ETF Client Services Manager - VP

Job Summary

The CSAM, located in Dublin, serves as the primary point of contact, escalation, and advocate for all client servicing requirements. It will require working in partnership with internal partners and clients, ensuring agreed service levels are met and future needs understood. Our mission is to deliver a world-class service experience at every client touchpoint and achieve industry-leading quality through measurable and proven service performance.

This role is aligned to Exchange Traded Fund (ETF) clients and platforms (including asset managers with ETF products), where strong client management skills are combined with a practical understanding of ETF structures and servicing models. The role will focus on asset managers who will typically have Global Custody, Depository, Fund Administration and Transfer Agency as their primary products. The successful candidate will act as the primary escalation point for clients on day-to-day issues, while also handling project work, ad-hoc requests, and managing the client’s change agenda. We welcome candidates who bring ETF knowledge from adjacent roles (e.g., custody, fund services, operations, product, onboarding) even if they have not held a dedicated “ETF Client Service” position.

This client-focused role requires broad coverage across a wide range of services and issues, demanding high responsiveness and a focus on enhancing the client experience to support potential business growth.

As a service organization, we strive to be best-in-class in Client-Facing Technology, Simplicity, Standardization, Scalability, Stability, Reliability, and Strategic Location and People Management. Clients choose us because we exemplify behaviours that support our core values of Client Relationships, People, Teamwork, Ownership and Flawless Execution.

Job Responsibilities

• Oversee a portfolio of asset manager clients within Securities Services.
• Ensure exceptional service levels for clients and manage their expectations in coordination with business partners.
• Serve as the key contact and escalation point for clients, key stakeholders, and the business for all service-related matters.
• Resolve complex client issues promptly and effectively with minimal impact, often requiring cross-functional collaboration across departments like Sales, Operations, Onboarding, Product, and Technology to secure business alignment and meet client needs.
• Establish and manage a governance process covering all products that incorporates appropriate measurement and monitoring of service levels, utilizing KPIs and RAG ratings.
• Improve efficiency and reduce risk by seeking opportunities to enhance the operating model and influencing client behaviours.
• Ensure accurate and timely fee billing for all products.
• Define and manage a remediation project to address any areas where service is no longer meeting client expectations.
• Act as the client advocate across the business, driving impactful change and ensuring client needs are at the forefront of decision-making processes.
• Engage in direct client communication as appropriate and broker successful outcomes to difficult and complex issues. Communicate clearly, concisely, and efficiently.
• Cover ETF client servicing requirements end-to-end, partnering with internal teams to support the ETF servicing model and governance expectations.
• Drive resolution of ETF-related servicing themes (e.g., create/redeem lifecycle touchpoints, operational readiness, change activity impacting the ETF platform), coordinating across relevant functional areas. 
• Support the ETF change agenda and delivery, including service model changes, client growth initiatives, and operational improvements that reduce risk and enhance client experience.
• Represent the client voice for ETF-specific enhancements, ensuring priorities and impacts are understood across stakeholders.

Required Qualifications, Capabilities, and Skills

• Client Management & Presentation — Experience in dealing with complex/demanding client organizations and an ability to develop strong client relationships. Must be confident, articulate, and able to combine diplomacy and assertiveness in leading client meetings, such as service reviews or ad-hoc issue resolution meetings.
• Communication — Strong communication and diplomacy skills with an ability to influence and manage effectively across a large virtual team at all levels.
• Problem solving — Ability to resolve problems in complicated, unique and dynamic situations where the analysis of situations or data requires an in-depth evaluation of procedures and associated regulations, with input from multiple stakeholders.
• Planning and organising — Ability to work independently and multi-task under pressure.
• Attention to detail — Diligently attends to details and pursues quality in accomplishing tasks.
• Leadership — Takes personal ownership of issues, brokering optimum outcomes and holding business partners accountable for delivering to the high levels of service demanded by clients.
• Proactive — Ability to identify sub-optimal processes, such as those that are manual and high-risk, and work with clients and business partners to develop solutions.
• Knowledge — Strong understanding of products and the ability to comprehend the client organization, including their strategy and objectives.
• ETF knowledge — A high-level understanding of ETFs and their servicing considerations is strongly preferred. Candidates without direct ETF client service experience will be considered where they demonstrate relevant securities services experience and the ability/interest to rapidly build ETF expertise.
• Diverse — Demonstrate an appreciation of a diverse workforce by using differences to add value to decisions or actions for organisational success.
• Ability to incorporate risk and control parameters into daily activities.
• Self-reliant and results orientated able to prioritize key tasks effectively.
• Strong work ethic and positive attitude under pressure.
• Microsoft Excel, PowerPoint, Word and Outlook skills.

Preferred Qualifications, Capabilities and Skills

• Experience supporting ETF clients/products (in Client Service, Operations, Onboarding, Product, Fund Administration, Transfer Agency, Depositary or Custody) is beneficial.
• Knowledge of CIB products and an enthusiasm to develop their knowledge across the Securities Services industry.