Senior Client Service Manager

At Brown Brothers Harriman, we believe no job is too big or small for any of us to handle if it helps our clients. We value passionate, committed people who enjoy collaborating with others to find new solutions to complex business challenges. We are looking for the type of person who speaks their mind, truly listens and steps outside their role to add value wherever they can. Someone who is driven to get things done and views obstacles as an exciting challenge that demands a creative solution. Above all, we seek someone who takes great pride in their work and is inspired and motivated by their role in protecting and enhancing our client's financial well-being.

If you are looking for an entrepreneurial environment where you can learn and thrive, Brown Brothers Harriman is the right place for you.

Senior Client Service Manager

Client Servicing Management

• Responsible for client service for Investor Services largest and/or most complex relationships (more than 50 funds or more than 20 billion in assets or more than 8 to10 clients totaling the criteria for assets and funds)
• Form strategic partnerships by cultivating strategic internal and external relationships at senior levels and providing resources and expertise to maximize business success
• Establish and maintain relationship objectives with Client Service Managers (CSMs) and Relationship Managers (RMs)
• Identify opportunities to cross sell BBH products and services
• Provide filtering and escalation for client requests; Serves as an escalation point for client service issues across business lines as well as deliverables in CSG
• Remain up to date on changing industry initiatives and educate/inform clients through frequent communications and periodic presentations
• Establish appropriate contacts at senior levels within client organizations and internal BBH departments
• In conjunction with the CSM, stay abreast of client goals and strategies and identify opportunities to expand client relationships
• Participate in and/or lead client visits, presentations, walk throughs and other sales and client retention activities
• Dedicate to meeting the expectations and requirements of internal and external customers

Risk and Control

• Act as the primary point of escalation for Systems, Operations, and Risk/Control for any client related issues and proactively manage the resolution process with frequent updates and satisfaction measures
• Monitor operational issues across the department and follow through with effective problem resolution with senior management in supporting operations departments
• Ensure the smooth, effective operation of the department including compliance to all operational procedures, proper product and service delivery, appropriate escalation and resolution of high exposure items, and maintaining proper standards and controls
• Ensure team adherence to deadlines

Strategy

• Maintain relationship objectives and develop a proactive relationship and service plan to ensure an exceptional value added service to clients
• Ensure long term profitability of client relationships and have the ability to create competitive service strategies for each client
• Partner with the most senior levels in the client's organization to discuss and determine strategy and review new product development initiatives
• Participate and lead client service and fund accounting related discussions for prospecting and sales calls
• Anticipate potential trends, future issues or consequences with clients
• Bring creative ideas to market and demonstrate sound judgment relative to which ideas and suggestions will work

Technology and Innovation

• Improve the profitability and revenue stream of primary accounts through innovation, efficiency driven automation, introduction of new products and reporting tools
• Work closely with senior technology staff at the client to develop and maintain a culture of results oriented, continuous process improvement
• Demonstrate a sound understanding of the market place as it relates to fund accounting products and services in order to solution what works for each client and why

Leadership and People

• Lead interdepartmental committees and project teams; Develop strong relationships with senior members of the Operations management team
• Provide ongoing feedback and coaching to staff to improve individual and team performance; Manage performance issues and disciplinary process for employees falling below set expectations
• Delegate effectively by clearly communicating objectives, standards, responsibilities, and milestones while holding individuals and teams accountable for achieving results
• Implement strategy by communicating powerful, coherent messages about how to leverage strategic vision and focus on solutions oriented approach
• Build morale and a positive team environment through effective communications with the team and one on one

Skills and Experience:

• BS/BA degree
• 12 plus years of related industry experience
• 5 plus years prior supervisory experience
• Experience with managing multiple, large and/or complex client relationships

• Ability to initiate, plan and follow through projects to completion
• Ability to motivate team to perform and deliver high level of client service
• Exceptional client service skills
• For Fund Accounting teams/clients, strong accounting, fund conversion and administration skills are required
• Strong aptitude for numbers, accuracy and organization
• Strong interpersonal and relationship management skills including the ability to build internal senior relationships toward managing client needs
• Strong written and verbal communication skills
• Creative problem solving skills including the ability to identify, recommend and implement solutions
• Ability to gain buy in and influence other groups across the firm
• Action oriented, deals effectively with ambiguity, is approachable and has a desire to develop direct reports

What We Offer

• A collaborative environment that enables you to step outside your role to add value wherever you can
• Direct access to clients, information and experts across all business areas around the world
• Opportunities to grow your expertise, take on new challenges, and reinvent yourself-without leaving the firm
• A culture of inclusion that values each employee's unique perspective
• High-quality benefits program emphasizing good health, financial security, and peace of mind
• Rewarding work with the flexibility to enjoy personal and family experiences at every career stage
• Volunteer opportunities to give back to your community and help transform the lives of others

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, creed, marital status, sexual orientation, gender identity, disability status, protected veteran status, or any other protected status under federal, state or local law.

Full time

Boston