Client Service Team Leader - ETFs

Brown Brothers Harriman & Co•Boston, MA

3d•$80,000 - $120,000

About The Position

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. The Client Service Team Lead - ETF directs client servicing team resources to achieve overall client satisfaction and serves as a point of escalation for complex issues. The individual focuses on the Fund Accounting, Administration and ETF operations disciplines and the applicable product offering for assigned client relationships. S/he will manage day to day activities for assigned client relationships and perform oversight of product offerings to support high client satisfaction. S/he will normally be responsible for managing Client Service Representatives and Senior Client Service Representatives.

Requirements

BA/BS degree (business/finance/accounting concentration is preferred), or equivalent work experience
Minimum of 3 to 5 years of financial services experience
Experience in fund accounting and ETF operations
Prior experience working in a client servicing focused work environment
Ability to prioritize and quickly resolve client needs
Ability to multitask, prioritize assignments and work quickly and accurately in a deadline-oriented environment
Ability to communicate effectively with both verbal and written skills
Technical proficiency in internal and/or web-based systems a plus
Strong analytical ability
Ability to work in a collaborative environment that requires collaboration with multiple teams
In-depth knowledge and understanding of various securities options, accounting standards and ongoing regulatory changes
Knowledge of corporate actions, equity, fixed income, derivative investments, and emerging markets
Comprehensive working knowledge of Microsoft Office Products

Nice To Haves

In-depth knowledge of ETFs strongly preferred
Technical proficiency in internal and/or web-based systems a plus

Responsibilities

Client Service Field and respond to client inquiries and escalated issues and serve as the point person for senior level client contacts
Coordinate and participate in client meetings and deliverables
Serve as a key point of contact for external clients with regard to daily servicing inquiries
Identify ways to improve productivity and efficiency to enhance client experience
Oversee activities of assigned client relationships and accounts to ensure client satisfaction is achieved
Work closely with internal Teams to ensure timely resolution of client inquiries and improvement of services levels
Participate in intra/inter-departmental projects and initiatives
Recognize opportunities to achieve greater internal operational effectiveness
Assist in the coordination of new business, product implementations and conversions
Oversee daily ETF operational workflows to facilitate ETF client reporting
Participate in the interview and selection process for job applicants, and assist new staff members in learning job specific tasks
Conduct annual performance appraisals and provide regular feedback based on development plans for direct reports
Develop key internal relationships to proactively aid in the resolution of client issues
In-depth knowledge of ETFs strongly preferred
Provide insight for potential workflow and application enhancements
Remain knowledgeable of changing industry initiatives and the regulatory environment
Exhibit a sound understanding of BBH products and services
Provide training to direct reports for the skills necessary to perform relevant job functions
Provide clients with support and insight on new technology, automation tools and products that are made available by BBH
Utilize relevant internal technology solutions to effectively manage client inquiries and support client servicing deliverables
Provide oversight of all BBH products, services, and key deliverables for assigned clients relationships
Provide oversight and coordinate execution of periodic fund events, conversions or account launches with the appropriate internal departments
Ensure adherence to all established procedures, controls, and best practices
Maintain oversight of internal exception reporting and escalate issues that may impact client servicing

Benefits

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
Salary Range $80,000 - $120,000 base salary + bonus
BBH’s compensation program includes base salary, discretionary bonuses, and profit-sharing.
BBH's total rewards package recognizes your contributions with more than just a paycheck—providing you with benefits that enhance your experience at BBH from long-term savings, healthcare, and income protection to professional development opportunities and time off, our programs support your overall well-being.