Role details

VP - Client Service Manager, Investment Outsourcing

Chicago   •  Permanent

Bullet points

  • Leading global asset management firm
  • Prior experience managing back/middle office teams required

About Our Client

Our client is a leading global asset management firm located in the downtown Chicago loop.

Job Description

  • Recruit, train, mentor and develop managers and employees.
  • Define performance standards, conduct performance reviews and handle salary administration for individuals and Managers.
  • Provide management, leadership and guidance to staff, creates an environment that encourages employee engagement, teamwork, and communication.
  • Develop staffing and succession plans.
  • Proactively prepare to ensure an effective onboarding experience for new Partners and Managers.
  • Oversee the delivery of IOO middle office services.
  • Create and negotiate the Service Level Agreements (SLAs), measure service delivery against SLAs, take corrective actions where needed to address service deficiencies.
  • Generate, interpret and action Management Information Statistics (MIS) metrics; monitor key metrics for trends and act accordingly.
  • Create, document, maintain and improve process flows, operating procedures and controls.
  • Champion, sponsor and/or participant on business and technology enhancement initiatives.
  • Ensure appropriate operational controls in order to manage and mitigate risk
  • Research, analyze and resolve complex client inquiries.
  • Perform cost benefit and impact analysis related to new client service requests.
  • Build working relationships with clients.
  • Responsible for the delivery and continuous enhancement of IOO middle office operations and client services.
  • Serve as a point of escalation, maintain and monitor issues log, chair weekly / bi-weekly issues meetings and work to promptly resolve client servicing issues.
  • Responsible for creating and reporting on client satisfaction.
  • Schedule and conduct Quarterly Service Reviews, Due Diligence meetings, and other client meetings as required.
  • Responsible for creating and executing a Client Service Team Operating & Action Plan that seeks to improve service quality, operating efficiency and team effectiveness.
  • Build relationships with Relationship Managers (RMs), Shared Service Managers and support groups.
  • Responsible for obtaining in-depth knowledge and understanding of IOO products and services and how they are manufactured and delivered.
  • Ensure internal and client issues are communicated and escalated in a timely manner.
  • Facilitate the Shared Services Engagement model, responsible for coordinating shared service delivery across servicing teams.

The Successful Applicant

  • A college or university degree and/or 7-15+ years of relevant work experience
  • 5+ years of prior management experience
  • Prior Financial Industry Operations, Asset Management and/or Investment Operations experience
  • Previous client management and client service experience in a service oriented environment
  • Extensive technical knowledge of financial services, asset management and investment operations
  • Excellent oral and written communication skills
  • Leadership and organizational skills to develop periodic goals and to manage and motivate team members towards achieving the goals set
  • Analytical and problem solving skills
  • Highly flexible and adaptable to change
  • Demonstrated success in coaching and developing individuals at multiple levels in an organization

What's on Offer

Competitive Base Salary + Bonus + Excellent Benefits

Apply for this job

Click the Apply or LinkedIn button below or contact Damon See quoting job reference 1218913
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