Asset Management Operations
We provide customized service to our clients and enable our business to grow the Asset Management franchise across traditional and alternative products. Our teams execute within a front to back operating model, delivering support across the client, product, and investment lifecycle. We also conduct risk oversight, provide change management, business intelligence, and market solutions for the division.
The Global Shareholder Services has teams in Chicago, London, Tokyo, Hong Kong and Singapore. We are responsible for the ongoing Client Services and Transfer Agent vendor management covering over 1,000 Goldman Sachs offshore mutual funds across a wide range of client types including Third Party Distributors, Banks, Institutions and High Net Worth individuals.
Role Summary & Responsibilities
As a Shareholder Services Asia Client Services Manager, you will work closely with Shareholder Services and relevant stakeholders across the region, managing investors / client facing teams to ensure service delivery is maintained at a highest quality. Additionally, you will support other Shareholder Services functions in onboarding new clients, protecting and maintaining existing clients. In addition, you will be collaborating with internal teams and service providers (e.g. transfer agents) to offer guidance and manage Services related solutions, and continuously enhancing our process in line with best market practice.
The Client Services role contributes to asset gathering, enhancing client engagement, identifies operational efficiencies opportunity, and differentiates through technology and, ultimately improving the client experience. You will also execute the Operations’ strategy and modernize the client experience.
You are expected to provide clear direction and leadership, whilst driving your team forward in promoting staff development and process improvement whilst also providing efficient service-level reporting and performance metrics.
Keys to this strategic role include a proactive and self-motivated attitude, strong communication skills, a thorough understanding of mutual fund Shareholder Servicing/Transfer Agent operations, and experience in selling/implementing technology and service solutions.
Summary
- Provide leadership, guidance, and mentorship to a team of client services professionals. Foster a positive and collaborative team environment to achieve departmental goals and objectives.
- Oversee the delivery of high-quality services to clients, including processing client transactions, handling inquiries, and resolving issues in a timely and efficient manner. Monitor progress and maintain regular, timely & accurate communications to all stakeholders.
- Build and maintain strong relationships with clients, serving as a primary point of contact for escalations, service inquiries, and relationship management activities. Proactively address client needs and concerns to ensure satisfaction and retention.
- Manage day-to-day operations of the client services team, including workload distribution, scheduling, and resource allocation to meet agreed service levels and operational targets.
- Ensure compliance with regulatory requirements, company policies, and industry best practices related to client services operations. Implement controls and procedures to mitigate operational risks. Keep all documents up to date, accurate, formatted, in correct folder structure, version controlled, ready for audit/regulatory/compliance/risk reviews.
- Generate and analyze reports on client services performance, including key metrics such as transaction volumes, turnaround times, and client satisfaction scores. Use insights to drive continuous improvement and strategic decision-making.
- Identify opportunities to streamline processes, improve efficiency, and enhance the overall effectiveness of client services operations. Implement process enhancements and workflow automation initiatives as needed.
- Collaborate with cross-functional teams, including relationship management, client services, operations, compliance, and technology, to address client needs, resolve issues, and implement process improvements. Foster a culture of teamwork and collaboration across the organization.
- Develop training programs and materials to enhance the skills and knowledge of team members in client services processes, systems, and regulations. Conduct regular training sessions and workshops to ensure ongoing development and competency.
- Set performance goals and objectives for team members, monitor performance metrics, and provide regular feedback, coaching, and training to enhance performance and productivity.
Basic Qualifications
- Previous experience in client services or transfer agency operations, with at least 3-5 years in a leadership or supervisory role
- Strong leadership, communication, and interpersonal skills, with the ability to motivate and inspire team members
- In-depth knowledge of client services processes, regulations, and industry best practices in relation to funds
- Good understanding of mutual funds and global fund distribution and their associated services, processes, and controls
- Knowledge of Transfer Agency function/workings
- Ability to manage multiple priorities in a fast-paced environment and adapt to changing business needs
- Strong analytical and problem-solving skills, with a focus on continuous improvement and innovation
- Previous experience on client onboarding and migration is essential
- Problem solving and timely escalation to senior management
- Excellent communication skills, verbal, written.
- Prepare and present to internal/external audiences at all levels
