Description
Corporate Trust Associate Client Services Manager Job Description
Position Summary
The Associate Client Services Manager's primary purpose is to provide support to the Senior Client Services Managers and Client Service Managers to assist in the daily administration and coordination of assigned clients/accounts. In some cases, the Associate Client Services Manager may manage smaller or pooled client service relationships. As the primary support account representative, the Associate Client Service Manager is responsible for assisting with the servicing of the overall client relationship within assigned portfolios. This shall include the assisting with the day to day oversight of the assigned accounts, the coordination of services for assigned clients, the monitoring of contractual obligations for these accounts and monitoring of documents associated with administering debt issuance including various financing structures and services related to assigned corporate trust products. This role is responsible for assisting with client issues proactively, efficiently and to the satisfaction of the client often acting independent of the Senior Client Service Manager and/or Client Service Manager(s). The role includes 1) servicing of client inquiries, escalation of client issues, assisting with conducting annual client reviews from a service delivery perspective, 2) the monitoring and administration of client service issues including SLA's, governing document guidelines and/or indenture guidelines, processing activities, overdrafts, and cash balances, 3) preparing reporting and other activities including specialized client reporting, interfacing with Compliance, Audit, Risk and Legal, as well as to manage and respond to audit requests. The Associate Client Services Manager will work in close communication and collaboration with the Senior Client Services Manager, Client Services Manager, Business Managers, Client Administration, Client and Business Development, TMG as well as Business and Product Management to ensure the delivery of service excellence to our clients.
Essential Functions - Key Roles & Responsibilities
Transaction Administration and Control
- Assist in the review of new transaction documents to ensure that transaction can be supported within current operating model. Assist in the understanding of the administration requirements
- Perform account administration activities and transaction compliance review
- Assist with client inquiries, resolve situations under the direction of the Senior Client Service Manager/Client Service Manager working independently and smoothly as they occur, escalate promptly where appropriate,
- Participate in compliance reviews as required
- Minimize exceptions related to: audit, compliance, client complaints, overdrafts, failed trades, un-invested balances, report quality and timeliness etc.
- Assist with the monitoring and minimize outstanding fee receivables for portfolio of accounts.
Collaboration/Stakeholder Engagement/Oversight/Influence
Work with Global Service Delivery and other groups within Global Client Solutions and related parties to monitor/control tickler compliance of assigned accounts, b)work with counterparts in TMG, DLM, and Client Admin to coordinate seamless client service and ensure appropriate hand-offs occur of client service related activities.
Deal-level Relationship Management and Assisting in cross-selling
Assist with the service level aspects of the assigned client relationships for the deals that are helping administer
Ensure that clients receive an excellent service through supporting regular client service review calls and preparing client scorecards, c)assist where necessary, in the bid preparation process and analysis of retentive bids with existing clients and where beneficial, assist in the identification and execution of cross-sell opportunities working in close consultation with CT Sales, CT Relationship Management and BNYM Client Executives, d) begin to develop working relationships with other industry participants as applicable for assigned deal portfolio - eg law firms, financial advisors, investment bankers, etc.
Leveling Factors
Business Expertise
The business knowledge for this role requires a level of product knowledge and client awareness. Key knowledge and understanding process flows and business processes to appropriately service the clients is required. The incumbent must also be able to work effectively with clients to resolve issues and develop appropriate solve by working collaboratively with C&BD, Sales and other groups within Global Client Solutions to ensure seamless client service. Must understand how other businesses operate in the broader context of CT to drive client service excellence and help mitigate risk.
Problem Solving
The nature of problems can span in some cases, global relationships, global jurisdictions, different points of view, and from multiple key stakeholders and decision making has a high level of urgency. Incumbent must be able to understand client problems facing and seek resolution. Incumbent must be able to implement and use different ideas and management styles in a very fast moving environment with multi-time zone challenges.
Nature & Area of Impact
The incumbent will have an impact at the client level and can positively and negatively affect the team through interactions with their assigned clients.
Interaction/Interpersonal Skills
This position will interact with clients on a limited scale. Most interactions will be internal to CT and/or operations groups to resolve client issues. Strong interpersonal and communication skills are required to effectively mediate client issues and work collaboratively across Client Service.