Position Purpose
The Middle Office Client Account Manager works closely with
internal functional teams as well as external vendors to ensure client
operational services are performed according to our client agreements as well
as ensuring our outsourcing requirements at actively monitored and meet the
local regulatory standards.
The primary responsibility is to ensure that the client
experience is elevated through the efforts of the individual, the team and
through the effective oversight of processing hubs.
Direct Responsibilities
Core functions:
- Acting as an escalation
point of contact for clients / fund managers who use our Middle office
services. Attend regular Client Service Review meetings. - Logging and monitoring
of Client operational queries in terms of status, prioritizing for
resolution and communicate appropriately to relevant stakeholders,
ensuring expectations are always managed well. - Review root causes of
operational queries, propose and drive implementation of strategic
solution. - Provide support on
queries related to middle office service, operating models, and market
specific knowledge. - Support any new fund
implementation and transitions process related to Middle Office clients. - Review any change
requests that impacts middle office functions, services, and
processes. Provide input on the proposed solution, UAT test cases
and testing support. - Serve as a liaison
between Change Request team and the various middle office teams. - Perform the oversight
duties specific of middle office functions. Manage regular service review
calls with respective processing hubs to drive service excellence and
efficiency. - Collaborating with
Global and local teams to develop and implement continuous improvement
plans.
Procedures:
- Define, update, and
ensure consistency and quality of BPSS Investment Operations Services
procedure. - Facilitate the
completion of procedures and grant follow up of procedures which need to
be revised, amended, or validated. - Demonstrate risk
management excellence and ensure appropriate procedures are adhered and
kept updated. - Ensure Operating
Memorandums, Operating Service Levels and Service Level Agreements for
both internal and external purposes are thoroughly reviewed on a regular
basis.
Key Result Areas:
- Represent Operations on
local/global initiatives and projects. - Deliver excellent levels
of service to stakeholders internally and externally. - Responsible for ensuring
the best client experience. - From time to time, may
be appointed to spearhead project for internal purpose or for a particular
client.
Technical & Behavioral Competencies
- Highly motivated,
self-starter with the ability to work in pressurized environment. - Highly structured and
methodical in execution - Clear articulate and
concise verbal and written communications - Ability to multi-task
and prioritize workloads, strong time management skills. - Results driven with a
strong commitment to completing tasks within deadlines. - Ability to understand
and resolve or de-escalate issues quickly. - Comfortable dealing with
senior stakeholders and management across functions - Strong knowledge of
financial industry with good experience across asset classes - Proven track record in
client facing roles. - Take ownership where
multiple teams are involved and act as a coordinator across functional
teams to ensure smooth and efficient issue resolution. - At least 3 years’
relevant experience