The Client Service Lead oversees complex or high risk deliverables or tasks performed by core operations. CS Lead will be also responsible for irregular servicing issues or tasks as additional responsibility.
The position serves as a point of escalation for complex client issues and provides tactical solution for the best interest of the assigned client and the firm.
Client Servicing and Inquiry Response
Field and respond to client inquiries and escalated issues and serve as the point person for senior level client contacts.
Coordinate and follow up on client meetings and deliverables.
Serve as a key escalation point of contact for external clients with regard to daily servicing inquiries.
Exhibit a sound understanding of BBH products and services.
Work closely effectively with internal departments and develop key internal relationship to ensure timely resolution of client inquiries and improvement of service levels.
Build good relationship with client’s day-to-day counterparts.
Introduce and familiarize clients with new technology, automation tools and products.
Analyze validity of transactions for pricing impact to portfolio, escalating issues based on set tolerances.
Risk and Control
Oversee the day to day activities of the team to ensure inquiries and deliverables are handled timely and accurately.
Ensure adherence to all established procedures and controls.
Ensure all client documentation is updated and archived.
Assist in responding Respond to internal audit requests promptly and accurately.
Participate in the interview and selection process for job applicants, and assist new staff members in learning job specific tasks.
Assist in the coordination of new business and product implementations and conversions.
Participate in inter departmental Project teams.
Supervisor) Conduct annual performance appraisals
Supervisor) Provide regular feedback on goals for direct reports.
Technology / Productivity / Innovation
Utilize relevant internal technological solutions to effectively and efficiently manage client inquiries.
Identify ways to improve productivity and efficiency within the team.
Education level and / or relevant experience(s)
BS / BA degree (finance or accounting related concentration is preferred), and / or equivalent work experience.
Minimum of 3 to 5 years of related industry experience.
Prior experience working in a client servicing focused work environment. .
Knowledge and skills (general and technical)
Working knowledge of equity, fixed income, foreign exchange and derivative investments.
Knowledge of domiciled funds is a plus.
Ability to communicate, escalate and report effectively with verbal and written skills both English and Japanese.
Client service skills.
Ability to multitask, prioritize assignments and work quickly and accurately in a deadline oriented environment.
Ability to prioritize and quickly resolve client needs.
Comprehensive working knowledge of Excel and technical proficiency in internal and / or web based systems.
Ability to learn and adapt to new technologies and systems.
Strong ability to apply analytical and logical skills to data, work flows, numeric information and problem solving.
Ability to handle ambiguity to lead positive outcome.