A Client Service Principal is sought to manage and strengthen client relationships by delivering exceptional service and proactive communication. This role serves as a liaison between clients and internal teams, ensuring client satisfaction, retention, and operational efficiency. The position will act as a point of escalation for investment teams managing client portfolios while contributing to the development of operational processes and procedures.
Responsibilities
Supervise staff handling daily operations for client portfolios.
Ensure the accuracy and timeliness of client deliverables, including reports, statements, and reconciliations.
Enforce compliance with operational procedures and standards.
Provide mentorship and coaching to junior team members.
Conduct performance evaluations for assigned mentees.
Serve as an escalation point for operational inquiries from client teams.
Deliver a client-focused approach, ensuring best-in-class service.
Address client inquiries, issues, and concerns promptly.
Identify opportunities to improve the client experience proactively.
Oversee and ensure accuracy in portfolio actions and investment execution.
Approve wire transfers, execution instructions, and alternative investment documents prepared by junior staff.
Collaborate with internal teams, such as Compliance and Legal, to manage client relationships effectively.
Act as a client advocate during internal discussions to ensure their interests are prioritized.
Work with internal teams to deliver seamless client service.
Recommend and implement improvements to client service processes.
Collaborate on process improvement initiatives across teams.
Support strategic and tactical projects related to client service systems.
Ensure adherence to information security policies and raise concerns as needed.
Identify and mitigate risks related to client accounts and operational processes.
Collaborate with global operations to enhance risk controls based on industry standards and regulatory updates.
Qualifications
The ideal candidate will have a strong focus on detail, organizational skills, and problem-solving capabilities, combined with the ability to perform in a fast-paced environment.
Minimum 8 years of experience in investment operations or financial services, with at least 5 years in client service.
Experience working with OCIO clients or high-net-worth individuals is preferred.
Prior supervisory or management experience.
Proven ability to manage multiple priorities effectively.
Strong analytical, organizational, and communication skills.
Proficiency in financial analysis tools, CRM systems, and MS Office Suite.
Demonstrated leadership and interpersonal skills.
Commitment to professionalism, integrity, and a collaborative team approach.