Investor Services Assistant Manager

Pinnacle Fund Services

12d•Hybrid

About The Position

The Investor Services Assistant Manager plays a crucial role in supporting the management of a team dedicated to handling investor inquiries and processing transactions across all funds administered by Pinnacle. This position collaborates closely with the Investor Services Manager to ensure that Pinnacle consistently delivers exceptional service to clients and their investors. The Assistant Manager is key in upholding service standards, overseeing team performance, and contributing to the overall efficiency of investor services operations.

Requirements

Prior Investor Services or client relations experience is required
1-2 years of direct management experience
Knowledge of AML/KYC and FATCA/CRS
Excellent interpersonal and communication skills
Ability to handle multiple demands, competing priorities, and constant change
Ability to allocate time effectively and manage tight deadlines
Undergraduate degree or equivalent experience
Familiarity with Canadian, Cayman and Bermuda regulatory requirements
Strong knowledge of MS Office
Comfort learning and troubleshooting client-facing technology platforms; experience supporting a system rollout or portal implementation is an asset

Nice To Haves

Bilingual (French/English) verbal and written communication skills are a plus

Responsibilities

Review and manage investor onboarding to the Investor/IM portal, including access provisioning, data accuracy, and resolution of investor-facing portal issues
Review investor transactions in accordance with the Fund’s offering documents
Review investor statements, communications and miscellaneous documents before releasing to investors to ensure they are in accordance with investor and fund management instructions
Ensure valid tax reporting forms are received from investors where Pinnacle provides tax services
Perform reviews of subscription and redemption documents for less complex Funds/clients
Perform reviews on anti-money laundering (AML)/KYC requirements for investors of selected Funds to ensure adherence to regulatory requirements.
Ensuring all processes and output are consistent with Pinnacle’s policies and procedures and that Pinnacle’s control environment is maintained
Respond and resolve inquiries/issues raised by investors, fund managers or internal parties
Act as point of contact for team members, clients, and other internal service groups
Actively manages client requests and ensures staff are responding to queries in a timely and professional manner
Review, understand and have ability to discuss fund PPMs/OMs, side letters and trade documents
Provide periodic reports & feedback on investor relation topics, client issues and department initiatives
Complete annual regulatory reporting for FATCA CRS
Oversight of the AML programs offered by Pinnacle. Including annual refresh or testing of controls
Coordinates with all relevant teams internally (e.g. Treasury, Fund Accounting) to ensure processes and workflows are aligned to meet client needs
Perform day-to-day supervision of the Investor Services Team to ensure all client deliverables are being met on time and investor requests are being responded to in a timely manner
Support internal staff training and client-facing communication for Investor portal
Provides ample time to coach, develop and train junior staff
Perform performance appraisals for staff and aid in their ongoing development and goal setting
Actively manage staff’s time and workload effectively ensuring both internal and external deadlines are met
Act as first point of escalation for team members