Client Service Manager

Mitsubishi UFJ Fund Services - Rockville, MD

Full-timeEstimated: $95,000 - $130,000 a year
Client Service Manager – Rockville, MD
Position: Client Service Manager, Mitsubishi Fund Services (MFS) US

Location: Rockville, MD

About MUFG Investor Services

MUFG Investor Services provides asset servicing solutions to the global investment management industry. Leveraging the financial and intellectual capital of MUFG – one of the largest banks in the world with $2.7 trillion in assets – we provide clients access to a range of leading solutions from fund administration, middle-office outsourcing, custody, foreign exchange, fund of hedge fund financing, trustee services and depositary to securities lending and other banking services.

We offer our employees a stimulating environment where they can learn and grow as a professional and are able to advance their career. This opportunity offers an excellent benefits package and competitive compensation program.

Position Overview

We are seeking a Client Relationship Manager (CSM) that will lead the delivery of exceptional services to our clients while producing positive impact to our business. The role of the CSM will have the overall responsibility for overseeing the service relationship to our largest clients. This is a unique opportunity to join a dynamic, fast growing organization.

Job Responsibilities

Be the client facing liaison and escalation point within MUFG operational construct
Responsible for the day-to-day interaction and successful relationship with the client, client service operations and other business units
Understand client’s needs and proactively manage communications with internal resources
Track and monitor client data, have a complete understanding of client organization and business affiliation
Anticipate and make recommendations for client needs
Assess and manage client risk; determine needed improvements through review and analysis of business practices
Build consistent target operating models to create scale and consistent service delivery
Harmonize operations across all business segments (NAV Control, Transfer Agency, Middle Office, Global AML, Client Integration, etc.)
Maintain familiarity with industry best practices and seek opportunities to implement as appropriate
Continually measure and monitor client satisfaction, client profitability and wallet share
Provide forward-looking and strategic insight to drive future revenue growth
Partner with the client relationship management, product management, service teams and other key stakeholders to develop and drive strategic plans for enhancing service model and client experience
Work with product management to ensure pipeline is consistent with client asks
Accountable for successful implementation of client related initiatives; acts as a liaison between client and internal departments
Participate in long-term or strategic planning for the CSM function designed to improve the overall client service experience and improve team productivity and quality
Strengthen the collaboration between MFS and other MUFG related entities
Knowledge, Skills and Abilities

Exceptionally passionate about providing customer service and support
Comprehensive understanding of the 40 Act business
Full knowledge and extensive experience in 40 Act operations
Successful track record of managing tier one operationally focused client relationships
Ability to understand, relay and resolve the most complex issues or inquiries from senior-level or key individuals at clients; providing meaningful analysis and resolution/recommendations to the line of business, and executive management
Lead and champion a client focused, operationally efficient culture
Discern and develop policies and standards and achieve buy-in and adoption
Drive a culture of continuous learning, improvement and collaboration focused on business outcomes in a dynamic and complex operating environment
Build talent, empower others and foster an environment that is a destination for high performers

Seven to ten years of related experience, preferably in financial services industry with a focus in operations
Expert knowledge of Investment Services processes, policies, applications and systems as it relates to the 40 Act business
Proven leadership experience in leading cross-functional teams and enterprise-wide programs, operating and influencing effectively across the organization and within complex contexts
Ability to digest, interpret and make recommendations on organizational changes stemming from client related market, regulatory, head office and/or industry changes / initiatives
Successful experience in the design, implementation and monitoring of business processes for maximum efficiency and production
Excellent interpersonal, verbal and written communication skills, presentation skills accompanied by strong analytical, strategic thinking, investigative, decision-making and negotiation skills
Demonstrated ability to work in a fast-paced environment
Ability to think creatively and be innovative
A university degree with additional industry related training/certification could be considered beneficial
Interested candidates should forward their resume to Please quote the position title in the subject of your email.

MUFG Investor Services is an equal opportunity employer.