Job Purpose and 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
- 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
- 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 path
- 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
- 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
- Other requirements (licenses, certifications, specialized training, physical or mental abilities required)
- Indepth knowledge and understanding of various securities options, accounting standards and ongoing regulatory changes.
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