Director, Client 360

Toronto - Canada

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

In the current asset servicing environment clients are looking for service providers to not only provide core administration services but also act as trusted advisors and partners. The role is to create a client centric culture within the company. Focusing on Client satisfaction by ensuring an enhanced service model is delivered to clients.

Client 360 Lead will help coordinate alignment across operations teams help mitigate risk participate in global projects to standardize and enhance our target operating model implement client satisfaction monitoring and strengthen relationships with our clients.

Client Relationship Management: Build strong relationships with client decision-makers and operational teams. Develop and execute tailored client account plans and maintain a high level of client satisfaction and retention. Serve as the primary escalation and engagement point for client issues and queries.
Client Service Management: Manage SLA implementation and compliance proactively address risks and issues help to resolve operational challenges and drive service improvements.
Oversee Client KPI reporting host monthly/quarterly service calls. Determine and report client RAG status escalating internally when needed.
New Business Management: Identify and close cross-sell opportunities support RFPs and business development. Oversee new funds and service onboarding working with the client onboarding team and operations to ensure quality client experience.
Client Profitability Management: Analyze and drive actions to improve margin across the business own commercial discussions drive workforce planning and alignment with target operating models. Monitor client billing and ensure any KPI breaches are remediated.
Client Change Management: Evaluate client requests and ensure due process is followed triage and prioritize development and implementation with appropriate cost management as applicable.
Risk Management: Ensure incidents are proactively resolved and that corrective actions are implemented timely to prevent recurrence.
Client Reporting Management: Board Reporting co-ordination distribution and presentation and facilitate client due diligence (DDQs) requests.
Contribute to global initiatives aimed at enhancing client experience and operational efficiency and other ad-hoc tasks as assigned with the team.

Qualifications :

Bachelors degree in business administration marketing communications or related field preferred.
At least 10 years experience working in the fund administration or asset management industry with experience managing client relationships. Providing high quality service and understanding client needs. This can include other administrators investment managers or fund auditors.

Additional Information :

Whats in it for you to join MUFG Investor Services

Take a look at our careers site and youll find everything youd expect from a career with the fastest-growing business at one of the worlds largest financial groups. Now take another look. Because its how we defy expectations that really defines us. Youll feel that difference in all kinds of ways. Our vibrant CULTURE. Connected team. Love of innovation laser client focus and next-level LEARNING & DEVELOPMENT. Oh and we really walk the talk when it comes to HYBRID WORKING.

So why settle for the ordinary Apply now for a Brilliantly Different career.

At MUFG Investor Services we use Artificial Intelligence (AI) tools to help identify skills and experience that align with role requirements. All AI recommendations are reviewed by our recruitment team before any decisions are made.

This is a newly created position.

We thank all candidates for applying; however only those proceeding to the interview stage will be contacted.

We are an equal opportunity employer.

Remote Work :

Employment Type :

Full-time

Client Relationship Management: Build strong relationships with client decision-makers and operational teams. Develop and execute tailored client account plans and maintain a high level of client satisfaction and retention. Serve as the primary escalation and engagement point for client issues and queries.
Client Service Management: Manage SLA implementation and compliance proactively address risks and issues help to resolve operational challenges and drive service improvements.
Oversee Client KPI reporting host monthly/quarterly service calls. Determine and report client RAG status escalating internally when needed.
New Business Management: Identify and close cross-sell opportunities support RFPs and business development. Oversee new funds and service onboarding working with the client onboarding team and operations to ensure quality client experience.
Client Profitability Management: Analyze and drive actions to improve margin across the business own commercial discussions drive workforce planning and alignment with target operating models. Monitor client billing and ensure any KPI breaches are remediated.
Client Change Management: Evaluate client requests and ensure due process is followed triage and prioritize development and implementation with appropriate cost management as applicable.
Risk Management: Ensure incidents are proactively resolved and that corrective actions are implemented timely to prevent recurrence.
Client Reporting Management: Board Reporting co-ordination distribution and presentation and facilitate client due diligence (DDQs) requests.
Contribute to global initiatives aimed at enhancing client experience and operational efficiency and other ad-hoc tasks as assigned with the team.

Qualifications :

Bachelors degree in business administration marketing communications or related field preferred.
At least 10 years experience working in the fund administration or asset management industry with experience managing client relationships. Providing high quality service and understanding client needs. This can include other administrators investment managers or fund auditors.

Additional Information :

Whats in it for you to join MUFG Investor Services

So why settle for the ordinary Apply now for a Brilliantly Different career.

This is a newly created position.

We thank all candidates for applying; however only those proceeding to the interview stage will be contacted.

We are an equal opportunity employer.

Remote Work :

Employment Type :

Full-time

Key Skills

Customer Service
Client Expectations
Client Requirements
Client Support
Action Plans
Issue Resolution
Account Management
Client Relationships
Service Delivery
Client Service
Client Satisfaction
Client Management
Procedures
Service Level Agreements
New Clients

Apply Now

About Company

MUFG Investor Services

Were more than just fund administration. Our offerings include a scope of solutions not historically provided by asset servicing companies. From fund financing to subscription lines of credit, securities lending, foreign exchange (FX) services, consulting services and beyond, we help ... View more

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