Client Service Manager – Transfer Agency
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Key Responsibilities
- Act as the main point of contact between clients, Transfer Agency teams and external partners, managing an assigned portfolio and ensuring high-quality service delivery.
- Own and resolve client and partner requests accurately and within agreed SLAs, ensuring timely and professional communication.
- Lead and coordinate technology rollouts and system implementations, working with clients, Technology, Operations and external partners from requirements through testing, implementation and go-live.
- Coordinate UAT, testing and post-go-live support, ensuring successful adoption and resolution of any implementation issues.
- Coordinate the review and maintenance of SLAs, Trailer Fee Agreements, Operating Memoranda and prospectus amendments.
- Prepare KPI reports, Service Review Packs and Board Packs, representing Client Service Management at client meetings.
- Coordinate client due diligence, audits and onsite visits, ensuring documentation and remedial actions are completed within agreed timelines.
- Maintain Client and Reporting Matrices and ensure Client Servicing procedures remain accurate and up to date.
- Identify opportunities to improve client service, processes and operational efficiency. Skills & Experience Required:
- Minimum 5 years' experience in Client Service/Relationship Management.
- Proven experience managing client relationships and stakeholders.
- Experience delivering technology implementation, system rollout or migration projects.
- Strong understanding of Transfer Agency and the financial services industry.
- Ability to work effectively with clients, Technology, Operations and external partners.
- English fluent speaking essential.
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