Investor Services, Associate Director (BOS)

Alchelyst•Boston, MA

2d•$130,000 - $165,000

About The Position

The Investor Services, Associate Director oversees transfer agency operations and leads a team of investor services professionals. The role is responsible for the accuracy, completeness, and timely delivery of investor onboarding, AML/KYC reviews, subscriptions, redemptions, switches, payment processing, cash and bank reconciliations, and investor record maintenance. It serves as an escalation point for complex operational issues, discrepancies, and client queries, while ensuring the team meets deadlines, procedures, and service-level agreements. The Associate Director owns the team’s operational controls and risk framework, including reviews, validation controls, reconciliations, error and breach escalation, root-cause analysis, corrective actions, procedure maintenance, and process improvement. The role oversees AML/KYC due diligence and remediation in coordination with Compliance; supports audits and regulatory reviews; and ensures accurate data across transfer agency and investor record-keeping systems. It also contributes to system enhancements, automation, and user acceptance testing. As a senior contact for clients and stakeholders, the role leads service reviews, manages relationships, supports new fund and client onboarding, and handles sensitive or complex queries. It owns operational metrics and periodic reporting to senior management, Compliance, and clients. Success includes establishing team priorities, consistently meeting cut-offs and SLAs, maintaining effective controls and reporting, supporting positive audit and client due diligence outcomes, and developing a high-performing team.

Requirements

Bachelor’s degree or equivalent.
At least 8 years of Transfer Agency or Investor Services experience in a regulated financial services environment.
At least 2 years of experience supervising or leading a team.
Deep operational knowledge of investor onboarding, AML/KYC, dealing, cash processing, reconciliations, and investor reporting.
Strong experience with transfer agency platforms and a track record of improving data quality and controls.
Thorough understanding of AML/CFT requirements and regulatory expectations for investor services.
Ability to manage competing priorities, lead people, and deliver in a deadline-driven environment.
Excellent written and verbal communication skills, including confidence dealing with clients and senior stakeholders.
Detail-oriented and risk-aware, with the ability to balance hands-on involvement and strategic oversight.

Responsibilities

Oversee daily transfer agency activities, including investor onboarding, AML/KYC reviews, subscriptions, redemptions, switches, payment processing, reconciliations, and investor record maintenance.
Ensure the team meets cut-off times, procedures, and service-level agreements while maintaining accuracy and completeness.
Escalate and resolve complex operational issues, discrepancies, and client queries.
Lead, supervise, and develop the investor services team, including workload allocation, performance management, and training.
Set priorities, monitor capacity, and support resourcing and recruitment decisions.
Establish performance expectations, provide feedback, and support team members’ professional development and career progression.
Oversee senior review of AML/KYC due diligence and ensure compliance with applicable laws, regulations, sanctions requirements, and internal policies.
Ensure documentation in transfer agency systems is complete and current.
Lead ongoing monitoring and remediation programs in partnership with Compliance.
Own the team’s control framework, including four-eyes checks, validation controls, and reconciliations.
Identify, record, and escalate operational errors, breaches, and process gaps; lead root-cause analysis and corrective actions.
Maintain and approve written procedures and drive process improvement and standardization.
Support internal and external audits, client due diligence visits, and regulatory reviews.
Oversee transfer agency and investor record-keeping systems, ensuring data accuracy and integrity.
Contribute to system enhancements, automation initiatives, and user acceptance testing.
Serve as a senior contact for clients, internal stakeholders, fund administrators, custodians, and other service providers.
Lead client service reviews, manage relationships, and support onboarding of new funds and clients.
Handle sensitive or complex investor and client queries.
Prepare and review operational metrics, including transaction volumes, AML/KYC statuses, reconciliations, and issue tracking.
Deliver periodic reporting to senior management, Compliance, and clients, highlighting risks, trends, and actions.