Client Service Manager

Transfer Agency – Vice President

Location: Guernsey, Channel Islands

Department: Fund Administration

Employment Type: Permanent, Full Time

Role & Key Responsibilities

• Ensure the efficient running of your section, aligning all output with company procedures and dealing with/facilitating all client requests while meeting SLAs.
• Work with the local Head of Transfer Agency to facilitate improvements across the team.
• Provide leadership across the local client book.
• Manage and allocate client service tasks to delivery teams.
• Ensure tasks are planned and executed accurately, on time and to a high quality.
• Ensure errors are captured, communicated and reviewed for improvement opportunities.
• Review time recording and billing for accuracy.
• Monitor and actively follow up for timely collection of Apex Fees.
• Continuously evaluate service performance to support SLA reporting to clients.
• Proactively engage with Senior Management regarding required resources to meet delivery expectations.
• Prepare supporting rationale for additional resources 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.
• Authorised Signatory.
• Work closely with the outsourcing responsible individual to ensure Centre of Excellence oversight and feed into client‑specific outsourcing reviews.
• Develop People Review, recommend and implement agreed changes to business procedures to confirm best practice across all groups.
• Act as line manager, ensuring staff have individual development plans and hold regular one‑to‑one meetings.
• Provide coaching to junior staff to achieve superlative team deliveries.

Technical Skills

• Sound knowledge of fund administration operationally and from a regulatory perspective, with the ability to apply relevant regulations and rules associated with Apex’s business activities.
• Understand and execute delegated elements of the client onboarding process.
• Maintain quality and control of processes, meeting deadlines.
• Assist with the smooth running of the Investment, Call and Distribution process.
• Attend internal meetings organized with relevant personnel to establish required tasks and deadlines.
• Ensure client requests are responded to or delegated to the relevant team in a timely fashion.
• Maintain ongoing review and updating of procedures, ensuring consistency across the client base.
• Ensure compliance monitoring of the Funds is adhered to by less experienced administrative staff at all times.

Skills Required

• At least 5 years working with a financial institution, preferably within private equity.
• Strong leadership skills and the ability to mentor and coach team members.
• Understanding of fund structures and the fund administration business.
• Ability to work in a demanding environment and adapt to changing priorities.
• Creative thinking and delivery of pragmatic solutions.
• Integrity, good communication and discretion.
• A confident manner and ability to communicate with clients effectively.
• Strong IT skills and general knowledge of banking systems.

Target Vocational Qualifications

• ACCA, ACA, ICSA or similar.