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**Lead Manager Client Processing - AIS Transfer Agency - Grade K**
The Lead Manager - Alternative Investment Services (“AIS”) Investor Services (“IS”) is responsible for the day-to-day management of a team of IS (Transfer Agency) professionals providing services to a set of Private Equity/Real Estate (Private Markets - ‘PM’).
Following significant business growth IS created this role to strengthen the structure of the PM team in Luxembourg (i.e. a group within IS dedicated to PM funds) with target to maintain its dedicated client focus. The team will transition from currently one group under a single Lead Manager into two groups, each of the groups will report into their own Lead Manager. Both Lead Managers will report into the Group Manager responsible for PM in Luxembourg.
Whilst each Lead Manager will have a dedicated group of staff and the ownership and accountability for a dedicated client portfolio, both Lead Managers are required to work closely together to ensure coverage and consistency across service delivery in both groups.
The Lead Manager will be responsible for maintaining the relationship with clients and organising the client deliverables on a daily basis. This role requires close collaborate with peers and colleagues from PM teams in EMEA and Globally.
Furthermore, Investor Services is operating in an outsourced model requiring coordination of service delivery tasks amongst various locations.
Day-to-day management includes but is not limited to the following:
- Management of team including team meetings, 1-2-1’s, PMPs etc.
- Assigning BAU tasks across service team
- Participation and resolution of investor/client escalations
- Oversight of outsource locations
- Authorization of payments
- Attending client meetings, board meetings
- Involvement in prospect/pitch meetings as required
- Liaising with AML team to ensure investors are in good order prior to each close
- Ensure accuracy & timely completion of KPI’s and Board Packs
- Involvement in the on-boarding process for new business including doc review
- Preparation, review, release of reporting
- Involvement in system upgrades and various other projects
The incumbent will be a leader and motivator and should promote excellent client service standards, a customer focused ethos and advocate, and instil best practice at all times within the group. Ensures client satisfaction, accuracy and productivity of work, and compliance with internal policy and external regulation. May assist in process improvement for the function.
The nature and number of client relationships as well as the number of assigned personnel may change due to organisational growth.
Position requires good knowledge and understanding of the alternatives industry, the business and service needs of industry participants, and an understanding of the global service delivery models with specific reference to private equity/real estate investor services (Transfer Agency).
Manage, coach and develop team members, ensuring all staff are performing in line with competency standards and development potential is being identified and promoted. Set the development schedule to ensure that AIS is keeping pace with market developments and competitor product service offerings. Employ various innovative strategies to support client service and service delivery for Investor Services. Take a leadership role in identifying and resolving client service and service delivery issues for clients, Senior Leadership team members and Relationship Managers.
Support the retention and growth of existing revenue streams, and provide the highest level of customer service through proactive problem resolution and by demonstrating the Company's core values. Must have ability to conduct his/herself with integrity and a desire for excellence at all times with a clear sense of personal responsibility. Need to demonstrate that they can treat all colleagues, internal & external, with respect & to proactively create an environment of teamwork. Must have excellent judgement. Direct client contact and nature of work impacts revenue retention and growth, and poor performance can result in significant expense.
The role will require engagement with a broad cross section of the AIS business and the broader BNYM organization. External engagement with clients & prospects in support of AIS service delivery. Must foster an environment of teamwork and collaboration across all areas of the business and with shared services partners.
College Degree preferred. 10+ years’ experience in financial services including 8+ years’ experience in Investor/Transfer Agency Services, and dealing with large institutional clients including at least 3+ years’ experience in Alternative Investment Services and with private equity, real estate or hedge fund clients preferred. Demonstrated experience as a successful manager of managers would be considered as advantage.
**BNY Mellon is an Equal Employment Opportunity/
