Manager, Client Processing

**Manager Client Processing - AIS Transfer Agency - Grade J**

The Manager - Alternative Investment Services (“AIS”) Investor Services (“IS”) is part of a team of IS (Transfer Agency) professionals providing services to a set of Private Equity/Real Estate (Private Markets - ‘PM’).

Whilst the Lead Manager of the group is responsible for maintaining the relationship with clients and organising the client deliverables on a daily basis, it is the responsibility of the Manager to support the Lead Manager in that function. As such, the Manager will take certain tasks away from the Lead Manager and act as additional point of contact (internally and externally) to the extent of representing the Lead Manager as part of absence planning or delegation.

Investor Services is operating in an outsourced model requiring coordination of service delivery tasks amongst various locations.

**Day-to-Day Responsibilities include**:

- Manage the TA operation in a support function to the Lead Manager
- This includes responsibility for ensuring that prospective investors meet eligibility, compliance and anti-money laundering guidelines during the processing of investor-related transactions, which includes subscriptions, redemptions, the generation and distribution of confirmations and statements, as well as transfers, re-registrations and distributions.
- IS are also responsible for reconciling trade information received with the clients’ expected transactions and monies received from investors.
- Additional responsibilities include written and oral correspondence with the fund and investors regarding transactions, performance and statement reporting.
- Representatives are also a resource for Client and Investor inquiries regarding their transactions and documentation outside of the trade processing cycle.
- Experience with Outsourced/Delegation Work Model is of advantage

**Client Service Management**
- Ensures client satisfaction, accuracy and productivity of work, and compliance with internal policy and external regulation. May assist in process improvement for the function.
- Manage the interface with Clients on TA deliverables as outlined in Service Level Agreements and the delivery of accurate information in Client report cards and board packs
- Liaise with the Client Services team to ensure all issues and initiatives are shared with the client, all monthly service review reports completed and service meetings are attended, and general service levels remain Green.

**Communication**
- Support the Team Manager during meetings with direct reports, providing updates on relevant developments, getting feedback and updates on salient issues.
- Promote an environment of open and clear communication ensuring all team members maintain a positive and professional relationship with internal and external parties.
- Act as escalation point for all Client issues, attend Monthly Service Reviews as required and represent the bank accordingly.
- Escalate to and inform the Lead Manager about client activity, ongoing initiatives, status of deliverables and potential issues etc.

**Quality and Risk Control**:

- Ensure the teams are operating according to procedure to ensure no material errors or audit issues arise by reporting and proactively addressing potential risk areas.
- Ensure benchmark KPI's are achieved and exceeded where possible and tracked intra month.
- Assist with regular review of processes and controls to identify any operational gaps from agreed checklists, guidelines and written procedures. Ensure root cause analysis conducted when any errors, incidents or near misses occur in the area.
- Ensure procedures are consistent across all teams and that Monthly Procedures Committees etc. are attended.
- Ensure team members adhere to BNYM standards, policies and procedures and maintain records in a neat and orderly manner, suitable for review.
- Assist with answering all Audit, Client, Compliance, and Trustee queries ensuring proper prioritisation, thorough investigation and high quality responses in a timely manner.

**Change & Project Management**:

- Escalate where you identify any growth in volumes, or service creep.
- Highlight manual, repetitive or risky tasks, which would benefit from automation, focusing on improving straight through processing.
- Assist in any reviews of internal and 3 rd party IT systems highlighting where changes can be made to improve automation and efficiency levels.
- Manage rollout of services to new funds and ensure the smooth transition into TA operating teams.
- Foster and develop close working relationships with other departments and locations to ensure that TA issues are addressed and SLAs are in place where necessary.

**Management Skills**:

- Supervise team members and in coordination with the Team Manager coach and develop team members, utilising the Performance Management Program and through regular and timely communication.
- Organise the work and deliverables in the dedicate