Oversight NAV deliverable from offshore locations. Tracking offshore location KPI and responsible in governance control. • Responsible for serving as primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues. • Deliver excellent service against agreed service standards and in line with client satisfaction criteria. • As an internal voice of client, work together with AMs, Operations, Technology, and other key internal stakeholders to solve client issues timely with no/minimal escalation and identify opportunities to improve overall service for the clients. • Foster long lasting relationships and rapport with premier clients at the transactional / operational level. • Works with the AM team to manage existing/strategic clients to maximize client satisfaction and long term contribution to the bottom line Champion client • Incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively. Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. key AM and/or SSO participation if needed) • Identify opportunities for service improvement based on useful metrics and demonstrate results.
Qualifications:
10-12 years of relevant experience
Experience in fund accounting or related field
Knowledge of funds services and its process
Knowledge of relevant technical systems
Previous supervisory experience
Demonstrated leadership and project management skills
Consistently demonstrates clear and concise written and verbal communication
Excellent analytical, problem solving, and time management skills.
Education:
Bachelor’s degree/University degree or equivalent experience