Account Manager recruitment
Main Responsibilities:
Communication:
• Providing a cross departmental (Operations/Fund Accounting/OTC/Investor Services) single point of escalation to our clients, and assisting clients’ navigating their way through the various GlobeOp departments. Accountable for resolution and Expediting responses to client issues.
• Information sharing with internal stakeholders, delivering the feedback from client meetings (positive and negative).
• Accountable for maintaining and distributing a central open item/project list with our clients. The Account Manager will work with internal stake holders at all levels within the organisation to investigate and address and close out any item that’s impacting our service delivery to clients’.
Service:
• Proactively reviewing the core service components provided by GlobeOp. This entails undertaking a review of the following outputs (appendix 1 for breakdown)
• Facilitating and participating in ad-hoc and/or regular Service Review meetings with Clients in order to discuss service delivery. In addition the Account Manager will be responsible for formally agreeing the meeting agenda in advance of each meeting and subsequently documenting and distributing meeting minutes after each meeting.
• Production and maintenance of client service pack. The client service pack will consist of GlobeOp and/or market initiatives and vendor solutions, news, and organisational contacts.
• High level review of Board Packs prior to Director Sign off and attendance on calls with CRM if required.
• Where applicable the Account Manager will be responsible for the overall review and reporting of external Key Performance Indicators (KPI’s) to clients. The Account Manager will be responsible for fully understanding the root cause for failed KPI’s, and taking the necessary steps to improve KPI performance.
• Undertaking an annual review of Service Level Understandings (SLU)/ Service Level Agreements (SLA) to ensure the services being provided reference back to the services stipulated within the legal service agreements. Where necessary, mutually agree amendments to the SLU/SLA. In the event of new services being provided the Account Manager will be responsible for managing service change and mutually agreeing the SLU/SLA amendments prior to the inception of the agreed services.
Facilitation/Consultation
• Facilitate and coordinate the onboarding and offboarding process by liaising with both the Client and internal parties (implementations / Compliance / terminations etc) to ensure project plans are built and timelines adhered to.
• Review of DDQ questionnaires and attendance on calls.
• Facilitating and participating in meetings with external parties such as; Prime Brokers, Custodians, Counterparties, and Vendors to discuss service delivery, and market trends and initiatives that could impact our client base or improve our product offering.
Revenue:
• Detailed understanding of the clients operating model and managing their expectations, needs and requirements.
• Facilitating and participating in the end to end demonstration of the various GlobeOp systems and applications to existing and/or potential clients’.
• Any other ad hoc duties relating to the Account Manager role.
Appendix 1
oSystem checks to ensure all GlobeOp systems are running sufficiently to service our clients’.
oEnsuring clients are utilising systems effectively and correctly (organising training where needed)
oReview of wires to ensure they are approved by the Investment Manager, in advance of deadlines.
oMonitoring and oversight of trade, position, cash, OTE, CFD, and OTC reconciliations to ensure they are processed in a timely manner and in accordance with the agreed service levels.
oAccurate and timely production and distribution of the PL calculations.
oMonitoring of outstanding counterparty trade confirmations to ensure matching occurs.
oMonitoring of collateral calls (against/for) the Fund.
oMonitoring of NAV delivery
oReviewing the billing and credit control to ensure timely payment and fees issues are escalated at soonest