Director of Client Service

A senior role within the CSC Fund Services Business Unit. The London based UK Funds team delivers fund and corporate administration services, regulated AIFMD, Depositary and UK Operator services to a portfolio of alternative investment fund managers and institutional investors. The team is relatively small, but with an exciting growth opportunity, making it key to CSC’s European funds strategy. As such, this is a strategic team development role with an important element of business development; both for the London office and wider CSC group, via local and outbound cross sell opportunities.

Key Requirements of the Role

• Drive the development, implementation and performance of the Funds Business Unit strategy in the UK, which includes People, Clients, Growth, Efficiency and Compliance pillars.
• Lead and be accountable for budgeting, forecasting and financial performance for the UK funds team.
• Develop and grow the UK team based in London and India to ensure the optimal team structure for the current and forecast book of business, ensuring CSC’s margins are protected and improved.
• Grow awareness of CSC’s brand and reputation in the UK through attendance at conferences, thought leadership articles and speaker/panel positions.
• Contribute to the development, implementation and performance of the risk management strategy, policies & procedures for CSC in the UK, having specific regard for the Funds Business Unit.

Client Care

• Grow the business by leading the UK team (in London and India), ensuring it is collegiate and high performing; and through proactive management and development of key client relationships, contribution to cross-selling opportunities, and through the development and execution of specific marketing and sales activities.
• Ensure each key client has a development plan, that regular client meetings are held to ensure smooth operations and exceptional client service – and that Client Satisfaction Scores continue to improve incrementally.
• Proactively and collaboratively support other Funds Business Unit leaders to ensure client service consistency, cross-selling and execution/implementation of the Global Funds Strategy and Target Operating Model.

People & Team

• Lead the UK team based in London and India ensuring it has the optimal team structure and is collegiate and high performing.
• Demonstrate effective leadership and management in accordance with CSC’s core values and Customer Promise.
• Drive personal development using all the resources available at CSC to achieve success and your management and leadership skills.
• Ensure the team follows policies and procedures which are compliant with current laws and regulations.
• Ensure the UK team is aware of CSC products and is able to identify upsell opportunities.

Financials

• Consult with the regional head to develop a coherent business plan and budget which reflects and anticipates the delivery of the Global Funds Business Unit’s strategic goals, budgets and business plans.
• Lead the annual budget and quarterly forecasting cycle for the UK, ensuring revenue, margin, billing and cash collection targets are agreed and met.
• Feed into CSC’s Five-year Plan cycle as required.

Regulatory

The post holder will be a Senior Manager requiring pre-approval from the FCA. SMF3 – Executive Director following probation. The post holder will not be a Certified Person.

Skills & Expertise

• A proven team leader able to foster an ethos of collaboration, outstanding client service and commerciality.
• An effective communicator, with well-developed interpersonal skills, able to foster trust and understanding with team members and clients.
• The ability to identify issues and understand clients’ pain points, strategically developing solutions to ensure stability and growth with clients and team members.
• Demonstrated ability to grow a funds or similar business organically through business development and nurturing clients.
• Deep knowledge of fund structures, fund accounting, company secretarial and transfer agency operations.
• Detailed understanding of depositary, AIFM and UK Operator operations.
• Broad understanding of the wide range of products offered by CSC globally.
• Relevant industry experience in the alternative investments industry, with specific knowledge of private equity, venture capital, private credit and real estate.