Your Role
Reporting to the SVP Global Institutional Sales, the Institutional Client Service Executive is responsible for supporting our EMEA new business sales teams with their day-to-day activities, to ensure the function performs as efficiently as possible. Assist in leading the team to meet/exceed business objectives ensuring all individual KPI’s are constantly hit while acting as a role model to the team and consistently performing to target. This role will require you to work with a sophisticated institutional client base including alternative funds, private capital managers, family offices and other institutional investors, as well as their administration agents and other service providers. Success in the role will require a commitment to delivering very high service standards, exceptional organizational skills and attention to detail, and the ability to thrive in a collaborative but fast-paced and performance-oriented team environment. To retain customers by managing and exceeding expectations through delivery of a quality service that focuses on our customer-centric approach. What You'll Be Doing
Key Responsibilities:
Client Relationship Management:
Act as a key point of contact for clients and internal service groups, quickly and professionally address inbound customer service inquiries raised by fund managers, fund service providers, or other stakeholders. Attend and contribute to operational, client and regulatory meetings to maintain and improve performance of client service initiatives. Provide periodic reports & feedback on client issues and department activities. Sales Process Support:
Support the sales team by creating early-stage sales collateral and due diligence materials, coordinating delivery and management of marketing campaigns. Assist with coordination and booking of new client business meetings. Communicate with prospective clients regarding documentation required for collection and the status of any active submissions as necessary. Create and proactively manage client records, onboarding cases and credit applications in Salesforce CRM, working with Compliance and Credit teams to ensure internal SLAs for client requests are consistently achieved. Support senior sales leaders with data collation and reporting, including Sales pipeline information and call recordings, as required. Market and Industry Knowledge:
Maintain advanced knowledge of the alternative investment industry and private funds marketplace in EMEA. Have the ability to review, understand and discuss fund PPMs/OMs, investment strategies, fund structures and cash flows within alternative funds. Other Duties and Responsibilities:
Perform day-to-day supervision of the team as it grows, including involvement in regular performance appraisals and ongoing team development. Complete all necessary training required for the role, ensure training is coordinated and implemented for any new team members, identify needs and action accordingly. Adhoc administrative duties and product testing, as may reasonably be required from time to time. Required Qualifications:
Experience: min. 5+ years of experience in client services role within financial services, ideally with a background in fund administration or alternative investments. Industry Knowledge: Strong understanding of the alternative investment space, including private equity, hedge funds, real estate, venture capital, and other institutional investment models. Technical Experience: Proficiency with Microsoft Office products and knowledge of Salesforce is an asset. Communication Skills: Excellent verbal and written communication skills. Ability to clearly and effectively communicate and build relationships with sophisticated clients and their service providers. Self-Starter: Highly motivated and proactive, with the ability to work independently to help the broader team meet its objectives. Strong organizational skills and the ability to manage multiple projects simultaneously is critical.
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Reporting to the SVP Global Institutional Sales, the Institutional Client Service Executive is responsible for supporting our EMEA new business sales teams with their day-to-day activities, to ensure the function performs as efficiently as possible. Assist in leading the team to meet/exceed business objectives ensuring all individual KPI’s are constantly hit while acting as a role model to the team and consistently performing to target. This role will require you to work with a sophisticated institutional client base including alternative funds, private capital managers, family offices and other institutional investors, as well as their administration agents and other service providers. Success in the role will require a commitment to delivering very high service standards, exceptional organizational skills and attention to detail, and the ability to thrive in a collaborative but fast-paced and performance-oriented team environment. To retain customers by managing and exceeding expectations through delivery of a quality service that focuses on our customer-centric approach. What You'll Be Doing
Key Responsibilities:
Client Relationship Management:
Act as a key point of contact for clients and internal service groups, quickly and professionally address inbound customer service inquiries raised by fund managers, fund service providers, or other stakeholders. Attend and contribute to operational, client and regulatory meetings to maintain and improve performance of client service initiatives. Provide periodic reports & feedback on client issues and department activities. Sales Process Support:
Support the sales team by creating early-stage sales collateral and due diligence materials, coordinating delivery and management of marketing campaigns. Assist with coordination and booking of new client business meetings. Communicate with prospective clients regarding documentation required for collection and the status of any active submissions as necessary. Create and proactively manage client records, onboarding cases and credit applications in Salesforce CRM, working with Compliance and Credit teams to ensure internal SLAs for client requests are consistently achieved. Support senior sales leaders with data collation and reporting, including Sales pipeline information and call recordings, as required. Market and Industry Knowledge:
Maintain advanced knowledge of the alternative investment industry and private funds marketplace in EMEA. Have the ability to review, understand and discuss fund PPMs/OMs, investment strategies, fund structures and cash flows within alternative funds. Other Duties and Responsibilities:
Perform day-to-day supervision of the team as it grows, including involvement in regular performance appraisals and ongoing team development. Complete all necessary training required for the role, ensure training is coordinated and implemented for any new team members, identify needs and action accordingly. Adhoc administrative duties and product testing, as may reasonably be required from time to time. Required Qualifications:
Experience: min. 5+ years of experience in client services role within financial services, ideally with a background in fund administration or alternative investments. Industry Knowledge: Strong understanding of the alternative investment space, including private equity, hedge funds, real estate, venture capital, and other institutional investment models. Technical Experience: Proficiency with Microsoft Office products and knowledge of Salesforce is an asset. Communication Skills: Excellent verbal and written communication skills. Ability to clearly and effectively communicate and build relationships with sophisticated clients and their service providers. Self-Starter: Highly motivated and proactive, with the ability to work independently to help the broader team meet its objectives. Strong organizational skills and the ability to manage multiple projects simultaneously is critical.
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