The Opportunity:
In this highly engaging and competitive role, the Associate on the Investment Operations Outsourcing (IOO) Client Service team serves as the first point of contact for the client on day-to-day activities and is responsible for solving complex issues. The Associate is also expected to participate in or lead projects that focus on improving overall service quality to the client.
Through prior industry experience, the Associate should have broad, in-depth knowledge of the investment management industry, middle office operations and is expected to have strong interpersonal skills to work effectively and independently with both internal and external stakeholders.
About Investment Operations Outsourcing:
We offer our Asset Manager clients full middle-office and component solutions for a complex range of products, markets and asset types. We provide end-to-end solutions to service all of our clients’ post-trade needs. Our global, pass-the-book operating model means client portfolio information is seamlessly transferred across regions, time zones, custodians and third parties.
Combined with a single application for aggregating data, analyzing risk and performance, valuing assets and managing reporting, IOO offers a consistent experience that helps balance risk, quality and cost for each of our clients.
IOO’s success is tied not only to the efforts of employees within the department, but also on our effective partnerships with multiple global support teams, including Reconciliations, Corporate Actions, Income, Performance, Derivatives Operations, and Pricing, to name a few.
The Impact: (Primary daily responsibilities)
- Operations Management
- Responsible for providing client service through oversight of daily functions and tasks, including but not limited to: cash processing, custodian reconciliations, front office reconciliations, client reporting, client fee billing, as well as general client inquiries regarding provided data.
- Cross train on all oversight functions as assigned, and serve as back-up for peers as necessary
- Reinforce usage of IOO or client best practices within IOO and its support teams
- Responsible for multiple projects of various complexities
- Able to identify opportunities for process or service quality improvement, while acting as a liaison across the enterprise to drive execution
- Understand and enhance procedures and controls to mitigate operational, financial or reputational risk to the client.
- Client Service Management
- Responsible for understanding client’s business and deliverables
- Responsible for providing timely responses to client and internal stakeholder inquiries with limited manager input
- Drive the engagement of other partners as appropriate to promptly resolve and remediate client inquiries/issues
- Works to become a key subject matter expert on the IOO Operating Model, as well as the end-client’s business
- Assist in the development and rollout of process changes necessary to align with client support needs and/or best practices
- Understand current Service Level Agreements (SLAs) which outlines roles and responsibilities with the client that are directly related to job function(s)
- Relationship Management
- Act as a main point of contact and be accessible to other internal partners and teams supporting the client relationship
- Independently build relationships with internal partners and teams and be able to use collaboration, persuasion or influence skills to solve client issues or improve client service
- Serve as a key subject matter expert and mentor to junior level employees
The Minimum Qualifications:
- 3+ years of relevant work experience supporting Financial Industry Operations, Asset Management and/or Investment Operations clients
- Knowledge of trade lifecycle and the various counterparties within the operating model
- Examples of process efficiencies that have been implemented in prior roles
- Proven, excellent oral and written communication skills
- Demonstrated ability to prioritize and multi-task, and complete work with a sense of urgency that matches the client/issue
- Strong Analytical, attention-to-detail and problem-solving skills
- Moderate Excel (VLOOKUP, Pivot, etc.) and other MS Office application skills
The Ideal Qualifications:
- A college or university degree
- Direct investment management operations experience
- Previous exposure to / experience with business process and/or technology enhancement initiatives
- Experience with PowerBI or other data visualization applications
