Vice President, Client Services – Real Assets

Role Overview

• Be part of a Client Service team for several mid-sized relationships (7-8).
• Assist with pricing models and fee proposals for new funds launches, expanded/additional services and fee restructuring (as needed to maintain appropriate Gross Margin).
• Assist with Business Change Log (BCL) for new clients/funds.
• Update CRM system weekly with business relevant client activities, make necessary updates to client and Citco information.
• Assist with presenting Citco developments, system updates and product enhancements covering Real Assets to clients.
• Be a point of escalation where Fund Accounting, Investor Relations or Ancillary deliverables are at risk of being delivered late or incomplete, manage expectations and communication with client and internal management, confirming the issue, proposed resolution and timeline for closure, ensuring that all parties remain updated until resolved.
• Manage on-going client change requests (CCR). Review request, discuss with Client Service SVP to determine next steps.
• Attend the weekly client service calls.
• Assist with the preparation of quarter service calls with Citco teams and client.
• Assist with client requested DDQ programs, as needed.
• Attend the in-person annual client strategy meeting.
• Relationship Management attending clients to Citco events.
• Provide real estate industry knowledge and expertise to clients, Business Development, Global Relationship Managers and Senior Management teams on sales pitches and client presentations.
• Maintaining strong relationships across Citco Lines of Business (LOB) to ensure cross selling opportunities are reviewed. To the extent clients are a shared LOB client, establish recurring internal meetings to share information and feedback.
• In depth knowledge of full service offering across Ancillary services. Assist with service issues inclusive of billing/revenue.
• Assist with documenting risk events and create actions to quickly solve and recommend risk mitigation steps.
• Monitor and ultimately achieve the ability for clients to be a reference.
• Assist with Annual Budget planning of revenue for existing and new funds.
• Review and sign off on weekly hours recorded by all Citco teams for each client/fund to ensure cost is complete and correct.
• Quarterly gross margin analysis for clients/funds. If margin is not met, assist with a business plan (actions and timeline) to improve results.
• Approve all accrued revenue monthly in corporate system by client/funds.
• Approve billing before release to clients.
• Collection of client/fund accounts receivable and, as appropriate, work with the client to ensure prompt settlement within agreed terms.
• Ensure internal policies are followed including travel, risk, internal controls, corporate governance/policies.
• Work with Citco operations to understand any new or changed policies and procedures.
• Ensure progress is monitored for SOC 1 program. Receive requests for SOC 1 reports and ensure delivery is made to clients (as requested).

Requirements

• Degree in Business Administration, Accounting, Finance or related discipline with 10+ years of experience including real estate; including at least 5 years of Client Service Management Experience.
• Strong knowledge of real estate and/or private equity fund structures, fund types, and asset operations, familiarity with investment accounting rules and standards, and a keen understanding of applicable tax reporting and regulatory requirements within North America.
• Experience in developing, implementing, optimizing business processes in the real estate investments funds space.
• Strong management skills and experience overseeing client relationships from an operating perspective.
• Problem solver, positive attitude, be curious as to how processes can be improved.
• Resilient personality.
• Strong negotiation and influencing skills.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Excel, Word, Power Point.

Benefits

• Medical, dental, and vision coverage
• Short and long-term disability benefits
• Retirement savings plan
• Tuition reimbursement
• Mental health and wellness support
• Parental leave
• Annual discretionary bonus pool based on company profitability and individual contributions