Tokyo, Japan

Client Services Team Manager

Full-time / part-time
Mid-Senior Level
Client Services
Ark Hills Sengokuyama Mori Tower 2603 9-10, Roppongi 1-chome

Job description


  • To provide high quality service deliverables to the firm’s Real Estate (RE) Clients you are responsible for, ensuring all deliverables are met and the Clients expectations are managed and met on a day to day basis.
  • This entails reviewing all Financial Statements and disclosures and ad-hoc client deliverables in relation to providing fund administration services to RE clients.
  • Expected to help improve the processes and efficiencies of the department.
  • Be subject matter expert of Real Estate Fund Structures accounting and administration processes.

Core Responsibilities:

  • Managing financial servicing for a portfolio of RE clients ensuring the smooth running of day to day relationship with Clients and consistent delivery of client reporting/ information accurately and on time
  • Being appointed as directors and responsible officers for RE entities in Japan to facilitate transactional requirements.
  • Ensuring that adequate training has been received and support provided in order to complete the role and be proactive in defining areas needing attention or support
  • Be an ‘expert’ on designated clients including understanding technical details of their LPA, SLA, Fee Agreement and any technical nuances
  • Minimise risk to IQ-EQ by ensuring all procedures and checklists are followed by all cell members

Tasks / Duties:

Client Delivery

  • Timely delivery of quality service to RE Client to ensure all requests for designated clients are met, ensuring any client/investor queries are responded to within 24 hours
  • Complete a review on designated Client work (includes NAV, Financial Statements and other Ad Hoc Tasks) and assist on reviews for other teams as required
  • Review team’s KPIs with client in accordance with agreed SLA’s
  • Maintain regular contact with Client through regular and ad-hoc phone calls and emails detailing upcoming deliverables and progress thereof.
  • Assist with new business take on where required.

Management of Workflow

  • Work with team members on client deliverables to ensure adequate resources are allocated and fully utilised
  • Ensure team members are preparing all work to a standard suitable for client review
  • Provide constructive feedback to team members on a timely basis and ensure team members receive appropriate development support
  • Plan workloads and utilise support team / additional resources where necessary to ensure deadlines are achieved
  • Ensure reconciled cash balances are maintained for all clients at all times.

IQ-EQ Fee Management

  • Ensure our electronic time sheets are completed daily, and accurately for all hours worked and recording ad hoc work completed for billing purposes, when appropriate


  • Understand and use best practice on Yardi, Investran and other platforms
  • Understand and make best use of the functionality in our software when producing accounts
  • Ensure Client database is up to date and accurate in systems


  • Ensure relevant procedures and checklists are adhered to by staff to minimise risk of errors
  • Report any breaches, complaints or errors to Compliance officer promptly
  • Ensure all error reports are completed for review on the day an error is identified


  • Undertake any additional reasonable requests as deemed by the firm



  • Bachelor’s Degree from a competent university/college
  • Japanese Certified Public Accountant
  • Japanese language skills in oral and written communications
  • English language skills (business conversational, with strong written communication skills)
  • At least 6 years of management accounting or fund accounting experience in real estate industry
  • Expertise in Japanese GAAP
  • Strong knowledge of conversions or interchangeability among accounting standards – Japanese, US and IFRS.
  • Previous experience of reviewing 3rd party management accounts and understanding of duties performed by Property Managers, rent billing, collection of rent, insurance recharge
  • Strong understanding of service charge accounting and the associated legislation, review of year end reconciliations, service charge budgets and landlord liability
  • Strong examination performance in the consolidation adjustments required on disposal of corporate subsidiaries is essential, with practical work experience of such disposals
  • Ability to use and understand property systems and processes (ie – Yardi / Horizon)
  • An understanding of various types of income, dilapidations, lease surrender, capital contribution, capital allowances, rent reconciliation between demands raised and tenancy schedule
  • An understanding of tax, Consumption Tax, Capital allowances will be added advantage
  • Experience of managing service operations and managing client deliverables
  • Experience of managing and coaching junior staff in real estate fund operations, conducting staff appraisals
  • Excellent organisational, prioritisation and interpersonal skills
  • Comfortable communicating with Senior Management
  • ‘Can do’ attitude, ability to cope with tight deadlines, working under pressure and lead by example


  • Knowledge real estate industries is essential
  • Advanced Excel skills including Pivot Tables and data manipulation
  • Experience working in Financial Services office environment
  • Experience working in international and cross cultural environment
  • Experience working in a meritocratic, non seniority based, environment

Additional information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.

Company description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

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