Job Purpose: 

  • The ETF Client Service Manager (CSM) provides client service relationship management to ensure client satisfaction, retention and profitability for assigned ETF relationships
  • The individual focuses on the Fund Accounting, Administration and Custody disciplines and the applicable product offering for assigned client relationships.

Your Responsibilities: 

  • Establish appropriate contacts within client organizations and internal departments
  • Stay abreast of client goals and strategies and identify opportunities to expand ETF client relationships
  • Anticipate and identify clients’ needs in order to match BBH products and services to those needs
  • Build overall credibility and foster trust with clients
  • Institute measures to report on BBH’s performance levels toward meeting client service standards
  • Establish and maintain relationship objectives with Relationship Managers (RMs)
  • Provide filtering and escalation for client requests; Serve as an escalation point for client service issues and deliverables
  • Employ a consistent approach to capture and support change management based upon client requests, objective screening of new client requests for completeness and reasonability
  • Work closely with RMs to identify opportunities to cross sell BBH products and services
  • Ensure all issues are resolved to client satisfaction
  • Will have a high level of understanding of all services that their client receives from BBH
  • 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
    • Maintain relationship objectives, developing a proactive relationship and service plan to ensure an exceptional value-added service to clients
    • Oversight of core Fund Services and Custody service delivery provided by internal departments and third party providers
    • Oversight of ETF Operational Functions such as ETF Order Taking, AP Services, ETF Middle Office Functions, and PCF calculations and dissemination
  • Leadership and People Management:
    • Lead and participate in inter-departmental committees and project teams
    • Manage performance issues and disciplinary process for employees falling below set expectations
    • Manage team expenses
    • Complete and oversee the completion of the BBH annual performance review process
    • Oversee promotion recommendations and compensation adjustments
    • Provide ongoing feedback and coaching to staff to improve individual and team performance
    • Promote a cohesive team atmosphere through exhibiting strong leadership, effective communication, professionalism, diversity and development of individual career paths
  • Strategy:
    • Improve the profitability and revenue stream of primary accounts through innovation, efficiency driven automation, introduction of new products and timely collection of aged receivables
    • Ensure long-term profitability of ETF client relationships
    • Represent BBH at external client and industry meetings and events
    • Ensure that our ETF technology continues to be industry leading by assessing feedback from ETF Clients, Authorized Participants, and other ETF Industry Participants and incorporating into our technology strategy
  • Industry Knowledge:
    • Remain knowledgeable of changing industry initiatives and regulatory environment
    • Educate clients through frequent communications and periodic presentations, as appropriate.

Skills and Qualifications:  

  • BS/BA degree
  • 7+ years of related industry experience
  • 4+ years prior management experience
  • ETF experience is preferred but not required
  • Knowledge and skills (general and technical)
  • Ability to initiate, plan and follow through projects to completion
  • Exceptional client service skills
  • Strong aptitude for numbers, accuracy and organization
  • Strong inter personal and relationship management skills including the -ability to build internal relationships toward managing client needs
  • Strong written and verbal communication skills
  • Creative problem solving skills including the ability to identify, recommend and implement solutions
  • Language skills commensurate with office location and client relationships supported -Relevant Accountancy qualification desirable
  • Indepth knowledge and understanding of various securities options, accounting standards and ongoing regulatory changes.

Source: for more information click here.

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