Client Service Manager

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services.

With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.

Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game.

And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

• For our business, for clients, and for you
• Transfer Agency–Vice President
• Role
• Department: Fund Administration

The Role & Key Responsibilities

As a Client Service Manager in the Transfer Agency Team, you will be responsible for ensuring the efficient running of your section, making sure that all of your sections output is in line with the Company’s procedures as well as dealing with/facilitating all client requests for output whilst meeting the Company’s SLAs.

You will also be responsible for working with the local Head of Transfer Agency to facilitate improvements across the Transfer Agency team, through the constant evolution of processes and procedures.

• Operations
• Provide leadership to Transfer Agency across local client book.
• Management and allocation of client service tasks to service delivery teams.
• Ensure Transfer Agency tasks are planned and executed accurately, on time and to a high quality.
• Ensure that errors are captured, communicated and reviewed for improvement opportunity.
• Review the time recording and billing to ensure accuracy.
• Monitor and actively follow up for the timely collection of Apex Fees.
• Ensure continuous evaluation of service performance to support SLA reporting to clients.
• Proactively engage with Senior Management regarding the required resource to sufficiently service delivery expectations, both locally and in centres of excellence.

Prepare supporting rationale for any additional resource as required.

Liaise with Senior Management for alignment with resource plan and Target Operating Model.

• Work closely with the Senior Team to achieve all service delivery objectives whether internal or external.
• Authorised Signatory.
• Work closely with the outsourcing responsible individual to ensure Centre of Excellence oversight including feeding into client specific outsourcing reviews.
• Development of People
• Review, recommend and implement agreed changes to business procedures seeking to confirm best practice across all Groups.
• Act as line manager.
• Ensure that all staff have individual development plans and hold regular one to one meetings.
• To specifically provide the necessary coaching to more junior staff to ensure that team deliveries are at the superlative level.
• To truly foster the spirit of teamwork and client service excellence across the brief.
• Technical
• A sound knowledge of fund administration both operationally and from a regulatory perspective with an ability to apply the relevant regulations and rules associated with Apex’s business activities.
• Understand and execute delegated elements of the client onboarding processes.
• Maintain quality and control of processes and meet deadlines.
• Assist with the smooth running of the Investment, and Call and Distribution process.
• Attend internal meetings organised with relevant personnel to establish the required tasks and deadlines to be undertaken internally, once investment recommendations have been received.
• Assist with ensuring all client requests are responded to or delegated to the relevant team in a timely fashion.
• Assist with maintaining on-going review and updating of procedures for the team, maintaining consistency across client base.
• Ensure the compliance monitoring of the Funds are adhered to by less experienced administrative staff at all times.

Skills Required

• Have at least 5 years working with a financial institution, preferable within P. E.
• Strong leadership skills and the ability to mentor and coach team.
• Have an understanding of fund structures and the fund administration business.
• Ability to work in a demanding environment and adapt to changing priorities.
• Think creatively and deliver pragmatic solutions.
• Possess personal qualities of integrity, good communication and discretion.
• A confident manner and the ability to communicate with clients effectively.
• Strong IT skills.
• General knowledge of banking systems.
• Target Vocational Qualifications – ACCA, ACA, ICSA or similar

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position.

Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

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