Client 360 Lead

Company: MUFG Investor Services
Location: Hybrid (as indicated by #LI-Hybrid tag)

About MUFG Investor Services

MUFG Investor Services provides asset servicing solutions to the global investment management industry. Leveraging the financial strength of MUFG, one of the world's largest banks, we offer fund administration, middle-office outsourcing, custody, foreign exchange, trustee services, depository, securities lending, and other banking services. We foster challenging and rewarding careers through continuous learning, collaboration, work-life integration, and diverse work experiences in a global network of offices.

Imagine growing professionally in a diverse, inclusive workplace that rewards your contributions.

Job Description

In today's asset servicing environment, clients expect providers to be trusted advisors and partners, not just administrators. This role is crucial for cultivating a client-centric culture, focusing on client satisfaction through an enhanced service model. The Client 360 Lead will coordinate alignment across operations, mitigate risk, participate in global projects to standardize and enhance our target operating model, implement client satisfaction monitoring, and strengthen client relationships.

Key Responsibilities

• Client Relationship Management: Build strong relationships with client decision-makers and operational teams. Develop and execute tailored client account plans, ensuring high client satisfaction and retention. Serve as the primary escalation and engagement point for client issues.
• Client Service Management: Manage SLA implementation and compliance, proactively address risks and issues, resolve operational challenges, and drive service improvements.
• Oversee Client KPI reporting, host monthly/quarterly service calls, determine and report client RAG status, and escalate internally as needed.
• New Business Management: Identify and close cross-sell opportunities, support RFPs and business development. Oversee new fund and service onboarding, ensuring a quality client experience.
• Client Profitability Management: Analyze and drive actions to improve business margins, own commercial discussions, and drive workforce planning. Monitor client billing and remediate KPI breaches.
• Client Change Management: Evaluate client requests, ensure due process, triage and prioritize development/implementation with appropriate cost management.
• Risk Management: Ensure proactive incident resolution and timely implementation of corrective actions.
• Client Reporting Management: Coordinate Board Reporting, distribution, presentation, and facilitate client due diligence (DDQs).
• Contribute to global initiatives aimed at enhancing client experience and operational efficiency, and perform other ad-hoc tasks.

Qualifications

• Third Level Qualification (degree or higher) in a relevant field.
• Demonstrable experience in the fund administration or asset management industry, with proven experience managing client relationships, providing high-quality service, and understanding client needs (experience with other administrators, investment managers, or fund auditors is relevant).
• Demonstrated leadership ability and experience effectively managing a team of accounting professionals.
• Excellent business acumen with a strong understanding of the fund administration business and its drivers of profitability and success.
• Exceptional client service skills, with the ability to satisfy complex and demanding client requirements while safeguarding organizational interests.
• Strong computer skills, particularly in Microsoft Office products.
• In-depth understanding of the fund administration industry, including fund structures, fee calculations, financial instruments, and fund offering documentation.
• High level of problem-solving and innovative thinking.
• Experience with fund administration software (e.g., Geneva, Investran, Yardi, Mantra) is beneficial but not required.

Additional Information

MUFG Investor Services offers an attractive compensation package including base salary, group medical insurance, group pension scheme, reimbursement of professional subscriptions, paid holidays, and assistance towards gym memberships. We are proud of our approach to Hybrid Working, enabling flexibility while staying connected.

We thank all candidates for applying; however, only those proceeding to the interview stage will be contacted. Please advise of any accommodations needed for a fair and equitable recruitment process. All accommodation information will be treated as confidential.

MUFG is an equal opportunity employer.