Client Account Manager
Description
The PSG (Platform Solutions Group) Investment platforms business provides administration solutions through technology (Direct to Member wrap platform) and back office support to Superannuation Funds in Australia.
Direct to Member (DTM) is an online service and is heavily reliant on technology. The platform currently administers over 10,000 accounts covering managed funds, direct equities, cash, term deposits with an increasing investment universe.
The PSG Investment Platforms Client Service team is responsible for the day-to-day support of Superannuation fund clients and their administrators. Covering the major Superannuation funds in Australia, the Client Service team is the first point of contact for their clients. The successful candidate will be performing a number of diverse tasks such as ensuring queries are followed through to resolution, performing analysis of complex platform behaviours, ensuring month end billing is performed accurately.
Due to the continued growth of the platform business, an opportunity exists for a motivated wrap administrator to join the Client Service team within the PSG business.
This role is a 12mth contract ideally commencing beginning of September 2013.
Key Responsibilities
- Be the first point of contact for assigned clients and their administrators.
- Develop a deep understanding of assigned clients including but not limited to their model, systems and their requirements.
- Professional and courteous communication at all times, representing UBS to required standards.
- Follow any issues through to resolution liaising with internal parties as well as third party service providers as required.
- Escalate all issues that cannot be resolved by the Client Service team and liaise with the Operations manager, Client Relationship Manager, Delivery team or Business as required.
- Performance of regular client calls/visits including publishing written agendas, post meeting minutes and outstanding action items, regular reporting of progress and follow up actions.
- Analyse key trends with the client, including identification of process and service delivery issues and trends.
- Undertake on site or telephone based client training as required.
- Propose new ideas to improve the products and services of the Investment Platforms business.
- Develop an excellent relationship with internal and external clients
- Take ownership of all aspects of risk associated with the client, including unmatched and failed trades, service issues with regulatory/compliance implications.
- Responsible for the month end billing process for assigned clients.
- Monitor and record service performance from third party providers based on the Service Level Agreement (SLA).
- Update and maintain internal procedure documents.
- Assist with testing of system changes and enhancements.
Requirements
- Minimum 3 years previous experience working in a wrap provider company or Superannuation fund administration
- Working knowledge of superannuation tax treatment (CGT and Income tax) or wrap platform tax engines will be highly regarded
- Working knowledge support of broad corporate actions capabilities (domestic international).
- General understanding of Funds Management broad Wrap platform products.
- General understanding of Adviser support requirements.
- Ability to track and understand the regulatory and compliance landscape within Superannuation (GS007, APRA)
- Tertiary qualification is beneficial
- A general knowledge of domestic equity settlements
- Ability to learn in a short period of time and work in a fast-paced environement
- Good communication skills - ability to communicate with various stakeholders, internal external
- Ability to multi-task - work across various streams / projects at same time
- High attention to detail
- Problem solving/ analytical skills
- Available to commence beginning of September 2013
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