Investor Relation Manager

Alts Transfer Agency Investor Relation Manager

At Brown Brothers Harriman, we believe no job is too big or small for any of us to handle if it helps our clients. We value passionate, committed people who enjoy collaborating with others to find new solutions to complex business challenges. We are looking for the type of person who speaks their mind, truly listens and steps outside their role to add value wherever they can. Someone who is driven to get things done and views obstacles as an exciting challenge that demands a creative solution. Above all, we seek someone who takes great pride in their work and is inspired and motivated by their role in protecting and enhancing our client’s financial well-being.

Join us as an Alts Transfer Agency Investor Relation Manager

In this role you will be responsible for managing a portfolio of Alternative Fund clients, ensuring a consistent and excellent client and investor experience across all aspects of TA. You will be the key contact for client/investor or inter-departmental queries, assist Senior Management to ensure the team operates effectively and efficiently and that deadlines and the highest standards of client service are met. To be successful in this role you will need to demonstrate expertise in people management, initiative, and attention to detail as well as the ability to delegate and to gain commitment from team members by reinforcing an inclusive and collaborative team environment.

Client Service:

- Establish and maintain strong relationships with our clients at all levels of their organization
- Influence outside of organization to deliver excellent service and bring about client solutions
- Provide exceptional client service and be an escalation point for clients on all TA matters
- Be confident in dealing with clients in difficult and challenging situations
- Possess an excellent understanding of all TA areas, and be able to represent TA on all servicing aspects
- Proactively work with clients and internal teams on TA servicing challenges and enhancements
- Present and own due diligence and service review meetings with clients
- Remain knowledgeable of industry developments and changes particularly in the regulatory space
- Proactively work with the operational teams to ensure issues are resolved to the satisfaction of the client and BBH
- Ensure any issues, errors or complaints are escalated accordingly, and adequate steps are taken to resolve and prevent future occurrences.
- Continually review processes for maximum efficiency and make necessary changes where necessary
- Maintain a good understanding of TA policies and procedures and ensure they are adhered to on a daily basis
- Oversee the shareholder servicing team to ensure all queries are handled in line with the Service Level Agreement’s, work with your team to ensure unresolved items are escalated and addressed.
- Effectively coordinate and oversee special processing situations and projects through clear and effective communication and excellent organisation skills
- Actively participate and work closely with Client Service Managers and Relationship managers in the coordinated approach towards servicing of our clients.

Staff Supervision:

- Conduct annual performance appraisals and provide regular feedback based on goals for direct reports
- Participate in the interview and selection process for job applicants where appropriate
- Organize and conduct training with staff on client specific nuances as well as arranging cross training to develop depth and breadth of knowledge
- Ensure adequate staffing levels are in place, to meet both daily and future business requirements
- Manage resources for example, ensure a weekly shift schedule is in place to cover the various tasks and skill set of the team members
- Provide mentoring, assistance, guidance and support to team leaders and other staff
- Ensure regular team meetings are held and views and feedback is encouraged and sought from all attendees
- Minimize overtime and to implement additional efficiencies as automation projects are completed

Education level and/or relevant experience(s):

- BA/MS degree and/or equivalent work experience
- Minimum of 8 years of experience in Financial Services with 5 years in either Transfer Agency or working with Alternative fund clients.

Knowledge and skills (general and technical):

- Excellent communication and client-facing skills
- Experience in planning, initiating and following through to meet objectives
- Ability to coordinate across departments/functions when needed to meet client needs
- Ability to identify, recommend and implement solutions
- Proven ability in people management, and ability to delegate and to gain the commitment among team members
- Knowledge or prior experience with eFront or EZE Investor Account is an advantage

What You Can Expect At BBH

If you join BBH you will find collaborative environment that enables you to step outside your role to add value wherever you can. Yo