The Investor Relations Manager will be responsible for directing team members within the Shareholder Services department with the objective to achieve overall high client satisfaction. Specifics responsibilities include: be the key contact for client/investor or inter-departmental queries arising, assist Senior Management to ensure the team operates effectively and efficiently and that deadlines and standards are met. Achieving this will require strong people management, initiative, and attention to detail as well as the ability to delegate and to gain commitment from team members.
Be responsible for instituting and reporting on measures to determine the team's performance in meeting these standards
Establish and maintain team and relationship objectives including a proactive service plan to ensure an exceptional value added service to clients
Remain knowledgeable of changing industry initiatives and educate clients continually through presentations
Establish solid contacts with all areas and all levels at clients' organizations
Provide second level of escalation for clients
Ensure any issues, errors or complaints as escalated accordingly, and that adequate steps are taken to resolve issues and prevent future occurrences. Review and discuss with the Senior Manager any issues that require escalation
Ensure all activity is carried out in accordance with the Funds' prospectus and established procedures
Ensure that policies and procedures are adhered to on a daily basis and have this evidenced.
Review and reorganize functional tasks for maximum efficiency.
Manage the day-to-day activities of the department
Oversee the processing and validation of all inquiries within agreed internal and external Service Level Agreement's and ensure all inquiries are logged into the query management database
Validate and approve related tasks including but not restricted to client reporting
Follow up and escalation of inquiries that remain unresolved outside of agreed Service Level Agreement's
Effectively oversee special processing situations that include exceptions that require strong oversight.
Proactively work with the Operational teams to ensure that issues are being resolved and high standards are being maintained
Actively participate and work with Client Service Managers and Production Support in the launch of any incremental business
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 schedule 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 expenses
Education level and/or relevant experience(s):
BA/MS degree and/or equivalent work experience
Minimum of 8 years of Transfer Agency experience with 5 years of which must be in a similar function
Prior experience working in a client servicing focused work environment
Knowledge and skills (general and technical):
Proven ability in people management, and ability to delegate and to gain the commitment among team members
Experience in planning, initiating and following through to meet objectives
Ability to coordinate across departments/functions when needed to meet client needs
Ability to identify, recommend and implement solutions
Excellent communication and client-facing skills
Good knowledge of standard Office applications (Word, Excel and PowerPoint)
Grade - 9
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, creed, marital status, sexual orientation, gender identity, disability status, protected veteran status, or any other protected status under federal, state or local law.
Brown Brothers Harriman