TRANSFER AGENCY CONSULTANT (CLIENT SERVICES)

at  SkillFinder International

REQUIREMENTS

• A degree in a relevant discipline and experience in a client-facing role within financial services or banking.
• Experience in Transfer Agency operations is preferred; fund accounting, fund administration, or banking experience will also be considered.
• Previous experience with people management and change management is desirable (this is an individual contributor role).
• Proven ability to build and maintain strong client relationships.
• Industry and regulatory knowledge related to Transfer Agency are strongly preferred.
• Strong verbal reasoning and numerical skills.
• Proficiency with systems used in the business and good keyboard skills.
• Ability to manage complex issues and meet challenging deadlines under pressure.
• Strong planning, organization, and problem-solving skills.
• Flexible approach to work and ability to work independently.
• Strong relationship-building skills with key internal and external stakeholders:
• Internal Stakeholders: Head of Operations, Head of Client Services, Relationship Managers, Client Service Delivery Managers, and outsourced locations.
• External Stakeholders: Clients, Independent Boards, and Regulators, including the Central Bank of Ireland (CBoI).

ROLE

Reporting to the Client Services Team Manager in Ireland, this role involves managing multiple Tier 1 clients and ensuring all aspects of the service align with the Client Service Level Description (SLD) for Transfer Agency.
The department provides third-party fund administration services to various fund management companies, covering the full range of shareholder servicing functions, including dealing, registration, settlements, distributions, commissions, and statements.
Location: Dublin or Limerick (3 days onsite)
Duration: 6 Months Rolling
Rate: Up to 40 Euros an hour

RESPONSIBILITIES

• Oversee the day-to-day delivery of Transfer Agency services for assigned clients, coordinating work, communication, and issue resolution activities with operational teams.
• Ensure timely and accurate delivery of all client deliverables, adhering to agreed targets and deadlines.
• Maintain and enhance client service levels by providing timely and accurate information and outputs.
• Serve as the main point of contact for clients and internal stakeholders.
• Offer technical expertise for the development of new Transfer Agency products and collaborate with clients on SLD creation for new product implementations.
• Lead or participate in client due diligence visits.
• Ensure monthly reporting, including KPI calculations and reporting pack reviews, is completed accurately and on time.
• Review and approve incident reports before release and maintain an updated daily client incident log.
• Collaborate with internal teams to assess and implement changes required by new regulations, ensuring compliance with all current requirements.
• Maintain and update operating procedures to enhance client experience and service quality.
• Address and resolve client issues through regular liaison with Relationship Managers, operational teams, and other departments to provide seamless service.
• Manage Service Level Agreements (SLAs), client-facing documentation, and presentations.
• Consult with clients to identify operational efficiencies, process improvements, and cost reduction opportunities.
• Act as a primary escalation point for operational and service issues, ensuring prompt and professional resolution.
• Respond to client inquiries via phone, email, or workflow systems promptly and accurately.
• Perform trend analyses, document issues and resolutions, and escalate concerns to management as required.
• Lead and manage projects for key clients, coordinating all interactions with clients or their representatives.
• Deliver Priority Client Discussions within agreed timelines.
• Perform client-specific reporting testing and support the client onboarding process.
• Provide leadership and foster a collaborative, client-focused team environment.