Client Services Manager

Understanding of BoardRoom’s capabilities and service and effectively communicates all offerings to the client.The ability to confidently learn and utilize the internal registry system, Sreg, to effectively manage and control the client registers.Manage portfolio of clients as assigned by Manager.Develop an in-depth knowledge of your portfolio of clients, their organizations and key contacts.Read and understand the PDS and create & maintain the Business Rules for each fund.Work closely with the Operations team to better enhance the client's experience.Regularly meet with your portfolio of clients in person reviewing their register, services and any investor projects.The ability to professionally liaise with Clients and respond to queries in a timely and accurate manner per agreed Service Level Agreements (SLAs), exceed client's expectations Senior Manager, Client Services, Fund Solutions.Ensuring all client registry reports are carried out in a timely and accurate manner per agreed Service Level Agreements (SLAs).Effective and accurate co-ordination and communication associated with client and investor reporting.Project manage and execute where required.Provide accurate and up to date fund information on Confluence for the business.Ensure team compliance with Boardroom’s policies, procedures and audit processes.Identify, recommend and collaborate with the, Unlisted Services for training gaps, improvements to processes and team development.Provide support, training, guidance and back up to other team members as required.Work closely with other team members to ensure all daily deadlines are met.Working cohesively with other divisions- includes payments, registry, meetings, call center, IT, risk and compliance.To ensure communication from your department to other departments is maintained at a standard to ensure all stakeholders are briefed in relation to your department’s activities.All incidents and complaints with impact to clients, investors and/or BoardRoom to be promptly logged into CAMMS portal. Incidents and Complaints to be logged within 24 hours of detection.All incidents and complaints to be investigated and closed out promptly upon being raised by staff members. Incidents and Complaints to be investigated (and CAMMS updated) within 48 hours of being raised and closed out within 1 week.Inform superior of issues impacting clients immediately.Complete actions and follow up on actions outlined as part of client retention tiers and strategies.
RequirementsAccount Manager and/or Operational experience in funds management, registries or the financial services sector.Ability to service a client in all aspects of their products and services.