Senior Associate Director, Client 360

Company Description

Experience something Brilliantly Different with a career at MUFG Investor Services.

Who are we? In a nutshell, MUFG Investor Services is part of the Mitsubishi UFJ Financial Group, and we partner with over 480 loyal global investment firms to provide them with administration, asset services, banking and fund financing.

We’re in 14 global locations and provide an exceptional hub of Brilliantly Different talent to thrive.

#LI-Hybrid

Job Description

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.

#LI-Hybrid

Qualifications

You Have:

• Bachelor's degree in business administration, marketing, communications, or related field preferred.
• At least 7 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

What’s in it for you to join MUFG Investor Services?

Take a look at our careers site and you’ll find everything you’d expect from a career with the fastest-growing business at one of the world’s largest financial groups. Now take another look. Because it’s how we defy expectations that really defines us. You’ll 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.

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