Ta Shs Team Leader

What You Can Expect At BBH:
If you join BBH you will find a collaborative environment that enables you to step outside your role to add value wherever you can. You will have direct access to clients, information and experts across all business areas around the world. BBH will provide you with opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm. We encourage a culture of inclusion that values each employee’s unique perspective. We provide a high-quality benefits program emphasizing good health, financial security, and peace of mind. Ultimately we want you to have rewarding work with the flexibility to enjoy personal and family experiences at every career stage. Our BBH Cares program offers volunteer opportunities to give back to your community and help transform the lives of others.

As a Transfer Agency Shareholder Services Team Leader, you will provide client service management to ensure client satisfaction, engagement, retention and profitability for assigned relationships, with specific focus on the Transfer Agency discipline. The SHS Team Leader manages a team of supervisors responsible for overseeing day to day client needs and providing exceptional client service to their respective clients, and their clients (the shareholders), and serves as an escalation point for client and shareholder issues. As a Team Leader, you manage the day to day aspects of client relationships and perform oversight of core product functions as required to support high client satisfaction and engagement. You will be responsible for monitoring inquiry trends, identifying insights, and raising ideas to management on potential client growth opportunities, and automation opportunities. You will be responsible for managing a team, along with the Investor Relations Managers (IRMs) and will deputize for the IRM in their absence.

Responsibilities and requirements will include:

- Management of one of the Shareholder Services teams
- Daily shareholder task allocation agreed between the Team Leaders.
- Weekly oversight meetings with outsourcing locations.
- Review processes and procedures: improve workflows and achieve higher efficiency for the team and across TA teams (including cross-location).
- As a Team Leader, you will have a coordination role in small and medium size client projects (fund launches, mergers) for the department.
- You will coordinate the prioritization of client requests, on a daily basis, with the other Team Leaders in the SHS team.
- You will collaborate, together with the other SHS Team Leaders, with department management to share knowledge and insights, enhance the capability of the department and achieve department goals. As a Team Leader you will play a key role in staff development and motivation and will be an influential role model and culture carrier within the department.
- Close collaboration with Change Management and IT for business requirement analysis and project implementation.
- Escalation point for shareholder queries.
- Weekly or Monthly Client Service Calls (review of outstanding items: account logs, project status, development items)
- Excellent relationship building skills internally within the team and department leaders across BBH.
- Effectively communicate and onboard new clients, and new products and services.
- Oversee the work of your team and be accountable for ensuring that your team meets all client and internal expectations.
- Training and development of direct reports to ensure that the team has the required knowledge and skills to deliver excellent service to all clients.
- Work allocation to meet the requirements and expectations of all clients.
- Balancing day-to-day production with successful execution of projects and initiatives impacting your team and clients.
- Engage your team in actively contribute to departmental/line of business key projects and initiatives.