Client Service Team Leader
Brown Brothers Harriman
Hong Kong
2天前

The Client Servicing Team Leader directs client servicing team resources to achieve overall client satisfaction and serves as a point of escalation for complex issues.

This role focuses on serving Full Services clients (Custody, Fund Accounting, Fund Administration, Transfer Agency) that requires in-depth knowledge on fund operations, particularly on fund accounting.

The individual manages day to day aspects of client relationships and performs core product functions as required to support high client satisfaction.

S / he will be responsible for managing client service supervisors.

RESPONSIBILITIES :

Client Servicing and Inquiry Response :

  • Establish service standards for assigned client groups ensuring standards are shared with and understood by team members and all internal support groups
  • Provide filtering and escalation for client requests; serve as an escalation point for client service issues and deliverables.
  • Establish appropriate contacts within client organizations and internal departments.
  • Work closely with Relationship Managers to stay abreast of client goals and identify opportunities to expand client relationships.
  • Anticipate and identify clients' needs in order to match BBH products and services to those needs.
  • Build overall credibility and foster trust with clients.
  • Risk and Control :

  • Act as the primary point of escalation for Systems, Operations, and Risk / Control for any client related issues and proactively manage the resolution process with frequent updates and satisfaction measures.
  • Technology and Innovation :

  • Review and streamline functional tasks for maximum efficiency.
  • Realize team efficiencies through increased automation and organize workflows.
  • Lead and assist in implementing the coordination of new business and product implementations and conversions.
  • Leadership and People :

  • Lead and participate in inter-departmental committees and project teams.
  • Complete and oversee the completion of the BBH annual performance review process.
  • Provide ongoing feedback and coaching to staff to improve individual and team performance. Manage performance issues and disciplinary process for employees falling below set expectations.
  • REQUIREMENTS :

  • BS / BA degree in a business related field, and with equivalent work experience (Fund Accounting, Fund Administration preferred)
  • Minimum 6 years of related industry experience.
  • Minim 3 years of prior supervisory experience
  • Strong client service skills.
  • Strong aptitude for numbers, accuracy and organization.
  • Ability to initiate, plan and follow through projects to completion.
  • Strong written and verbal communication skills.
  • Creative problem-solving skills including the ability to identify, recommend and implement solutions.
  • Full timeHong Kong

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