Transfer Agency Investor Relations Manager - Alts

at  Brown Brothers Harriman

At BBH we value diverse backgrounds, so if your experience looks a little different from what we’ve outlined and you think you can bring value to the role, we will still welcome your application!
What You Can Expect At BBH:
If you join BBH you will find a collaborative environment that enables you to step outside your role to add value wherever you can. You will have direct access to clients, information and experts across all business areas around the world. BBH will provide you with opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm. We encourage a culture of inclusion that values each employee’s unique perspective. We provide a high-quality benefits program emphasizing good health, financial security, and peace of mind. Ultimately we want you to have rewarding work with the flexibility to enjoy personal and family experiences at every career stage. Our BBH Cares program offers volunteer opportunities to give back to your community and help transform the lives of others.
Alternative’s - Investor Relations Manager
In your role as the Alternative’s Investor Relationship Manager you will be responsible for day to day management of key Transfer Agent client relationships and provide an escalation point for service issues, as well as producing various internal and client reports on an ongoing basis. You will be evaluated on your ability to perform these functions in a controlled and efficient manner while maintaining high client satisfaction. Achieving this will require leadership, initiative, creativity, strong communication skills, management skills including delegation and the ability to instill enthusiasm and commitment among team members.

Client Relationship:

• Ensure a high level of client engagement and satisfaction.
• Work with and assist the TA Operations Management and TA Product to establish and document service standards and procedures for TA clients.
• Assist in the creation, maintenance and publication TA Operational Guides for all clients,
• Remain knowledgeable of changing industry initiatives (attend to presentations, work sessions & personal effort) and educate clients continually through presentations.
• Establish solid contacts with all areas and all levels at clients’ organizations as well as inter departmental.
• Discuss with the TA Management any client related issues requiring escalation,
• Provide guidelines to Clients on BBH TA policies and procedures,
• Proactively manage TA client relations.
• Constantly monitor agreed Service Levels against TA KPI’s and highlight any potential degradation of the TA services,
• Actively participate at regular and ad-hoc client service review meetings and calls
• Co-ordinate and ensure timely, accurate and complete set-up of new funds and share classes,
• Co-ordinate activities across various locations for clients that operate under the Global TA Service Model
• Responsible for directing team members within the department with the objective to achieve overall high client satisfaction,
• Supervising the Shareholder Service Team as key contact for client/investor or inter-departmental queries arising

Staff Supervision:

• Building a high performing team.
• Conduct annual performance appraisals and provide regular feedback based on goals for direct reports,
• Participate in the interview and selection process for job applicants where appropriate
• Organize and perform training of staff and client specific requirements as well as cross training to develop depth and breadth of knowledge
• Ensure adequate staffing levels are in place, to meet both daily and future business requirements
• Manage resources for example, ensure a weekly shift rota is in place to cover the various tasks and skill set of the team members
• Provide mentoring, assistance, guidance and support to Supervisors and other staff
• Ensure regular team meetings are held and views and feedback is encouraged and sought from all attendees
• Minimize overtime and to implement additional efficiencies as automation projects are completed
• Responsible for managing the team’s expense.

Improve Efficiency:

• Centralize, review and reorganize reporting process for a maximum efficiency.
• Responsible for reviewing client Service Levels and ensuring that any new services required are captured and if appropriate highlighted to TA Management
• Work closely with the CSM community to ensure maximum efficiency in all Client Service efforts

Key Competencies Required

• Communicates Effectively
• Demonstrates Respect and Values Diversity of Ideas
• Exhibits Sound Judgement and Solves Problems
• Fosters Team Spirit
• Is Adaptable
• Manages Performance
• Manages Resources
• Strong understanding of TA processes and procedures
• Strong degree of accuracy and ability to adhere to deadlines

Key Technical / Functional Knowledge, Skills, Experience, & Capabilities Required

• Minimum of 6 years Client Services experience in a Transfer Agency environment with a strong understanding of the Alternative market
• Minimum of 3 years Management experience
• Experience in planning, initiating and following through to meet objectives
• Experience in building high performing teams
• Ability to coordinate across department to meet client needs
• Ability to identify, recommend and implement solutions
• Fluency in English is mandatory

Please refer the Job description for details