Group Manager, Client Processing

Overview

Following significant business growth including volume and additional complexity in combination with higher demand for sensible relationship management, AIS IS created this role particularly to strengthen the structure and presence of the AIS IS group in Luxembourg.

The group in Luxembourg currently consists of two operational teams and a support team, in total about 20 FTEs (trend to further growth). Whilst the support team covers for internal governance and client onboarding, the two operational teams are IS teams responsible for the client relationships and operations on closed-ended PM funds or open-ended Hedge funds respectively.

Both teams are operating in an outsourced model whereby the Lux teams are responsible for client relationship management, governance and business change and ultimately responsible to meet client deliverables.

However, the production center for IS deliverables is located in Poland with plans to expand the outsourcing model and extend to other locations.

Day-to-day management in coordination with the Head of AIS IS includes:
Driving the AIS IS strategy in Luxembourg (regulatory framework, service model, technology, intra group cooperation/coordination etc.)

Taking on ownership and responsibility for control environment within the group, in line with local regulation and group policies/risk strategy of the firm

Supporting the management of the 3 teams including participation to team meetings, 1-2-1’s, PMPs, career planning etc.

Coordinating and supporting the functions performed by each team and assisting the team members if and when needed

Executing oversight/governance on outsource locations (KPI review, attestations/meeting participation, due diligence etc.)

Representing AIS IS in client and board meetings, prospect/pitch meetings and BNYM committees and forums

Handling and resolving escalations (investor, client, internal etc.)

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. Will have to 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 excellent 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. 12+ years’ experience in financial services including 8+ years’ experience in Investor/Transfer Agency Services, and dealing with large institutional clients including at least 5+ 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.

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