To provide operational support and exceptional service to the Front Office, Product Managers, and various Investment Products while delivering reliability, quality, consistency and minimizing all associated risks.
To resolve any issue submitted by Product Managers / RM's and enhance client service experience.
To improve the workflow by suggesting and participating in the process improvement initiatives.
This position works closely with the various Operations teams in Buffalo, NY, Miami, and offshore service centers, in addition to business partners in Information Technology, Front Office, Compliance, Legal, and Management at all levels. The role requires constant follow up and monitoring, dependencies on other areas to accomplish results, and excellent time management and organizational skills. Effective communication skills, both verbal and written are also essential.
All functions are performed with the understanding and Compliance with the Functional Instruction Manual (FIM), Department Procedures and Audit requirements.
Primary Responsibilities/Essential Functions
Deal directly with internal clients and business areas either by telephone, electronically, or face to face
Respond promptly to customer inquiries in a professional manner
Must be able to provide end to end support for Private Equity
Daily monitoring and support of the department in- boxes such as PB MOST, Complaints, SIS/CIS, and Private Equity.
Provide operational support and assistance for the AAM and ADM hedge fund investment products
Must be able to understand the actual issue or inquiry and what is expected and then look to ensure a timely investigation and prompt resolution.
Provide quality solutions and services that meet the needs and address the issue
Liaise between Operations and Relationship Managers as well as other business partners in Risk, Compliance, and Legal.
Perform complete review, analysis, and investigation of Client Complaints to ensure they are handled timely and fairly and in accordance with policies.
Prepare customized response letters in accordance with standards that address the client's issues. raised affecting their accounts or services provided
Generate various reports for the Front Office.
Assist management with identifying process improvements and work flow changes to improve customer experience and process efficiencies.
Provide customer service and assistance to Relationship Managers on investigations, systems questions, and general support.
Ensure that Information Security procedures are followed for any end user or exception reporting that is produced.
Ensure policies and procedures are current and consistent with various Bank requirements. Minimum of an annual certification required.
Ensure proper controls are in place to mitigate risks or exposure to the firm.
Monitor and evaluate the adequacy of existing services provided and related procedures and look to make improvements
Perform workflow analysis to identify gaps and areas for improvements. Make recommendations to management and assist with implementation.
Provide assistance with system testing, and implementation of special Projects
Responsible for effective implementation of new procedures, systems, process changes, and initiatives impacting middle office in particular and operations in general
Decision Making Responsibility
Perform according to prescribed procedures and within scope of authority
Responsible to determine the correct actions to reduce operational risks related to day to day functions.
Make appropriate decisions when necessary to efficiently resolve issues / complaints submitted by RM's / other areas.
Must use good judgment in communicating issues to management attention and escalating matter(s) when warranted, including having to contact custodians, agents, and 3rd parties at times to facilitate resolution.
Sufficient business / technical skills to fully understand the features of different types of Products, specifically Private Equity, other special Investment vehicles and its implications to the clients and the business.
A good understanding of policy and procedures, Instruction Manuals, and Internal Audit recommendations.
Must be able to ensure proper controls are in place to mitigate risks, protect information security, and minimize errors.
Must be able to design and redesign workflow to adapt to the changing needs of the business and enhance client service.
Able to understand the risk implications of various operational issues be able to come up solutions.
Analytical ability to evaluate the root causes of the problems and come up with quick solutions to avoid any client dissatisfaction. The individual should have a minimum of 5 years of experience working in Banking or a Financial Services environment, preferably Securities Operations/Middle Office capacity.
Must have excellent communication skills, both written and verbal, with good listening skills. Must show politeness and professionalism when dealing with clients and willingness to help. Strong attention to detail. They must be highly organized, self-starter, dynamic and demonstrate initiative in enhancing processes. They must be able to work comfortably in a team environment or independently, and have tolerance for high pressure situations. They must also demonstrate strong time management skills and be able effectively multi-task to ensure deadlines and expectations are met.
Advanced PC / technical skills including MS Excel, Access, and Macros.
Must take the concept of information security and client confidentiality very seriously
Ability to influence others to achieve set deliverables
Sufficient accounting skills to avoid any risks related to incorrect booking of transactions.
Skills to initiate and run Projects.
Able to extract information from Bloomberg and apply / interpret it for reporting.