen and develop relationships with our clients.

A partial list of responsibilities and skills includes:

• Develop 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.

• Bachelor's degree in business administration, marketing, communications, or related field preferred.
• At least 7 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.
• Ability to work independently as well as part of a team in a fast-paced environment.

At MUFG Investor Services, we are exceptionally proud of our approach to Hybrid Working. It enables the flexibility to thrive from wherever our employees work and, stay connected to their team and our culture. When we make Hybrid Working plans, we get to know the individual and pride ourselves in underpinning all our decisions with fairness and consistency.

MUFG Investor Services provides all of its employees with an extremely attractive compensation package. In addition to base salary, there is a group medical insurance scheme, group pension scheme, reimbursement of professional subscriptions, paid holidays and assistance towards gym memberships.

We thank all candidates for applying; however, only those proceeding to the interview stage will be contacted. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only to provide an accessible candidate experience.

MUFG is an equal opportunity employer.