Responsibilities / Duties:
Asset Servicing’s client service model varies by geographic region (US, EMEA, APAC, LATAM, and Brazil) and client type (size, complexity, growth opportunity, revenue). Roles and responsibilities, therefore, vary dependent upon segment and region.
In general, SDs are primarily focused on managing the servicing needs of clients.
The SD is responsible for closely managing the day to day operations of a select group of clients. This client base typically includes firms that are large fund managers, insurance companies, banks, pension funds and other like businesses.
In this capacity the incumbent will closely monitor daily operational and system workflows to ensure proper service levels are maintained or exceeded.
They will work with the Relationship Executive and Business Executive to ensure deployment of new business opportunities and will look for ongoing ways to continuously improve the relationship.
The Service Director is responsible to traverse a broad base of service teams to ensure clients are served exceptionally. They are expected to have a deep understanding of all products and services provided to a client. They participate in critical decisions about servicing, highlight opportunities for improvement and recommend enhancements to the operating model.
SD must work through multiple client issues at varying levels of complexity. Examples of the type of issues they may manage include: billing inquiries, contract negotiations, and other documentation-related matters.
They are fully engaged in all matters related to the client, from routine service issue escalation to new product roll-outs. In order to be effective in the execution of such a broad range of responsibilities, the SD must be integrated with all servicing teams providing products and services to the clients.
In this manner, the SD monitors that all of the service teams are performing their daily activities effectively and that we are meeting our service commitments.
They must effectively balance the dual goals of meeting service delivery commitments, while ensuring that the bank is in full compliance with all regulatory requirements.
The SD will assist the RE, BE and other operational constituents with leading the client through the on boarding process. They will guide the client through the Business Acceptance (BAC) process, which is designed to ensure that all internal constituents fully appreciate the client’s business requirements and that the appropriate controls and resources are in place around new business.
They will partner with the Implementation teams to develop a highly customised process designed to successfully launch a multiple product business relationship.
It is expected that in this role, the SD will be uniquely positioned to support the RE and BE in designing and proposing solutions to facilitate new business development efforts.
Client and internal-facing role charged with ensuring overall service quality, client satisfaction, and a consistent client experience working hand in hand with the RE and global service delivery. Demonstrates a deep understanding of all products and services provided to a client.
Determines critical decisions about servicing, and leads in developing the strategic direction for the client relationship. Highlights opportunities for improvement and recommends enhancements to the operating model.
Works through multiple operational and administrative client issues at varying levels of complexity.
Examples include billing inquiries, BAC documentation, assisting in contract negotiations, and other documentation-related matters.
Monitors Service Delivery performance to ensure we are meeting service commitments (SLAs, Dashboards, etc.) and ensures extensive oversight of legal/compliance and risk responsibilities are accounted for.
Partners with the sales organisation at the onset of a potential or new relationship to understand the unique needs and requirements of the prospective client. Leads the client through the onboarding process.
Partners with the Implementation teams to develop a highly customised process designed to successfully launch a multiple product business relationship.
Maintains full understanding of client business profile, including monitoring changes in structure, personnel, products and services, etc. to ensure client is in compliance with acceptable risk profile and supports the RE and BE in designing and proposing solutions to facilitate new business development efforts.
Requirements / Qualifications:
Bachelor degree with relevant work experience preferred.
Financial Services experience with a particular client type or product (Hedge, Pension, etc.) preferred as is prior experience in Relationship
Management, Client Services or Account Management.
Applicable local/regional licenses or certifications as required by the business.