Transfer Agency Investor Relations Manager - Alternatives (Fixed-term)

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships.  We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.

Join us as an Transfer Agency Alternatives - Investor Relations Manager

In your role as the Alternative’s Investor Relationship Manager you will be responsible for day to day management of key Transfer Agent client relationships and provide an escalation point for service issues, as well as producing various internal and client reports on an ongoing basis. You will be evaluated on your ability to perform these functions in a controlled and efficient manner while maintaining high client satisfaction. Achieving this will require leadership, initiative, creativity, strong communication skills, management skills including delegation and the ability to instill enthusiasm and commitment among team members.

Your responsibilities will include:

Client Relationship:

• Ensure a high level of client engagement and satisfaction.
• Work with and assist the TA Operations Management and TA Product to establish and document service standards and procedures for TA clients.
• Assist in the creation, maintenance and publication TA Operational Guides for all clients,
• Remain knowledgeable of changing industry initiatives (attend to presentations, work sessions & personal effort) and educate clients continually through presentations.
• Establish solid contacts with all areas and all levels at clients’ organizations as well as inter departmental.
• Discuss with the TA Management any client related issues requiring escalation,
• Provide guidelines to Clients on BBH TA policies and procedures,
• Proactively manage TA client relations.
• Constantly monitor agreed Service Levels against TA KPI’s and highlight any potential degradation of the TA services,
• Actively participate at regular and ad-hoc client service review meetings and calls
• Co-ordinate and ensure timely, accurate and complete set-up of new funds and share classes,
• Co-ordinate activities across various locations for clients that operate under the Global TA Service Model
• Responsible for directing team members within the department with the objective to achieve overall high client satisfaction,
• Supervising the Shareholder Service Team as key contact for client/investor or inter-departmental queries arising

Staff Supervision:

• Building a high performing team.
• Conduct annual performance appraisals and provide regular feedback based on goals for direct reports,
• Participate in the interview and selection process for job applicants where appropriate
• Organize and perform training of staff and client specific requirements as well as cross training to develop depth and breadth of knowledge
• Ensure adequate staffing levels are in place, to meet both daily and future business requirements
• Manage resources for example, ensure a weekly shift rota is in place to cover the various tasks and skill set of the team members
• Provide mentoring, assistance, guidance and support to Supervisors and other staff
• Ensure regular team meetings are held and views and feedback is encouraged and sought from all attendees
• Minimize overtime and to implement additional efficiencies as automation projects are completed
• Responsible for managing the team’s expense.

Improve Efficiency:

• Centralize, review and reorganize reporting process for a maximum efficiency.
• Responsible for reviewing client Service Levels and ensuring that any new services required are captured and if appropriate highlighted to TA Management
• Work closely with the CSM community to ensure maximum efficiency in all Client Service efforts

Key Competencies Required

• Communicates Effectively
• Demonstrates Respect and Values Diversity of Ideas
• Exhibits Sound Judgement and Solves Problems
• Fosters Team Spirit
• Is Adaptable
• Manages Performance
• Manages Resources
• Strong understanding of TA processes and procedures
• Strong degree of accuracy and ability to adhere to deadlines

Key Technical / Functional Knowledge, Skills, Experience, & Capabilities Required

• Minimum of 6 years Client Services experience preferably with with a strong understanding of the Alternative market and Transfer Agency
• Minimum of 3 years Management experience
• Experience in planning, initiating, and following through to meet objectives
• Experience in building high performing teams
• Ability to coordinate across department to meet client needs
• Ability to identify, recommend and implement solutions
• Fluency in English is mandatory

We value diverse experiences. We value diverse experiences and transferrable skillsets. If your career hasn’t followed a traditional path, includes alternative experiences, or doesn’t meet every qualification or skill listed in the job description, please do go ahead and apply.

About BBH:

Brown Brothers Harriman (BBH) is a premier global financial services firm, known for premium service, specialist expertise, technology solutions and partnership approach to client management. Across Investor Services and Capital Partners, we work with an enviable roster of sophisticated clients who make BBH their first call when they are tackling their hardest challenges. Delivering for our clients and each other energizes us.

We believe that how we do our work is just as important as what we do. We are relentless problem solvers who know our best ideas come from collective debate and development—so we are never possessive about our ideas. Every day we come together as a diverse community of smart and caring people to deliver exceptional service and expert advice—creating success that lasts. No matter where you sit in the organization, everyone is empowered to contribute their ideas. BBHers can pick up the phone and call any colleague, and they are happy to help. Expanding your impact beyond your daily role is part of how we operate as trusted partners to one another. 

We believe stability is a competitive advantage, but being stable means having the knowledge, skill, and discipline to evolve, often—pushing the boundaries of innovation.  As a private partnership, every investment we make is in the relationships, technologies, products and development we believe are in the long-term interests of our clients and our people. Our long-tenured leaders are experts in their areas and are actively involved in the day-to day business, taking the time to provide guidance and mentoring to build the next generation of BBHers. Because we know, our success begins with yours.

Go to BBH.com to learn more about our rewards and benefits, philanthropy, approach to sustainability or how we support you to thrive personally, physically and financially.