Client Account Services Specialist

Do you have a passion for delivering great outcomes for clients? Is problem solving one of your skills?  If you enjoy building and managing client relationships and guiding clients through a smooth onboarding journey, this could be the right role for you. 

As a Client Account Services Specialist within the Client Account Services Team, you will serve as a subject matter expert and perform advanced/complex customer onboarding by consulting with the business and customers to meet key deliverables.  The team is a client facing group whose core responsibilities include managing advanced / complex client onboarding, establishing accounts, guiding clients through market entry requirements to enable trading, managing market renewals and client restructures as well as setting up and maintaining information in reference databases.

Job responsibilities  

• Develop on-boarding strategies for major implementations aligning priorities appropriately in order to meet deadlines. 
• Project manage end-to-end account activities including fund launches, closures, mergers, and remediations.
• Manage the end to end market account opening process for clients across segregated and segregated documentation markets and provide guidance to clients on market entry requirements.
• Use value added and oriented approaches to engage and educate clients, in addition to asking open-ended questions, and establishing confidence and trust in order to maintain and enhance clients’ experiences and relationships.
• Identify and execute process improvements and provide support on key process and technology initiatives. Identify opportunities to eliminate manual processes by leveraging digital tools.
• Develop strong working relationships with key internal partners to provide seamless client delivery and identify opportunities for process improvements with focus on quality, efficiency and timeliness.
• Identify and implement solutions to improve market entry timeline and enhance client and employee experience.
• Demonstrate excellent oral and written communication skills and a positive attitude coupled with an assertive but professional approach to escalation, prioritization and problem solving.
• Maintain a comprehensive knowledge of the account opening and maintenance work flow and end-to-end ownership of all related requirements including SLAs & KPIs.
• Develop and maintain clients’ profiles including reference and static data detailed information, responsible for reference/static data integrity, quality control checks and processes.

 

Required qualifications, capabilities, and skills

• Proven ability to optimize client operations and service centre performance.
• Experience implementing governance and controls to minimize operational risks.
• Proficiency in leveraging automation technologies and digital tools to improve operational efficiency and client experience.
• Strong interpersonal and stakeholder management skills, with a track record of building productive relationships and driving collaborative solutions.
• Excellent problem-solving, analytical, and communication skills, with attention to detail and a commitment to delivering high-quality results.

 

Preferred qualifications, capabilities, and skills

• Experience supporting continuous improvement initiatives and contributing to project management activities.
• Advanced data and technology literacy, including the ability to analyse operational data, and apply market product knowledge to align operations with emerging industry trends.
• Strong presentation skills, with the ability to communicate operational insights and recommendations to diverse audiences.