Consultant, Transfer Agency

Transfer Agency - Client Service Manager Limerick

Position Summary

Reporting to the Client Services Team Manager, Ireland, you will be responsible for managing multiple clients and ensuring that all aspects of the service are maintained according to the client agreements in relation to Transfer Agency. The department provides third-party fund administration services to numerous fund management companies, covering a full range of shareholder servicing functions, including dealing, registration, settlements, distributions, commissions, and statements. We enhance the Transfer Agency experience for our clients and their investors, delivering differentiated service in tandem with Transfer Agency operations. We are a "trusted advisor" for our clients and act on their behalf when liaising with operational teams to resolve queries and implement service enhancements.

Responsibilities

•Exposure to the full Transfer Agency function/service offering
•Engage with multiple Transfer Agency locations
•Service a range of product offerings
•Commitment to service excellence and a client-centric approach
•Be part of a team of experienced professionals in the TA Client Service team

Key Responsibilities

•Deliver all TA Services to the client on a day-to-day basis.
•Work with Operational Partners to produce daily/weekly/monthly deliverable control checklists and ensure all targets and deadlines are met.
•Maintain client service levels by ensuring timely and accurate delivery of information and work products for dedicated clients.
•Provide technical expertise for the development of new TA products and develop Service Level Descriptions (SLDs) with your clients for the adoption of these new products and services.
•Participate in or lead client due diligence visits.
•Oversee the timely completion and publication of monthly reporting, including calculating KPI levels and reviewing monthly reporting packs for consultants/clients.
•Vet all incident reports prior to release to Relationship Managers (RMs) and clients, ensuring all items are added to the daily client incident log.
•Work with internal departments to evaluate and implement changes in proposed new regulations and ensure all current requirements are met.
•Manage client issues, ensuring appropriate resolution, and liaise regularly with global relationship managers and other operational managers to provide seamless service.
•Escalate items to functional team leaders, managers, Client Services Team Managers (CSDM), or Relationship Managers as appropriate.
•Act as an escalation point for Operations and the Fund Service Centre, also escalating issues to management as needed.
•Perform trend analysis, resolve exceptions, document issues and resolutions, and communicate and escalate issues to management as appropriate.
•Proactively communicate with clients, providing suggestions for operational efficiencies, process improvements, customer experience enhancements, or cost reductions.
•Champion key projects for your clients.
•Deliver ‘Priority Client Discussions’ within the agreed timetable determined by the Client Services Team Manager.
•Perform testing of client-specific reporting.
•Deliver on PMO responsibilities within the client onboarding process.
•Provide leadership and guidance to partners, fostering an environment that encourages employee participation, teamwork, communication, and overall excellent client servicing.
•Participate in the development, recruitment, appraisals, and retention of partners at the Client Services Officer (CSO) levels.

Skills/Qualifications

•The successful candidate will benefit from having:
•Prior experience in a client-focused role in the financial services or banking industry.
•Operational experience in a Transfer Agency role.
•A track record of building and maintaining strong client relationships.
•Effective verbal reasoning and numeric skills.
•Ability to work under pressure and meet challenging deadlines.
•Strong planning and organizational skills.
•Ability to review and resolve complex issues promptly.
•Ability to work on own initiative.