Director - Client Service Management

Company Description

Experience something Brilliantly Different with a career at MUFG Investor Services.

Who are we? In a nutshell, MUFG Investor Services is part of the Mitsubishi UFJ Financial Group, and we partner with over 480 loyal global investment firms to provide them with administration, asset services, banking and fund financing.

We’re in 14 global locations and provide an exceptional hub of Brilliantly Different talent to thrive.

**Job Description**:
Deepen existing client relationships through exceptional client service across all products and service locations. Other priorities include driving revenue growth from existing client base through cross-sell initiatives of new and existing products; Partnering across the organization to ensure the strategic vision aligns with client needs, service level agreements and target operating models.

Roles and Responsibilities:

- Coverage of MUFG Investor Services’ largest clients and further deepening of each client relationship globally while ensuring client retention as highest priority
- Oversee all service delivery for clients covered, ensuring accuracy and timeliness
- Act as escalation layer for client concerns and communicate across the organization to drive client satisfaction
- Partner with clients on new launches including structuring of pricing and providing guidance on operational matters as necessary
- Manage client interaction and communication, integrate regular service calls and strategy/KPI calls on a regular basis
- Respond to clients in a timely manner to ensure superior customer service is provided
- Provide leadership and support to client support teams across the organization encouraging cross-departmental cooperation
- Partner with BD, senior executives and ICG to drive revenue growth by increasing wallet share with existing clients, predominantly via cross-sell
- Oversight of client-specific projects working with Project Management and Deal Management as required
- Responsible for client profitability on CSM-covered clients including helping to define and ensure adherence to the target operating model
- Maintain strong relationships with other senior stakeholders throughout the business and provide guidance on client influences and impact factors
- Oversee other organizational efforts / initiatives as required - this includes important firm-wide initiatives, inter-departmental projects, and the roll out of new products and services
- Actively manage the ongoing client risk assessment process and provide monthly updates for senior management and board reports
- Proactively identify and mitigate risk by working with all operational teams to enhance processes and controls

**Qualifications**:
Education and Work experience:

- Undergraduate degree
- A minimum of 10 years’ experience in the funds/asset management industry preferably in operations and/or client service roles
- Client focused with proven ability to manage client relationships

**Essential**
- Microsoft Office: Excel, Word, PowerPoint, Outlook

**Preferred**

Advanced Microsoft Excel Knowledge

Behavioral Competencies:
**Client Focus**
- Requires a client-centric mentality to deliver excellent client service
- Strength under pressure when dealing with clients
- Responsiveness to client needs in a timely, approachable and knowledgeable way
- Ability to build and maintain long term relationships with clients and other stakeholders
- Ability to think commercially at all times, in the best interest of the firm and our clients

**Drive for Results**
- Demonstrates accountability and ownership in job function
- Solicits feedback from team and managers when unsure of next steps and decisions need to be made
- Ability to escalate issues as identified
- Commitment to identifying new ways to increase client satisfaction
- Willing to embrace diverse opinions and approaches to identify innovative solutions and/or inefficient processes
- Facilitates change and ability to seek synergies within the organization

**Interpersonal Skills**
- Excellent communication and organizational skills
- Ability to work in a team and communicate effectively (in individual and group settings) and establish positive working relationships across the business
- Willing to share knowledge and experience
- Ability to delegate effectively
- Willing to listen to others maintaining approachability and willing to learn from peers and leaders

**Personal Capability**
- Demonstrates accountability and professional behavior
- Listens and incorporates management’s feedback into daily work

Additional Information

What’s in it for you to join MUFG Investor Services?

Take a look at our careers site and you’ll find everything you’d expect from a career with the fastest-growing business at one of the world’s largest financial groups. Now take another look. Because it’s how we defy expectations that really defines us. You’ll feel that difference in all kinds of ways. Our vibrant CULTURE. Connected