Head of Relationship Management

Innocap

1d•Hybrid

About The Position

In this role, you will be responsible for managing a growing team of global Relationship Managers and directly covering and cultivating an optimal client experience for several of the firm’s key clients. This role will report to the Global Head of Business Development and Relationship Management.

Requirements

University degree in finance, business administration, or a related field.
Desired seniority level: 10+ years of experience in financial services including at least 5 years of relationship management experience and 5 years of managerial experience; minimum 5 years within the alternative investments industry.
Capacity to manage institutional relationships and to navigate through large, sophisticated organizations.
Strong knowledge of asset servicing to effectively consult on client needs.
Exceptional interpersonal skills with a proven track record of being client-focused and delivering outstanding client service.
Process-driven with a proven track record of having implemented uniform processes within a client-servicing or relationship management team.
Skills in negotiation, leadership, and delegation.
Detail-oriented and excellent written and oral communication skills.
Ability to think and act proactively, and multi-task in a stimulating environment.
Flexibility and willingness to travel frequently to visit clients as needed.

Responsibilities

Manage a global team of Relationship Managers based in NY, Montreal, London, Asia and Abu Dhabi.
Oversee and deliver on team financial targets, client strategy implementation, development and monitoring of team and individual KPIs and ensuring overall client health and satisfaction.
Serve as senior escalation point for critical client issues.
Implement a uniform protocol for client coverage including use of CRM, escalation procedures, and client health metrics.
Acquire a thorough understanding of Innocap’s services and products.
Ensure overall client satisfaction by closely monitoring that client deliverables are being met and that all client concerns and needs are addressed, properly communicated to internal partners, or escalated to management.
Develop a thorough understanding of client operating models and an appreciation for what drives client service requirements.
Effectively work with all internal Innocap teams to always have a complete view of client deliverables.
Track daily deliverables, identifying areas of concern, and pulling together resources to ensure deliverables are met.
Proactively identify, communicate, and resolve client-related issues both internally and externally.
Manage priorities and deadlines for client deliverables so that Innocap is best positioned to succeed, all while satisfying client needs.
Build and maintain relationships across various stakeholders both at the client level and within internal Innocap teams.
Communicate client feedback to ensure continuous improvement of processes and client experience.
Monitor service quality and assess client satisfaction through both formal and informal channels.
Understand clients’ strategic priorities and effectively aligning Innocap’s offering to facilitate attaining their objectives.