Transfer Agency Investor Relations Manager

Brown Brothers Harriman Boston , MA 02298

Posted 2 months ago

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.

1.Client Service:

  • 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
    2.Staff Supervision:

  • 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.

Full time


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Transfer Agency Investor Relations Manager

Brown Brothers Harriman