Client Administration Manager

About the Role

The Client Administration Manager is a self-motivated and solutions-oriented manager with a sense of ownership and accountability.  The role requires strong problem solving and tracking skills, and the ability to self-report errors.  The Client Administration Manager is a critical thinker who is confident working independently, asking questions and raising issues with teammates and internal firm partners.  Additionally, the ideal candidate will possess highly effective writing and interpersonal skills with the ability to communicate appropriately in different situations with different audiences, at all levels within the firm.  Lastly, the Client Administration Manager must display calm enthusiasm in the face of often repetitive tasks/situations.

About the Team

The Client Administration Management team is an independent working group within Institutional Services developed to monitor and track processes that have been subject to errors. Members of the team strive to be unbiased and diligently consistent in the application of both documented procedures developed by the firm and specifically developed by the team to protect the firm while supporting client goals and expectations. The goal is to help handle and control risk to ensure the firm’s best-in-class service shines through.

Job Responsibilities

Client Service

• Key support for Relationship Managers to enable them to focus on their primary mission of delivering of outstanding client service
• Serve as the administrative contact for large and/or sophisticated relationships to consistently increase the effectiveness and efficiency of the firm in meeting the needs of its clients
• Develop constructive relationships with each assigned client encouraging open communication and efficient response to all client administrative requirements
• Understand the assigned client requirements for assigned accounts and develop processes (if needed) to ensure these requirements are consistently met; provide feedback when they are not
• Responsible for monitoring other teams to ensure all contractually required services are delivered to the assigned clients in a timely manner
• Ongoing triage of client demands which includes setting priorities, delegating responsibilities and being responsible for their completion
• Attend client meetings/conference calls as needed
• Proactively develop ways to streamline existing client-related processes, seeking new technology solutions wherever possible

Investment

• Work closely with the internal teams to support timely responses to client informational requests as needed.
• Coordinate review of guideline amendments and other issues arising for existing mandates by Legal, Compliance and the portfolio management teams
• Run transition events for existing client accounts which can include mandate changes and asset transfers in kind out of the portfolio

Business Management

• Build and manage relationships with key business partners across the organization to cultivate open, reliable communication to help resolve sophisticated issues without judgment
• Act as the primary client liaison with numerous internal departments, including Legal, Compliance, Client Intake, Portfolio Administration, Relationship Management and Technology, in order to facilitate smooth internal and external management of client deliverables
• Partner with Technology to improve both internal project tracking and external client reporting and on-line capabilities

Qualifications & Education Requirements

• Methodical working style, acute attention to detail
• A powerful work ethic, self-starter, curiosity, client-first focus
• Ability to handle several tasks often with opposing deadlines simultaneously – very deadline-oriented environment
• A great teammate— work collaboratively with your peers in a tightknit group, displaying an interest and ability to assist when needed– monitoring team workflow is key to the team’s success – we cover each other all the time
• A bachelor’s degree and 5+ years’ experience in the investment industry with at least 2 years’ experience working with client-related interaction and responsibilities at an asset management company
• Preference for working with legal documentation, having worked in client service in the finance industry
• Familiarity with fixed income and equity securities and compliance procedures is useful