Director, Client Servicing (Fund Administration)

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MUFG Investor Services seeks a Director, Client Servicing to lead client relationships and service delivery for fund administration from Sydney. You will own client relationship management, SLA governance, KPI reporting, onboarding and cross-sell opportunities, client profitability discussions, change management, risk mitigation, and client reporting, plus involvement in global initiatives to enhance the client experience. The ideal candidate holds a bachelor’s degree and demonstrable fund administration or asset management experience, with proven leadership and a track record of exceptional client service. To apply, quantify outcomes in SLAs, onboarding, margin management, and stakeholder engagement, and show alignment with MUFG’s growth mindset and the Sydney onsite requirement.

Company Description

About MUFG Investor Services:

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

MUFG Investor Services is a trusted partner to many of the world’s largest public and private funds, providing asset servicing and operational solutions built for alternatives. With over $1 trillion in client assets under administration, we offer fund administration, banking, payments, fund financing, foreign exchange overlay, corporate and regulatory services, custody, business consulting, and more. Operating from 17 locations worldwide, we help clients mitigate risk, enhance efficiency, and navigate the operational complexities of today’s investment management landscape. As a division of Mitsubishi UFJ Financial Group (MUFG), one of the world’s largest financial institutions with approximately $3 trillion in assets, we combine deep expertise with the strength and stability of a leading financial institution. To learn more, visit us at www.mufg-investorservices.com.

Job Description

• 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.

Qualifications

• Bachelor's degree in business administration, marketing, communications, or related field preferred.
• Demonstrable 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.
• Demonstrate leadership and the ability to effectively manage a team of accounting professionals.
• Excellent business acumen through a strong understanding of the fund administration business and the drivers of profitability and success.
• Exceptional client service and the ability to satisfy the requirements of a complex and demanding client base. The ability to service these clients while maintaining the interests and health of the organization is critical.

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.  

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.