Transfer Agency Trailer Fees 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 the Transfer Agency Trailer Fees Team Leader, you will be responsible for the day-to-day management and direction of the Trailer Fee team. Specific responsibilities include: oversight of Transfer Agency Fee Processing in a controlled and efficient manner while maintaining high client satisfaction and meeting all agreed service levels. You will also be the escalation point for issues that may impact the achievement of department objectives including quality, control, and client service standards. In addition, you will be responsible for managing a moderate-sized group of employees with Supervisors as direct reports. Achieving this will require strong people management skills, initiative, and attention to detail as well as the ability to delegate and to gain commitment among team members.

Key responsibilities include:
Fee Processing
- Oversight of the day-to-day activities of team ensuring deliverables are met on time and accurately

Client Service
- Act as the primary point of escalation for any client related issues and proactively manage the resolution process with frequent updates and satisfaction measures.
- Establish service standards with TA colleagues and ensure they are shared with and understood by team members and all internal support groups.
- Establish appropriate contacts within client teams and internal departments and actively collaborate to improve service quality.
- Work closely with Client teams to stay abreast of client goals and service requirements.
- Build overall credibility and foster trust within and outside of the
- Fund Accounting Services Management Team.

Risk mitigation and control environment
- Ensure adherence to all established procedures, best practices and controls. Perform annual review and ongoing enhancements of procedures.
- Manage controls efficiently to alleviate any areas of potential risk.

New Business, Technology and Projects
- Review and stream line functional tasks for maximum efficiency and realize team efficiencies through increased automation and organize workflows.
- Participate in inter departmental and cross Line of Business Project teams.

Staff Supervision and Leadership
- Conduct annual performance appraisals and provide regular feedback based on goals for direct reports, participate in the interview and selection process for job applicants, assist inexperienced staff members in learning job specific tasks, organize and perform cross-training to develop depth and breadth of knowledge / best practice.
- Provide ongoing feedback and coaching to direct reports to improve individual and team performance. Manage performance issues and disciplinary process for employees falling below set expectations.

Desired Qualifications:

- BA or Equivalent relevant education
- 5 + years' relevant industry experience (financial services)
- English fluent written and oral
- Additional language skills are a plus
- Ability to communicate effectively both verbally and in writing
- Prior experience working in a client servicing focused work environment
- Prior experience of staff supervision and people management
- Attention to detail and proven ability to handle complexity and competing priorities
- Ability to adapt to change and problem solving
- Ability to work effectively under pressure and demonstrate initiative
- Strong knowledge of MS Excel is a pre-requisite
- Knowledge of Quartal Commission is an advantage