Client Services Manager Alternative Funds

Ultimus•Omaha, NE

About The Position

The Client Services Manager serves as a client services relationship management resource for fund families and key internal stakeholders supporting Alternative fund transfer agent services. The role handles complex and escalated communications, provides subject matter expertise, mentors team members, and helps develop communication strategies that enhance client satisfaction and strengthen business relationships. Areas supported include Alternative fund account servicing, fund closings, repurchases, tenders, capital calls, and other operational events across Transfer Agent departments. The position is a designated point of contact for fund families and internal partners on operational questions related to Retail Alternative Investment Operations. It partners with internal departments to maintain accurate, timely, and consistent communications; supports client satisfaction and feedback efforts; participates in client meetings and business reviews; and recommends process enhancements. The role also maintains records of escalated inquiries and client interactions, collaborates across teams to resolve complex needs, and may perform other duties as required and assigned. The position requires a bachelor's degree in business administration, communications, finance, or a related field, and at least five years of relevant experience. Financial services industry experience is required. Experience supporting Alternative Investment products is preferred, and a Series 6 or 7 license is an asset. Occasional travel of approximately 10% or less may be required. Associates may be required to work beyond their normal workday or work week when business needs arise.

Requirements

Bachelor's degree in business administration, communications, finance, or a related field.
At least 5 years of experience in client services, transfer agent operations, communications, financial operations, or a related field.
Experience within the financial services industry.
Knowledge of operational standards and SEC, AML, IRS, fund governing document, prospectus, subscription document, tender offer, and capital call requirements.
Knowledge of client communication standards, relationship management practices, inquiry management, issue resolution, and escalation support expectations.
Knowledge of Alternative investment products, including REITs, BDCs, CEFs, interval funds, tender offer funds, and other registered or private Alternative products.
Knowledge of transfer agent operations related to Alternative fund closes, repurchases, tenders, capital calls, warehoused activity, reconciliations, shareholder servicing, and client communications.
General knowledge of all aspects of Transfer Agent Operations.
Proficiency with Microsoft Office Suite and Adobe Acrobat.
Leadership skills that foster teamwork, motivation, efficiency, and effective use of associate skills and resources.
Ability to understand clients' businesses, Alternative fund structures, communication needs, and operational requirements, and to anticipate complications.
Strong multitasking, analytical, organizational, follow-up, and relationship-building skills.
Ability to troubleshoot complex communication and servicing issues using creative and critical thinking.
Clear and concise written and oral communication skills, active listening, and ability to support an open exchange of ideas.
Ability to adapt team and individual priorities and deadlines to changing conditions or unexpected obstacles, and ensure work is completed.
Ability to sit and stand regularly and occasionally lift and/or move up to 10 pounds.
Specific vision abilities are required for the position.

Nice To Haves

Experience supporting Alternative Investment products.
Series 6 or 7 license.

Responsibilities

Manage and resolve complex or escalated Alternative fund client inquiries requiring advanced research, coordination, or relationship management.
Serve as the designated point of contact and trusted resource for operational questions from fund families and internal partners concerning Retail Alternative Investment Operations.
Lead communication efforts related to significant service updates, industry changes, Alternative fund product events, and client-impacting initiatives.
Partner with internal departments to ensure consistent, accurate, and timely communications about account servicing, operational events, and inquiry resolution.
Support Senior Management and Operations teams on client satisfaction and feedback, providing periodic client-status updates.
Participate in client meetings, presentations, and business reviews as a departmental representative.
Review processes and recommend enhancements to improve efficiency, consistency, accuracy, and client satisfaction.
Identify emerging client concerns, inquiry trends, industry developments, and service opportunities, escalating recommendations to leadership as appropriate.
Collaborate across teams to support a seamless client experience and resolve complex client needs.
Maintain accurate records of escalated inquiries, client interactions, research notes, resolutions, and follow-up activity in designated systems.
Serve as a direct fund contact and liaison for assigned Alternative fund clients' operational matters.
Maintain periodic contact with shareholders, fund families, and internal partners regarding account-related and event-related matters.
Partner with transfer agent teams to support communication coverage, procedure updates, inquiry resolution, and completion of priority items during peak periods.
Mentor, coach, train, and provide practical support to team members.
Plan and delegate work within assigned responsibilities and assess performance to support improvement or corrective action.
Develop systems, templates, standards, and procedures to improve departmental operating quality and efficiency in accordance with company policies and procedures.