Director, Relationship Management

Federated Hermes, Inc.•Pittsburgh, PA

29d•Hybrid

About The Position

Direct, support and lead all facets of the global client service relationship management team for intermediary and institutional clients investing in Federated Hermes' registered funds and UCITS. Foster a client-centric team culture by creating an environment where team members are energized to support clients and proactively deepen client relationships, offering the appropriate solutions and tools. View the team through a strategic lens, regularly evaluating the approach to client engagement and project execution and make changes to optimize performance. Work with managers and division heads globally in support of new client opportunities and implementing changes to effectively support global clients and sales efforts. Work in conjunction with Federated Hermes' Sales Division in support of client retention, winning new business, as well as identifying product, service and technology requirements of our client base. Lead team to effectively manage client onboarding. Oversee the Relationship Management team's role in contract execution with clients. Exhibit excellent working knowledge of distribution and servicing agreements and related fees. Participate in or direct the Relationship Management team's participation in projects including client, corporate, regulatory, fund, and vendor projects. Assign and request resources as needed, monitor progress, define new processes and procedures, coordinate with Legal and Compliance, execute action items, educate the team and clients on resulting changes. Maintain strong procedures related to all phases of client onboarding. Support different models as needed by jurisdiction and product requirements. Work with Federated Hermes' Product Development Group to support the rollout of new products. Stay abreast of innovations that impact the creation, distribution and support of registered products, i.e. digital assets, tokenization, blockchain, AI, etc. Participate in innovation projects, and as requested lead innovation teams. Help identify, analyze and document innovation opportunities. Manage a small operations team supporting alternative funds with specialized processing and regulatory requirements. Interact with management and Finance in the budgeting and planning processes. Prepare budgets, staffing projections, annual goals, etc. Embrace Client Services' mission statement "Working Together To Exceed Expectations" Guide the team to demonstrate the core values of quality, teamwork, commitment, and responsiveness.

Requirements

Bachelor degree required
Minimum of 15 years of business experience required with at least 5 years of management experience and mutual fund experience.
Previous customer service experience required
In-depth knowledge of the mutual fund industry required
Solid understanding of and experience in institutional and/or intermediary client relationship management required
Broad-based understanding of all facets of client services which may include client service, operations, control, reconcilement, compliance and regulatory requirements, legal regulation of mutual funds and transfer agency services required
High level of understanding of brokerage, trust and retirement systems required
Strong customer orientation for both internal and external customers.
Strategic leadership skills.
Ability to coach and develop employees.
Ability to effectively communicate with all levels using effective written, verbal and presentation skills.
Ability to draw information from multiple sources to make sound decisions in complex situations.
Strong personal leadership skills with ability to influence others including high level audiences and be approachable and accessible.
Demonstrated ability to work as a member of a team, work cooperatively to develop solutions of mutual benefit and accomplish objectives.
Ability to foster the development of a common vision, provide clear direction and priorities and clarify roles and responsibilities.

Nice To Haves

Knowledge of Federated Hermes' corporate organization, teams, and available resources preferred
Knowledge of Federated Hermes' products preferred
Knowledge of Federated Hermes' systems preferred (Salesforce, Transfer Agent Tools, etc.)

Responsibilities

Direct, support and lead all facets of the global client service relationship management team for intermediary and institutional clients investing in Federated Hermes' registered funds and UCITS.
Foster a client-centric team culture by creating an environment where team members are energized to support clients and proactively deepen client relationships, offering the appropriate solutions and tools.
View the team through a strategic lens, regularly evaluating the approach to client engagement and project execution and make changes to optimize performance.
Work with managers and division heads globally in support of new client opportunities and implementing changes to effectively support global clients and sales efforts. Work in conjunction with Federated Hermes' Sales Division in support of client retention, winning new business, as well as identifying product, service and technology requirements of our client base.
Lead team to effectively manage client onboarding. Oversee the Relationship Management team's role in contract execution with clients. Exhibit excellent working knowledge of distribution and servicing agreements and related fees.
Participate in or direct the Relationship Management team's participation in projects including client, corporate, regulatory, fund, and vendor projects. Assign and request resources as needed, monitor progress, define new processes and procedures, coordinate with Legal and Compliance, execute action items, educate the team and clients on resulting changes.
Maintain strong procedures related to all phases of client onboarding. Support different models as needed by jurisdiction and product requirements.
Work with Federated Hermes' Product Development Group to support the rollout of new products.
Stay abreast of innovations that impact the creation, distribution and support of registered products, i.e. digital assets, tokenization, blockchain, AI, etc. Participate in innovation projects, and as requested lead innovation teams. Help identify, analyze and document innovation opportunities.
Manage a small operations team supporting alternative funds with specialized processing and regulatory requirements.
Interact with management and Finance in the budgeting and planning processes. Prepare budgets, staffing projections, annual goals, etc.
Embrace Client Services' mission statement "Working Together To Exceed Expectations" Guide the team to demonstrate the core values of quality, teamwork, commitment, and responsiveness.