Purpose:
To provide high quality service deliverables to the firm’s Real Estate (RE) Fund 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 manage a dedicated RE team and help to improve the processes and efficiencies of the department.
Be subject matter expert of RE Fund accounting and administration processes.
Core Responsibilities:
- Manage multiple fund relationships and responsible for quality and timely delivery of services to a portfolio of clients
- Supervision of various client service teams to ensure meeting of all client deliverables
- Be an ‘expert’ on designated clients including understanding technical details of their LPA, SLA, SHA, Fee Agreement and any technical nuances
- Minimise risk to IQ-EQ by ensuring all procedures and checklists are followed by all team members
Tasks / Duties:
Client Delivery
- Timely delivery of quality service to RE clients to ensure client satisfaction is met
- Complete reviews 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 clients, build good networking relationships and setting the right expectations
- Assist with new business take on where required.
Management of Workflow
- Ensure client deliverables are prepared in a timely manner and meet set quality standards
- Work with back office team to ensure adequate resources are allocated and fully utilised
- Provide constructive feedback to back office team on a timely basis and ensure Back Office receive appropriate development support
- Plan workloads and utilise support team / additional resources where necessary to ensure deadlines are achieved
- Identify opportunities to improve internal processes and increase operational efficiency
IQ-EQ Fee Management
- Ensure our electronic time sheets are completed timely, and accurately for all hours worked and recording ad hoc work completed for billing purposes
- Ensure timely billing to clients and follow up for outstanding balances
Risk
- 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 errors are reported and rectified in a timely manner upon identified
Other
- Undertake any additional reasonable requests as deemed by the firm
