Client Service Director Fund Services

Job Description

Client Service Directors are our most senior people within the Operations Department who are the guardians of the work we do for our clients and are responsible for the business implementation overall performance management of their team, in line with the applicable Service Level Agreements. Together with the Client Relationship Directors, they are also responsible for the organic growth of their respective client portfolio.

They will keep an overview on complex client files from a legal, financial, tax and compliance perspective. Our Client Service Directors are responsible for the management and training of the staff in their teams in order to make their careers progress as fast as their talent allows them to. At the same time, they ensure that what we deliver to our clients meets our exceptional quality standards.

They are responsible for the quality of the work, on-time in full (OTIF) delivery and compliance and will have full Profit & Loss responsibility for the team. They will promote a positive work culture that promotes empowerment and entrepreneurialism.

Tasks (what does the role do on a day-to-day basis)

The Client Service Director has the full responsibility for the Business Implementation Manager, Client Service Managers,  and Application Specialists and all other staff in the team both for quality, client contact and process compliance. In addition, they are responsible for task assignment and planning of staff. They ensure that client expectations are met and identify additional value-added services, revenue and product development opportunities and oversee the transfer agency and fund accounting teams. The CSD will deliver:

• Smooth running of, and efficiency of the team to minimize costs and arrange for on-time in full delivery of services to clients. Ensures that change requests from clients will be handled separately and thoroughly. Non-billable time, write-offs and credit notes are scrutinised and highly visible. The Client Service Director approves the invoices and to a certain extent credit notes. He/she has the final responsible for cash collection.
• Performance management and people development of team to meet individual career goals and IQ-EQ organization goals through regular check-ins (Everyday Conversations) with individual direct reports to talk about performance, development, and/or career.
• Reduction in absenteeism, preventing staff turnover to assure continuity and actively engage in recruitment.
• Internal effectiveness when working with other teams in the Operations Department and the Commercial Department, promoting empowerment and entrepreneurialism of each staff member.
• Value generation for the firm. Working closely and communicating intensely, yet efficiently, with key account clients on the service level and matters related to the role of keeping an overview of the client dossiers. The majority of the client ownership will be divided between the Client Service Managers in the team.
• Strong collaboration with other business segment Client Service Directors to ensure products and services are delivered with high industry standards and achieving client expectations.
• Ensure that day-to-day operations has a satisfactory audited rating at high industry standards (ISAE, DNB and AFM).
• Compliance, risk policies and protocols are adhered to for all client work and deficiencies are repaired and/or escalated immediately.
• Incorporation of methodologies and standards as set by the Expert Pool within the team as well as compliance with IQ-EQ’s compliance manual, compliance departments, and the local regulatory framework.
• KPI’s , which include: Compliance or internal audit deficiencies of client files assigned. Positive feedback from clients. Transfers out of client groups. Revenue and profitability. Collection. Regular ‘Everyday Conversations’ including actions where necessary. Attrition rate.

Key competencies for position and level

• Resourcefulness
• Business insight
• Directs work
• Build effective teams
• Builds networks
• Drives results

Key behaviours we expect to see

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:

• Build high performing team behaviours with a strong sense of belonging, team spirit and pride.
• Understands the needs of clients and internal and external key stakeholders and steadfastly pushes self and others to deliver.
• Build credible relationships across IQ-EQ through consistent behaviour that generates lasting trust.