Client Service Manager - Leading Third Party Administrator (PE and RE)

  • £70,000-£75,000
  • London, England, United Kingdom
  • Permanent, Full time
  • Carnegie Consulting
  • 15 Sep 17

Our client specialises in the servicing of Private Equity and Real Estate Funds, Fund of Funds, Closed‐End Funds and listed vehicles. With operational offices in London, Belfast, Channel Islands, Luxembourg, Singapore, Hong Kong, New York and Manila, our client is one of the very few truly global players in the sector. Over the last 12 years, our client has grown from a small business to a truly global organisation employing over 500 people across the globe. Our client has undergone a transformation with a move to the cloud ERP platform NetSuite which has revolutionised how we work.

The Purpose


Responsible for the development of the team and its members ensuring the consistent delivery of the highest quality service to a portfolio of clients. Support the development of strategic relationships with clients, monitoring current service levels as well as supporting further business development opportunities with those clients. Responsible for the provision of appropriate frameworks and controls to ensure adherence to all procedures and policies Create and maintain a positive and professional environment that motivates team members to learn and develop with regular, frequent and transparent communication. Lead and manage all recruitment, resourcing, training and development requirements of the team to meet client demands and career development of team members. Lead and manage continuous improvement objectives of the team and contribute to those objectives at a department level also.


Task/Duties


Day to Day Team Management


• Overflow for second reviews (QEnd/YEnd). Should not be scheduled in for regular reviews
• Oversee planning of deliverables. Sense checking of timetables that SA have drafted, mid-week catch up with SA to ensure no deliverables are late. Should also ensure that allocation of work between staff is consistent across all levels and staff are fully utilised
• Escalation of Annual Leave/Sick Leave issues if required. This should be contained by SA, however may need escalating on some occasions
• Escalation for SA on client/technical/Back Office issues. CSM should be able to steer SA in direction of solution and then oversee the implementation, this way helping to develop SA management ability
• Be able to bridge the gap between Client Services and Technical/Compliance/Sales etc and know when and how to bring these Subject Matter Experts in as and when necessary
• Ensure all regular staff meetings are occurring. Whether formal appraisals or informal 1‐2‐1s


Strategic Team Management


• Looking at overall team risk profile and how areas of risk can be mitigated. Includes taking ownership of ensuring compliance with SSAE16 checklists and procedures and ownership of the error meeting procedure for the team
• Resource planning and forecasting for the team, ensuring resourcing is reflective of new work being taken on within the team as well as work migrating to other offices
• Prepare and be responsible for an overall team skills matrix which identifies which areas of fund accounting the team has knowledge in and where potential training gaps occur
• Involvement in team recruitment process; this will be reviewing CV’s, conducting 1st and 2nd interviews as appropriate and any internal HR interaction that is required
• Evaluating the overall teams efficiency and looking into areas where efficiency gains can be exploited further
• Oversee implementation of NetSuite timesheet within CS. Lead the team in making sure correct information is recorded and develop reports for management for relevant MI
• Have ownership of the training and progression plan for all team members, this includes monitoring the plans to ensure that all team members are continually improving both at work and in studies where applicable


Client Management


• Be an escalation point for any client queries that SA needs help with, bringing in Subject Matter Experts as and when required
• Have regular calls with client from an operational perspective ensuring all issues are resolved and don’t need further escalation as well as looking at KPIs and SLA
• Looking at new existing client fees and liaising with Director of Client Services to ensure proposed fees are aligned to our client’s expectations
• Reviewing existing fees within the team to ensure margins are sufficient
• Be in a position to regularly report to Director of Client Services on all clients from a Client Relationship perspective


New Business


• Represent Client Services as and when required by the Sales team. This could be to help with calculating potential fees, input into presentations as well as being a representative for Client Services in any sales meetings as required
• Link in with implementation team as new work is coming on to ensure that there is enough resource capacity within the team to on‐board the work as well as looking at transition plans. Potentially absorbing any overflow work where a new client take on has progressed quicker than anticipated and so resourcing isn’t immediately available
• Assist Director of Client Services in the finalisation of the of the Admin Agreement; liaising with the
• Legal Department as and when necessary


Other


• Envisage approximately 20% time to be freed up to work on project work. Whether this is team related, or CS related. These projects could range from looking at UK work migrating to Manila, helping on Lux/Manila migration project, how MI for CS heads is coming out of NetSuite, Complex client implementation…… Any project that needs CS involvement
• Client Services Manager (CSM)may be required to cover for a Senior Accountant (SA)at any time, therefore needs to be competent and confident in all SA Roles and Responsibilities as per Job Description


The Candidate


• Qualified Accountant (ACCA/ACA or equivalent) plus 5 years’ experience
• Experience of providing services to clients and managing client relationships
• Excellent organisational, prioritisation and planning skills including ability to appropriately delegate
• work
• Experience in training and mentoring qualified and part qualified Accountants
• Excellent communication and interpersonal skills comfortable with communicating at all levels
• Excellent people management skills
• Leadership skills driving development and cohesion of team to meet its objectives consistently over
• time.
• Desired: Experience of working along collaboratively with offices in different time zones – EMEA and AP