Client Service Principal

Position Overview

A Client Service Principal is sought to manage and strengthen client relationships by delivering exceptional service and proactive communication. This role serves as a liaison between clients and internal teams, ensuring client satisfaction, retention, and operational efficiency. The position will act as a point of escalation for investment teams managing client portfolios while contributing to the development of operational processes and procedures.

Responsibilities

• Supervise staff handling daily operations for client portfolios.
• Ensure the accuracy and timeliness of client deliverables, including reports, statements, and reconciliations.
• Enforce compliance with operational procedures and standards.
• Provide mentorship and coaching to junior team members.
• Conduct performance evaluations for assigned mentees.
• Serve as an escalation point for operational inquiries from client teams.
• Deliver a client-focused approach, ensuring best-in-class service.
• Address client inquiries, issues, and concerns promptly.
• Identify opportunities to improve the client experience proactively.
• Oversee and ensure accuracy in portfolio actions and investment execution.
• Approve wire transfers, execution instructions, and alternative investment documents prepared by junior staff.
• Collaborate with internal teams, such as Compliance and Legal, to manage client relationships effectively.
• Act as a client advocate during internal discussions to ensure their interests are prioritized.
• Work with internal teams to deliver seamless client service.
• Recommend and implement improvements to client service processes.
• Collaborate on process improvement initiatives across teams.
• Support strategic and tactical projects related to client service systems.
• Ensure adherence to information security policies and raise concerns as needed.
• Identify and mitigate risks related to client accounts and operational processes.
• Collaborate with global operations to enhance risk controls based on industry standards and regulatory updates.

Qualifications

The ideal candidate will have a strong focus on detail, organizational skills, and problem-solving capabilities, combined with the ability to perform in a fast-paced environment.

• Minimum 8 years of experience in investment operations or financial services, with at least 5 years in client service.
• Experience working with OCIO clients or high-net-worth individuals is preferred.
• Prior supervisory or management experience.
• Proven ability to manage multiple priorities effectively.
• Strong analytical, organizational, and communication skills.
• Proficiency in financial analysis tools, CRM systems, and MS Office Suite.
• Demonstrated leadership and interpersonal skills.
• Commitment to professionalism, integrity, and a collaborative team approach.